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Tracy Moses

@tracymoses

Customer Experience and Insights Manager at Tango Brook Technologies Limited who raised CSAT to 92% and onboarding completion to 97%.

Nigeria

Message

At Tango Brook Technologies Limited, I built a customer intimacy framework using NPS, CSAT, customer retention rate, and customer lifetime value to guide experience and retention strategy. I also designed customer compensation frameworks for failed transactions and high-value accounts.

I mapped the customer journey and implemented user-focused enhancements that raised onboarding completion from 79% to 97%. A structured customer check-in framework increased monthly active users from 60% to 90%, while a compensation plan drove CSAT to 92%.

Previously at Tango Brook Technologies Limited, I standardized card fulfilment and reduced production errors by 90% within three months. At DigiSign Technologies Limited, I analysed customer feedback and contributed to a 25% increase in retention.

Earlier, at Princeps Credit Systems Limited, I raised lead-to-customer conversion from 65% to 78% through structured inquiry handling and behavioral follow-up. I’m a Certified Scrum Master, and I’ve also earned a Product Management Certificate and Freshdesk Product Expert Certification.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience and Insights Manager

Current

Tango Brook Technologies Limited

Mar 2026 - Present (7 months)

Developed a customer intimacy framework and tiered compensation structure, driving CSAT to 92% and active usage from 60% to 90%. Led voice-of-customer initiatives and journey mapping to improve onboarding completion from 79% to 97%.

Customer Behavioral Analysis Customer Journey Mapping Voice Of Customer Retention and Loyalty Compensation and Incentive Framework Design Customer Segmentation Cross Functional Stakeholder Management Data Driven Reporting CRM Tools Odoo Freshdesk Agile and Scrum Methodologies

Customer Fulfilment Assistant Manager

Tango Brook Technologies Limited

May 2025 - Mar 2026 (10 months)

Conducted onboarding sessions and product demos for corporate clients, and designed a standardized card fulfilment process that reduced production errors by 90% within 3 months. Managed corporate verification and resolved multichannel customer inquiries.

Customer Onboarding Product Demonstrations Process Improvement Root Cause Analysis Operational Tracking Customer Verification Multichannel Support

Customer Experience & Product Operations

DigiSign Technologies Limited

Jan 2024 - Dec 2024 (11 months)

Collected and analyzed customer feedback to identify experience gaps, contributing to a 25% increase in customer retention. Served as subject-matter expert on biometric signing product and partnered with engineering to escalate issues.

Customer Feedback Analysis Customer Journey Mapping Product Operations Subject Matter Expertise Cross Functional Collaboration

Senior Customer Experience Officer

Calcot Technologies Limited

Jan 2023 - Dec 2023 (11 months)

Managed customer inquiries and follow-ups across all touchpoints, collaborating with internal teams to streamline service delivery. Supported go-to-market activities during feature rollouts and documented feedback for improvements.

Inquiry Management Service Delivery Go To Market Support Feedback Documentation

Senior Customer Experience Officer

Princeps Credit Systems Limited

Jan 2022 - Dec 2022 (11 months)

Raised lead-to-customer conversion from 65% to 78% through structured inquiry handling and behavioral follow-up processes. Led feedback and complaint resolution initiatives that improved retention by 85% and trained team members.

Lead Conversion inquiry handling Complaint Resolution Customer Retention team training