Joyce Fred
Customer Success
Lagos
Summary
I am a proactive team player and a progress-driven individual, seeking to work with a team of professionals where I can learn, expand my knowledge, contribute to providing solutions to customer needs and also grow in my career while fulfilling their goals.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work History
Customer Success Associate
Ourpass
Lagos
03.2022 - Current
- Collaborate with engineering and legal team to resolve customer issues around money transfers.
- Assist merchants and users through the onboarding process and product adoption.
- Respond chats, emails on Fresdesk about product questions and document customer feedbacks for future improvement of the product.
- Follow up on technical issues with the engineering team and communicate resolution to customers at a timely manner.
- Engage in writing help support articles to allow users find helpful solutions before engaging with the customer success team.
Customer Support
Chatdesk
New York
08.2020 - 02.2022
- Determine the cause of a customer's issue and respond with best solution to solve the problem.
- Follow up to ensure resolution.
- Effectively work on tickets and manage conversations for different companies using Zendesk and internal tools.
- Resolve customer complaints using positive laungage by following communication guidelines and policy.
Technical Support
Novus Agro
Lagos
04.2018 - 06.2020
- Worked with the Farmcrowdy product development team to manage communications on user experience and challenges to ensure an optimized and efficient product that is crucial to farmer registration and produce transaction.
- Analyze dataset of over 4000 farmers based on value chains and states for insights on crops, locations suited for the business model per planting season.
- Developing strategies and communications management in line with the organization's goals to ensure implementation by each state coordinators and field agents.
- Advice on improvement to foster better product design and a better user experience.
- Analyze and query farmers' database to retrieve insights to inform business decisions.
Quality Control/Quality Assurance Intern
Cadbury Nigeria PLC
Lagos
04.2016 - 06.2017
- Prepared QA evaluation reports and submitted to management.
- Determined overall product quality by accurately conducting and evaluating various QA tests on products.
- Monitored production of candy and food drink, also carried out in-line process quality control checks on the products during production incompliance to company’s regulations.
- Reported and documented analysis results.
Education
Bachelor of Science - Food Sciences And Technology
Obafemi Awolowo University
Osun State 03.2013 - 04.2018
Skills
SQL
Additional Information
Data Analytics Training (Utiva Education)
The training focused on Data Visualization and Analytics of data using Excel, SQL tools and Python
Analytics and Visualization with Power BI (Foresight BI and Analytics)
Data cleaning and Preparation, Data Modelling, Data Visualization
Timeline
Customer Success Associate
Ourpass
03.2022 - Current
Customer Support
Chatdesk
08.2020 - 02.2022
Technical Support
Novus Agro
04.2018 - 06.2020
Quality Control/Quality Assurance Intern
Cadbury Nigeria PLC
04.2016 - 06.2017
Bachelor of Science - Food Sciences And Technology
Obafemi Awolowo University
03.2013 - 04.2018
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