Udoh Nsembo Kelven
Customer Experience & Community Engagement Professional
Lagos, NG.About
Highly analytical and results-driven professional with over 5 years of experience in customer support, community management, and product development, specializing in fintech and tech ecosystems. Proven ability to enhance customer satisfaction, drive community engagement, and contribute to product improvements through data-driven insights and cross-functional collaboration. Adept at troubleshooting complex issues, managing diverse communication channels, and fostering brand consistency to achieve organizational objectives.
Work
Delaware, Delaware, US
→
Summary
Currently drives exceptional customer support and enhances user experience for a fintech platform, leveraging Intercom and email to resolve complex inquiries and inform product improvements.
Highlights
Delivered excellent customer support via Intercom and email, ensuring timely and clear resolution of inquiries to enhance user satisfaction.
Troubleshot and resolved complex customer issues, efficiently escalating critical problems to appropriate teams for specialized intervention.
Analyzed and documented all customer problems, generating insights for reporting and strategic product improvement initiatives.
Collaborated effectively with cross-functional teams to resolve intricate customer challenges and continuously improve overall customer experience.
Delaware, Delaware, US
→
Summary
Drove outstanding customer experiences for a crypto trading and international money transfer platform, resolving inquiries via live chat and email to maximize product utilization and satisfaction.
Highlights
Managed high-volume customer inquiries via live chat (Intercom) and email, consistently boosting customer satisfaction through clear and timely responses.
Diagnosed and resolved diverse customer issues, efficiently escalating complex problems to specialized teams for swift resolution.
Collected and analyzed customer problem data, generating comprehensive reports that informed strategic product and service enhancements.
Partnered with cross-functional teams to address root causes of customer issues, directly contributing to product improvements and enhanced user experience.
Lagos, Lagos, Nigeria
→
Summary
Provided comprehensive technical support and community management for a company's ecosystem, ensuring user satisfaction and fostering brand consistency.
Highlights
Delivered technical support and troubleshooting for diverse user issues, ensuring timely and effective resolutions across the company ecosystem.
Analyzed and documented customer feedback to identify recurring issues, providing critical data for product improvement and operational efficiency.
Partnered with cross-functional teams to address user challenges, contributing to improved product functionality and a seamless customer journey.
Managed community engagement initiatives, successfully fostering brand consistency and awareness through strategic community building efforts.
Developed detailed Product Requirement Documents (PRDs) as an Associate Product Manager, guiding engineering and design teams in the successful launch of new features and enhancements.
Lagos, Lagos, Nigeria
→
Summary
Led communications and marketing efforts for a coworking space, enhancing customer experience, driving community engagement, and managing virtual operations.
Highlights
Managed all customer inquiries across social media, WhatsApp Business, and phone, providing accurate information on coworking space plans and pricing.
Streamlined payment information processes and maintained comprehensive records for all paying customers, supporting efficient account management and service delivery.
Conducted office tours and managed the onboarding process for new members, facilitating seamless access to coworking amenities and services.
Provided continuous support to members, resolving concerns and actively fostering a productive and comfortable coworking environment.
Cultivated a thriving virtual coworking community, curating engaging content and organizing programs, workshops, and networking events to support member growth and success.
Lagos, Lagos, Nigeria
→
Summary
Reported on key developments and activities in the tech ecosystem, specializing in fintech, providing in-depth analysis of industry trends and innovations.
Highlights
Authored in-depth analyses and reports on key developments within the tech ecosystem, with a specific focus on fintech trends, funding rounds, and regulatory changes.
Provided valuable insights into innovations shaping the industry, contributing to the publication's authority and readership.
Volunteer
nHub Nigeria
|Volunteer
→
Summary
Mentored learners and facilitated community events for the Andela Learning Community project, contributing to participant success and project completion.
Highlights
Mentored and supported 50% of learners in the Andela Learning Community project, achieving 100% course content and project completion.
Organized and facilitated five physical meetups, providing essential guidance and fostering a collaborative learning environment for participants.
Education
Ajayi Crowther University
→
Bachelor of Science (BSc)
Computer Science
Courses
Discrete Structures
Computer Logic & Circuit Design Modeling & Simulation
Introduction to Web System
Artificial Intelligence & Expert Systems
Lagos State University of Science and Technology
→
Higher National Diploma (HND)
Computer Science
Courses
Operating System
Database Design
Human Computer Interface
Project Management
Entrepreneurship Management
Introduction to Artificial Intelligence
Small Business Startup
Languages
English
Certificates
Certificate in Innovation Management
Issued By
Erasmus University
Certificate, Product Management Essentials
Issued By
Future Learn x Atlassian
Certificate, Entrepreneurship: From Business Idea to Action
Issued By
King's College, London
Fundamentals of Digital Marketing
Issued By
Google Digital Skills for Africa
Skills
Customer Support
Intercom, Live Chat, Email Support, Customer Issue Resolution, Troubleshooting, Feedback Management, Complaint Analysis, Customer Satisfaction, Customer Experience (CX), Cross-functional Collaboration.
Community Management
Community Building, Brand Consistency, Brand Awareness, Stakeholder Engagement, Program Development, Event Organization, Content Curation, Virtual Community Management.
Product Development
Product Requirement Documents (PRDs), Feature Development, Product Enhancement, Design Team Collaboration, Engineering Team Collaboration, Product Improvement.
Communications & Marketing
Social Media Management, WhatsApp Business, Phone Communications, Content Curation, Market Research, Reporting, Digital Marketing.
Technical Skills
Computer Science, Operating Systems, Database Design, Human Computer Interface, Artificial Intelligence, Web Systems, Discrete Structures, Computer Logic & Circuit Design, System Analysis.
Project Management
Project Planning, Project Delivery, Process Optimization.
Entrepreneurship & Innovation
Business Idea Development, Startup Management, Innovation Management, Strategic Planning.