Tinuola Oyepitan
Lagos,LA
Summary
Dynamic and results-driven professional with extensive experience in product management, customer success, and process optimization across multiple sectors. Proven track record of leading product development, optimizing user experiences, and driving operational efficiencies.
A continuous learner, dedicated to leveraging data-driven insights and market trends to enhance growth and innovation. Seeking to leverage these experiences and insights through an MBA with a concentration in Information Technology, with a goal of leading transformative initiatives in the tech industry.
Overview
6
6
years of professional experience
Work History
Product Manager
Mono Technologies
10.2023 - Current
- Managed platform products and developer documentation for API infrastructure supporting multiple FinTech startups, driving product innovation and operational efficiency across various markets in Africa.
- Led the design and development of an upgraded internal operations management system "Boring", streamlining compliance processes, and customer management , resulting in 24% reduction in onboarding time and reduce churn rate from 35% to a healthy 10% in four months.
- Designed and implemented a settlement management process for Mono's DirectPay, providing instant settlement and custom settlements for payment partners, improving internal payment operations and settlement efficiency.
- Led end-to-end product development from inception to launch for Mono Disburse, enabling businesses to distribute funds to multiple bank accounts using their wallet or linked accounts, improving liquidity management for partners.
- Collaborated with design, engineering, and support teams to drive product improvements utilizing user feedback and data analysis, ensuring alignment with market needs and user satisfaction.
- Spearheaded the development of Gatekeeper, a real-time fraud management system for payments processing, utilizing machine learning to monitor transaction patterns, detect anomalies, and significantly reducing attempted fraud value by 24% and actual value lost by 19%.
Partner Success Manager
Mono Technologies
09.2021 - 09.2023
- Led product strategy for user experience on Mono DirectPay, resulting in 45% reduction in payment abandonment rate and a 30% increase in conversion, significantly improving customer satisfaction and retention.
- Managed team of Customer Success Associates overseeing fin-tech start-up accounts with annual revenue of approximately $120k, ensuring high levels of customer engagement and success.
- Developed and implemented user retention and partner win-back programs, leading to a 20% increase in customer retention, improving long-term partner relationships and customer loyalty.
- Collaborated with product managers and analysts to ideate, prioritize, and deliver impactful solutions for enhancing developer experience, ensuring the platform’s competitiveness in the market.
- Automated and streamlined compliance management for business verification, reducing the onboarding time from 2-3 hours to just 30 minutes, significantly enhancing operational efficiency.
- Defined and created key performance metrics to guide decision-making processes, ensuring the measurement of user success, partner growth, and support satisfaction, driving data-driven improvements across the board.
- Led the migration to a new CRM system, reducing ticket resolution time from 1 hour to 15 minutes and increasing overall customer support satisfaction by 50%.
- Generated detailed reports and analytics on key accounts for senior management, providing insights that drove strategic decisions regarding customer engagement and account management.
- Collaborated with sales teams to identify growth and upsell opportunities, developing strategies that led to a 10% revenue increase in 20% of engaged customers.
- Proactively monitored customer usage and developed issue resolution and escalation strategies, introducing Service Level Adherence (SLA) guidelines to ensure timely and structured support, improving ticket resolution and customer satisfaction.
Customer Success Associate
Traction Apps
09.2020 - 09.2021
- Onboarded and engaged 20-30 new customers daily, effectively communicating product features and ensuring smooth transitions through the onboarding process.
- Developed and implemented actionable roadmaps that improved the user onboarding process, reducing time to first transaction by 30%, increasing user efficiency and satisfaction.
- Advocated for customers by integrating feedback into product development, marketing, and sales strategies, ensuring the customer’s voice was central to decision-making processes.
- Served as the primary liaison for new customer onboarding, leading end-user training and providing ongoing post-go-live support to ensure seamless adoption of the product.
- Facilitated multiple training webinars, driving a 60% increase in user activity and a 20% increase in transaction volume by enhancing customer understanding of product features.
- Utilized user metrics and data analysis to prioritize issue resolution, contributing to improved customer satisfaction
- Conducted market and user research in collaboration with product development teams to tailor app frameworks based on emerging consumer trends, aligning product offerings with market demand.
Program Associate
Gokada
06.2019 - 01.2020
- Reduced onboarding time for new pilots by 15% by evaluating the effectiveness of training programs and in-app onboarding, providing actionable recommendations to the product team to streamline the process.
- Led end-to-end process mapping for the procurement of new pilots on Gokada app and Google Maps Navigation System, resulting in cost savings of $9.8k and improved operational efficiency.
- Guided the implementation of motorcycle riding simulation software, enhancing grading efficiency by 25% and reducing result delivery times by 20%, ensuring more effective training outcomes.
- Developed comprehensive training plans and instructional materials for Pilot Training Courses, including detailed routes for practice tests, aligning the curriculum with performance goals.
- Authored pilot training manuals that adhered to strict company guidelines, motorcycle safety standards, and local legislation, ensuring compliance and safety across training programs.
Software Intern
Bluechip Technology
04.2018 - 09.2018
- Conducted use case testing to assess functionality of applications, providing detailed procedural documentation and reports to ensure smooth deployment and minimize post-launch issues.
- Identified and recommended methods for process improvement, contributing to the optimization of system functionality and performance.
- Diagnosed and documented software bugs, compiling findings and proposed solutions to share with the Lead Project Manager for timely resolution.
- Enhanced expertise in Cloud Computing and Business Intelligence tools by actively participating in all available training seminars, contributing to improved technical knowledge and performance.
- Delivered high-level clerical support, efficiently managing a broad range of routine and specialized tasks, ensuring smooth operational workflows.
- Professionally interacted with customers via phone, email, and in-person, providing information and facilitating connections to appropriate staff members for issue resolution.
- Trained in various web tools and programming languages, expanding technical proficiency and contributing to project development initiatives.
Education
Bachelor of Science - Computer Science
Babcock University
Ilishan-Remo, Ogun06.2019
Skills
- Project Management
- Data Analysis
- Technical documentation
- Prototyping
- Product Strategy
- Market Research
- UI/UX
- HTML & CSS
- Agile Methodologies
- Scrum
Training
- Product Management, Utiva Training School
- Nanodegree in Product Management, Udacity
Timeline
Product Manager
Mono Technologies
10.2023 - Current
Partner Success Manager
Mono Technologies
09.2021 - 09.2023
Customer Success Associate
Traction Apps
09.2020 - 09.2021
Program Associate
Gokada
06.2019 - 01.2020
Software Intern
Bluechip Technology
04.2018 - 09.2018
Bachelor of Science - Computer Science
Babcock University
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