Timothy Okoli
Magodo II,Lagos
Summary
A highly motivated and results-oriented customer success professional with 2 years of experience in web3 and fintech customer relations, thriving in the dynamic environment of remote work and distributed teams. Adept at building and maintaining positive relationships, exceeding customer expectations, and contributing to business growth. Possesses a strong foundational knowledge of product management principles, eager to leverage them to enhance customer journeys and drive success. Highly adaptable and self-directed, accustomed to working with minimal supervision and continuously learning and evolving in my career.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
Work history
Customer success manager
Kotani Pay
Nairobi, Nairobi Kenya
2023.04 - 2024.02
- Managed customer accounts in the web3 and FinTech industries, providing exceptional support and resolving inquiries effectively.
- Increased customer satisfaction by [quantifiable metric] through personalized communication and proactive problem-solving.
- Assisted in onboarding new customers, ensuring smooth integration and understanding of the product/service.
- Utilized data analysis to identify customer needs and opportunities for improvement.
- improved cross-departmental collaborations, to improve customer satisfaction
- Built meaningful client relationships using a multi-channel approach.
- Coordinated customer surveys and worked with analysts to uncover insights and trends.
- Proposed policy and process adjustments to improve customer experiences.
- Trained internal teams on meeting customer needs and enhancing service experiences.
- Achieved high customer retention with concerted engagement.
- Measured customer satisfaction and proposed solutions to bridge improvement gaps.
- Evaluated customer feedback and presented findings to stakeholders to improve retention strategy.
Operations manager/ customer success
Fuhlstack Inc ·
Lagos, Lagos, Nigeria
2023.01 - 2023.04
- Minimised discrepancies by effectively training employees on best practices, policies and procedures.
- Reduced costs and improved operations by analysing processes and customer feedback.
- Managed and motivated high-performing teams for successful KPI attainment.
- Led overall direction, coordination and evaluation of department functions.
- Strategically scheduled and managed [Number]+ staff members, maintaining high-performing business operations.
- Supervised daily operations, acting as point of contact for any queries or obstacles.
- Tracked and reported on KPIs, investigating variances and developing solutions to address bottlenecks or constraints.
Project manager
Deltastack
Delaware, Delaware, United states
2022.04 - 2023.04
- Led daily stand-up meetings to ensure tasks were completed on time and communicated changes to stakeholders
- Conducted regular project reviews to ensure progress against objectives was on track
- Used project management tools and techniques for positive, successful outcomes.
- Collaborated with the development team to ensure tasks were completed on time and met quality standards
- Delivered on projects' key objectives with agreed budgets, timelines, and standards.
- Managed inter-departmental communication to ensure all team members were on the same page
- Led cross-functional teams in project completion, offering continuous guidance to proactively mitigate delays.
- Managed workforce planning, compiling information for informed decision-making.
Product manager
Ownage Fiditech LLC
Lagos, Lagos, Nigeria
2021.02 - 2023.04
- Developed product documentation to communicate and align key components of upcoming features and products to internal teams.
- Collaborated with sales, marketing and support teams to launch products on time and within budget.
- Monitored market trends and competitor performance and analyzed gaps to update promotional strategies and maximize sales.
- Championed customer experience throughout product development process.
- Fostered cross-functional collaboration to drive innovation and efficiency.
- Addressed challenges and mitigated risks proactively throughout product lifecycle.
- Monitored and reported on KPIs, leveraging data for continuous improvement.
- Collaborated with finance to develop robust business cases for product viability and profitability.
- Managed product development cycle, prototyping designs and coordinating mass production.
Customer success/ Socials (Intern)
Earnathon
Lagos, Lagos, Nigeria
2021.01 - 2021.04
- Compiled and reviewed consumer data on patterns and preferences for marketing information.
- Brainstormed ideas with clients and stakeholders to maximize project potential.
- Wrote engaging, entertaining, and informative media scripts for different uses.
- Conducted market research to understand customer base and enhance products.
- Crafted campaigns using market understanding, consumer analysis, and advertising psychology.
- Coordinated placements for television and radio, social media and print publication advertisements.
- Networked with media and PR professionals to build campaign reach.
- Developed marketing plans to support department strategies.
- Maximized media coverage through tactical planning and communications.
Event manager (Intern)
Cryptotvplus
Lagos, Lagos, Nigeria
2021.01 - 2021.04
- Planned and efficiently organized activities, details, and timelines for large- and small-scale events.
- Prepared, monitored, and maintained event budgets.
- Created venue layouts that maximize space and increase profits.
- Helped put together Blockchain and crypto-related events, including preparing event calendars and coordinating resources.
- Understood event timelines and coordinated staff to meet required deadlines.
- Identified opportunities for customer account growth to increase value and loyalty.
- Delegated tasks to meet changing event demands, achieving agreed timings and maintaining professional standards.
Education
Nano degree - Product management
Udacity
United States 2022.02 - 2022.06
Bachelor of Education - English Language, and Literature
University of Nigeria
Nsukka, Enugu State, Nigeria 2015.11 - 2019.11
Skills
- Support Management
- Customer Service Management
- Customer Relationship Management (CRM)
- Customer Retention
- Customer Satisfaction
- customer loyalty
- Customer Experience
- Project Coordination
- Microsoft suit
- Presentation
- Attention to details
- product management
- project management
- critical thinking
- Team leadership
- content writing
- proofreading
- Event planning
- Web3
- general operations
Languages
English
Fluent
Igbo
Native
Pidgen English
Fluent
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Quote
Success usually comes to those who are too busy to be looking for it.
Henry David Thoreau
Timeline
Customer success manager
Kotani Pay
2023.04 - 2024.02
Operations manager/ customer success
Fuhlstack Inc ·
2023.01 - 2023.04
Project manager
Deltastack
2022.04 - 2023.04
Nano degree - Product management
Udacity
2022.02 - 2022.06
Product manager
Ownage Fiditech LLC
2021.02 - 2023.04
Customer success/ Socials (Intern)
Earnathon
2021.01 - 2021.04
Event manager (Intern)
Cryptotvplus
2021.01 - 2021.04
Bachelor of Education - English Language, and Literature
University of Nigeria
2015.11 - 2019.11