Nnenna Abagha
About Me
Highly motivated and adaptable Product specialist with more than 6 years of experience in the financial industry, and e-commerce. My experience includes project management and customer service, and I am passionate about ensuring excellent and productive customer experiences every time by identifying their needs, providing the right solutions, and getting the job done quickly.
My experience includes:
The use of Jira, Trello, Slack, Figma, draw.io, Amplitude, Zendesk, Salesforce, Gsuites, Zoho, HubSpot, Confluence, Survey monkey, Mixpanel, intercom, Product board, Sketch, Zoom and Office 365
And achievement in exceeding Key performance indicator
I am interested in opportunities in Product Management, Product Leg Growth, Scrum, Product Owner, and Customer Success
I am ready to learn while assisting in necessary areas and expanding the organization.
Education
Utiva product school
Udemy
Ebonyi state university
Product school
Work & Experience
Product Specialist/Customer success lead specialist
Spektra Technologies ltd
Management of customer success team in Nigeria. ● Responsible for all customer behaviour and user experience research and analysis in collaboration with the Sales and Product team. ● Exceeded team’s annual goal of keeping client response rates above agreed SLAs (97%). ● Increased customer satisfaction by 10% in year one by proactively managing customer relationships.
Manager, Customer success
Bambooks Limited
Proactively responded to a large number of inbound calls, emails, and social media queries/complaints in a timely manner and escalated 2nd level technical issues to the technical support team for quick resolution ● Managed a team of 10 customer success executives and Perform monthly/weekly reviews to ensure executives are meeting goals and make recommendations to improve metrics. ● Provide expert customer insight to product management, marketing, and sales on what innovation and continuous improvement is needed in the user experience ● Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account
Customer service team lead
Jumia, Nigeria
andling an average of 3500 customer interactions including inbound and outbound calls, emails, and live chats per week ● Responsible for ongoing services and communications with clients, including promoting client relationships as needed, executing contracted services and performing contract reviews, retro adjustments, and audits ● Managed and trained a team of 20 in successful strategies to meet operational and sales targets Owned each customer's experience across the entire customer lifecycle, including onboarding, driving adoption, continual engagement, renewal, and expansion
Portfolio
