Etieno Udoh-Joseph
Product Manager
Ogudu, Lagos
Summary
Diligent product manage, committed to achieving operational objectives of each project by contributing to strategic plans and reviews. Hands-on experience planning, analyzing and implementing assigned projects and establishing schedules and project parameters. Solves critical issues in time-sensitive environments.
Overview
2
2
years of professional experience
6
6
years of post-secondary education
Work History
Assistant Project Manager Intern
Dillion Solutions
10.2023 - Current
- Assisted project team in developing project plans, timelines, and budgets for various initiatives.
- Conducted research and analysis to support decision-making processes and identify potential risks.
- Coordinated with cross-functional teams to ensure timely completion of project milestones and deliverables.
- Assisted in conducting post-project evaluations to identify areas for improvement and implement best practices moving forward.
- Used word document to create and maintain comprehensive project documentation.
- Enhanced project efficiency by streamlining communication between team members and stakeholders.
- Used process improvement tools, Jira and Gantt chart to separate and combine tasks into efficient workflow, improving efficiency
Customer Success Associate
Fairmoney
08.2022 - Current
- Provided expert advice to customers regarding product features, usage, and best practices, enhancing their overall experience
- Maintained 90% retention and 80% recovery rate
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Supported clients during critical events or emergencies by providing timely assistance and guidance, minimizing potential impact on their operations.
- Proactively manage a portfolio of over 500 clients weekly, ensuring their needs are met and objectives are achieved.
- Cross-trained and backed up other customer service managers
- Updated account information to maintain customer records
- Investigated and resolved customer inquiries and complaints promptly
- Maintained up-to-date knowledge of product and service changes
Customer Service Representative
GIG Group
Lagos, LA
02.2024 - 08.2024
- Utilized customer service software to manage interactions and track customer satisfaction.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Updated account information to maintain customer records.
- Trained new personnel regarding company operations, policies and services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Associate of Science - Education
University Of Benin
Benin City, Edo, Nigeria 09.2014 - 10.2019
Project Management - Project Management
Cousera
Lagos 01.2022 - 01.2023
Skills
Project Planning and Prioritization
Knowledge of project management methodologies (eg, Agile, Waterfall)
Customer relationship management
Adaptability
Time Management
Analytical Thinking
Cross-functional collaboration
Customer onboarding and training
Timeline
Customer Service Representative
GIG Group
02.2024 - 08.2024
Assistant Project Manager Intern
Dillion Solutions
10.2023 - Current
Customer Success Associate
Fairmoney
08.2022 - Current
Project Management - Project Management
Cousera
01.2022 - 01.2023
Associate of Science - Education
University Of Benin
09.2014 - 10.2019