Email and Phone number
Email - Morebtomi@gmail.com
Phone Number - +2347011797507
Hi, I’m
MOREBISE TOMISOLA
UX Researcher
Lagos,Nigeria
Email and Phone number
Summary
PROFILE SUMMARY: Experienced Product Operations Associate with over 3 years’ experience in operations management, user research, product management, and customer relations. Adept at utilizing knowledge in developing operational strategies, solving problems, investigating novel ways to improve end-user interactions to increase satisfaction, loyalty and overall use. Demonstrated ability to drive brand awareness and grow revenue through effective marketing efforts and analytics. Fast learner with innate communications abilities and a natural curiosity for the many nuances of product management and user experience research. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.
Overview
4
years of professional experience
4
years of post-secondary education
5
Certifications
Work History
Branch InternationalLagos, Nigeria
Product Operations Associate
04.2021 - Current
Job overview
- Design and performs qualitative and quantitative research (surveys, user interviews, focus groups, usability testing, secondary research) to understand customer needs and use of all product.
- Organizes research projects, including scheduling interview participants and managing project timelines and budgets.
- Documents, communicates, and presents findings and recommendations to project stakeholders through written reports and oral presentations.
- Collaborates with Design, Product, Credit, Data Science, Customer Success, and Operations teams to provide holistic view of our customers.
- Assists with gathering feedback from internal teams for creation of all Products Roadmap.
- Assist the product and design teams in the creation and localization of mock-ups and copy for new features.
Branch InternationalLagos , Nigeria
Customer Solutions Associate/Product Operation Volunteer
02.2019 - 03.2021
Job overview
- Effectively identified products and customers’ needs to achieve customer satisfaction and providing status reports.
- Navigated through appropriate customer service systems and tools on time while servicing customers.
- Utilized existing procedures to solve routine or standard customer inquiries while accommodating unusual customer requests.
- Rendered support to the payment team for audit services to identify and address customer account statement errors.
- Provided guidance and ensured team members are aware and in compliance when dealing with customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Proficiently wrote a competitor review for the Branch product team
- Completed user interviews for 40 super referrals and successfully conducted user interviews for the Wallet product.
- Performed research on competitor's response to the new interest rates on CBN's savings and investments for the Nigeria product team with Branch International.
- Coordinated and executed the Usability tests for a different new features release that helped the team to improve the features.
- Developed a customer service learning and development initiative and completed three customer service courses.
- Assisted in writing the competitors monthly update from July till September 2020.
- Assisted in writing an NPS analysis report.
BTDTHubLagos, Nigeria
Business Development Manager
01.2018 - 09.2018
Job overview
- Analyzed monthly sales to identify product lines that needed additional promotion in order to maximize profits.
- Followed up new business opportunities and set up business meetings.
- Communicated new product developments to prospective clients to increase revenue and also client base.
- Identified and mapped out business strengths, competitors' information and customer needs.
- Researched business opportunities and viable income streams and maintained comprehensive knowledge of BTDT’s marketplace.
- Developed and implemented favorable pricing structures balancing firm objectives against customer targets.
- Researched and identified opportunities for account growth, account penetration and market expansion.
AIESEC
Partnership Development Team Member (Volunteer)
01.2017 - 12.2017
Job overview
- Assisted in selling and marketing AIESEC products and exchange program's to sustainable partners.
- Strengthened ties with existing AIESEC partners.
- Identified strategies and initiatives to promote the organization’s goals.
- Engaged partners on issues, activations, events and co-marketing opportunities.
- Collected and analyzed data on established and prospective partners.
- Provided insights that facilitated the development of program's for partners’ success.
- Identified and executed program implementation design.
Exchange Participant – AIESEC CUCG (Volunteer)Sunyani, Ghana
Educator
07.2016 - 08.2016
Job overview
- Worked on an education project to help in the achievement of the United Nation's Vision 2030, Sustainable development goal 4 (Quality Education).
- Engaged students in cross-cultural exchange.
- Collaborated with adults and children to provide safe and educational experience.
- Chose materials and developed lesson plans to enhance skills for individual students.
- Differentiated instruction to meet needs of diverse learners.
- Developed and implemented engaging lesson plans to keep learner attention.
Education
University of IlorinIlorin, KW
B.Ed. Primary from Education Studies
01.2013 - 01.2017
University Overview
Skills
Usability Testingundefined
Certification
Customer Service Mastery – Udemy
Project
Project
Sweet Tooth Bakeries Proposal - https://docs.google.com/presentation/d/1Fstzg5Q8mlcU1fqoXc82D6i3vDHGumZLkrX1-_asSZw/edit?usp=sharing
Insights on user pain points and recommendations for Tiktok - https://docs.google.com/presentation/d/1a9ADZi5bSvkBMAL-D78yCPm3Hioj3Wj-fudyKkq0uv4/edit?usp=sharing
Feedback on the Experience of People using Peer-to-Peer Payment Systems in Nigeria - https://docs.google.com/presentation/d/1t76H0Tnm4dPc2hMIjykdc0EUii8HQBySbtzGpXZISbw/edit?usp=sharing
Quote
The utmost thing is the user experience, to have the most useful experience.
Timeline
Product Operations Associate
Branch International
04.2021 - Current
Product Management Certificate- ProductDive (6 Saturdays)
11-2020
Customer Service: Serving Customers Through Chat and Text – LinkedIn
09-2020
Customer Service: Problem Solving and Troubleshooting – LinkedIn
09-2020
Product Design (UI/UX) – Torilo Academy (4 Saturdays)
08-2020
Customer Service Mastery – Udemy
02-2020
Customer Solutions Associate/Product Operation Volunteer
Branch International
02.2019 - 03.2021
Business Development Manager
BTDTHub
01.2018 - 09.2018
Partnership Development Team Member (Volunteer)
AIESEC
01.2017 - 12.2017
Educator
Exchange Participant – AIESEC CUCG (Volunteer)
07.2016 - 08.2016
University of Ilorin
B.Ed. Primary from Education Studies
01.2013 - 01.2017
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