CHRISTY OKO

• Respond to user inquiries, resolve technical issues, and provide guidance on using Automattic products and services
• Diagnosing and resolving technical issues efficiently, involving WordPress Plans, plugins, themes, domains etc

- Managed technical inquiries and provided solutions for customers using the company's platforms, ensuring 99% satisfaction rate.

• Spearheaded the upgrade of the company's website, improving user interface and experience, and led the promotion campaign for the relaunch.

• Oversaw the customer onboarding process and trained new team members on best practices for customer support and relationship management.

• Contributed knowledge base articles and guides to help users find answers independently

Delivered exceptional support to users of WordPress.com, resolving technical and billing issues for domains like flordesalphoto.com and watchmysports.com , ensuring seamless user experiences.

• Assisted customers with site customizations, including theme installations and domain transfers , while providing technical advice and guidance on improving site functionality.

• Demonstrated the ability to handle up to 40 tickets daily, maintaining a high satisfaction score and ensuring timely resolution of customer queries.

• Collaborated with cross-functional teams to identify pain points in the user journey and contributed insights to improve customer experience.

• Addressing and responding to four tickets every hour
• Troubleshooting technical issues and providing users with troubleshooting steps to get their website up and running
• Diagnosing and repairing faults users have on their site
• Taking users through a series of actions to resolve a problem
• Responding to multiple tickets within an hour on Zendesk
• Following up with clients to ensure the problem is resolved
• Replacing or repairing the necessary parts users have issues with on their WordPress.com Site
• Addressing and providing responses to four tickets every hour.
• Resolved complex technical issues by utilising advanced troubleshooting techniques.
• Enhanced customer satisfaction with effective and timely resolutions of tech-related matters.

• Understanding and representing user needs
• Increased performance reliability rate from less than 50% to 98%
• Possessed strong written and verbal communication abilities
• Grew website registrations by 1% 5 months into the role
• Led the redesign of the product website which led to increased website engagement by over 75%
• Oversaw the development of the product mobile app, adding new features to improve product performance
• Grew sales by 90% 5 months into the role
• Coordinated product launches by collaborating with the public relations team, executives, and other product management team members
• Examined promotional strategies to make sure they align with the strategy for the product line and that the message is effectively communicated
• Demonstrated proficiency in product development, with a track record of successful product and system feature launches
• During my time as GTB relationship manager, Monthly Sales grew from 300,000,000 to 750,000,000
• Also, improved and maintained monthly service uptime from 80% to 95%
• During my brief spell as product manager of the www.payorboro.com website grew sales by 100%
• Monitoring the market and developing competitive analysis
• Curating ideas that will deliver value to customers
• Responsible for managing and implementing marketing activities through research, strategic planning, and implementation
• Manage all aspects of in-life products, including customer feedback, requirements, and issues
• Ensure that the profit margin is maintained based on company goals/objectives
• Work with Disco/Banks to Ensure platform availability based on agreed SLA
• Identifying and researching opportunities that come up in new and existing markets
• Communicating with clients to understand their needs and offer solutions to their problems
• Expand current portfolios with existing partners
• Responsible for managing and implementing marketing strategies to grow payorboro.com and to achieve a higher audience.
• Developed new product strategies by researching market trends and analysing customer feedback.
• Led cross-functional team for successful product launch.
• Increased brand visibility with implementation of innovative marketing campaigns.
• Conducted competitor analysis to identify market opportunities.
• Collaborated with sales and marketing teams, improved product positioning in the market.
• Delivered training sessions to sales teams, increased understanding of product features and benefits.
• Implemented data-driven decision-making processes across all stages of product development.
• Conducted regular market assessments to stay current on trends and maintain readiness for changes.
• Analysed sales reports to identify trends and update strategies.
• Worked closely with R and D team for development of next-generation products.

Spearheaded the launch of innovative features like Gift Voucher Systems and Solar Energy Solutions , increasing customer engagement by 30% and boosting company revenue.

• Developed a reseller onboarding strategy for solar products, growing the reseller network by 50% in six months.

• Led technical support initiatives to resolve high-volume customer issues, managing queries related to electricity transactions , API integrations , and billing for cable services .

• Collaborated with the marketing team to create and execute successful social media campaigns promoting product launches and customer incentives, driving engagement by 20%.

• Analyzed customer feedback and behavioural data to drive product improvements, resulting in a 15% reduction in support queries.

• Mentored junior team members and conducted internal knowledge-sharing sessions , ensuring that best practices for customer service were shared across departments.

• Provided comprehensive after-sales support to maintain high levels of customer retention.
• Monitored sales metrics regularly to identify areas of improvement and implement necessary changes swiftly.
• Established strong client relationships by providing exceptional customer service.
• Achieved high customer satisfaction with regular follow-ups and updates.
• Increased client retention, fostered trust and loyalty by resolving complaints efficiently.
• Built lasting relationships with key stakeholders through consistent engagement activities.

• Welcoming visitors and directing them to the relevant office/personnel
• Carrying out clerical duties such as answering phone calls, responding to emails, and preparing documents, including office correspondence, memos, resumes, and presentations
• Coordinating and managing appointments, meetings, and the conference room schedule in order to prevent duplicate bookings
• Performing bookkeeping tasks such as invoicing, monitoring accounts receivable, and budget tracking
• Maintaining general office files, including job files, vendor files, and other files related to the company's operations
• Purchasing office supplies, equipment, and furniture
• Overseeing the maintenance of office facilities, and equipment
• Performing other relevant duties when needed
• Coordinate customer service Team
• Provide direct Customer support
• Evaluate Team Members
• Train New Hires
• Support Process Improvement
• Responding promptly to customers inquiries
• Acknowledging and resolving customers complains
• Prepare communications such as memos, emails, reports and other correspondents.
• Generated new business opportunities for company growth.
• Established professional relationships to foster client retention.
• Built and maintained productive client relationships to maintain satisfaction and loyalty.
• Maintained expert product knowledge for persuasive, reliable customer guidance.
• Tracked customer satisfaction rates and resolved reported complaints.
• Reached out to prospective customers and warm leads to establish friendly, professional relationships.
• Documented all customer interactions for record keeping purposes.

• Maintaining a positive, empathetic, and professional attitude toward customers at all times
• Communicating with customers through various channels
• Responding promptly to customer inquiries
• Keeping records of customer interactions, transactions, comments, and complaints
• Communicating and coordinating with colleagues as necessary
• Providing feedback on the efficiency of the customer service process
• Ensure customer satisfaction and provide professional customer support
• Prepare communications, such as memos, emails, invoices, reports and other correspondence
• Schedule appointments and maintain calendars.