Valentine Enedah

Customer Success Specialist - Crypto

Token Metrics

Apr 2024 - Current (2 years)

• Maintained a 90% CSAT and reduced Intercom response time to under 30 minutes by optimizing support workflows and customer interactions. • Moderated Discord & Telegram communities, enforcing guidelines, mitigating spam/scams, and enhancing user engagement. • Optimised Intercom Fin AI Agent to handle inquiries, reducing repetitive questions and improving automated responses. • Used Snowflake to debug user issues and update account plans. • Collected and analyzed customer feedback via Featurebase, sharing insights with the product team to drive improvements. • Assisted the Product team in creating Planning Poker sessions for Research, Engineering, and AI teams to prioritize issues effectively. • Filed and tracked bugs using Linea

B

IT Support Specialist

B=MC2 IT Solutions | BMAC Technologies

Apr 2024 - Jul 2024 (4 months)

• Managed email inboxes using Notion, maintaining no more than 5 read emails at a time to ensure task prioritization and timely responses. • Used Google Maps to assist technicians in optimizing routes and locating customer addresses for home installation services. • Scheduled and dispatched technicians through Salesforce Field Services Management to streamline resource allocation and service efficiency. • Generated and processed accurate customer invoices using Square, ensuring timely billing and payment tracking. • Supported remote technicians using AWS Systems Manager to troubleshoot devices in real time via Session Manager, along with AnyDesk for additional remote access, and VPN setups to maintain secure and reliable service delive

T

Customer & Talent Operations Lead

Tribesquare

Sep 2023 - Dec 2023 (4 months)

• Designed and implemented the first-ever talent program, establishing a structured process for recruiting both technical and non-technical talent, driving revenue through strategic outsourcing. • Streamlined talent tracking and scheduling using Google Calendar, Calendly, and Leads Doc, ensuring efficient coordination and timely placements. • Conducted 100+ interviews, successfully onboarding 10+ top talents, strengthening the company's talent pool and enhancing client satisfaction. • Drafted and managed contracts for outsourced talents, using Leads Doc to facilitate contract negotiations, ensure legal compliance, and secure competitive salaries for talent.

E

Customer Support Officer

EntryLevel

Jun 2023 - Apr 2024 (11 months)

• Utilized Intercom to optimize customer communication, reducing response time by 91.25% (from 1 day to 2 hours and 30 minutes) within three months. • Managed and moderated a 10,000+ member Discord community, leading weekly AMAs and providing real-time support to enhance user engagement. • Used Metabase to process user refunds, delete accounts, grant subscriptions, adjust subscription dates, and provide completion overrides for users on EntryLevel's gamified e-learning platform. • Leveraged Snowflake to analyze user data, enabling efficient troubleshooting and resolution of customer issues. • Created and maintained macros in Intercom for faster and more consistent user responses, documenting workflows in Notion for team-wide accessibil

Z

Technical Support Specialist

Zike Wu Inc.

May 2023 - Sep 2023 (5 months)

• Provided technical support via Intercom for clients' WordPress websites, diagnosing and resolving issues to reduce downtime by 30% and enhance site performance. • Automated project workflows in Airtable and Notion, improving operational efficiency by 20% and streamlining task management for development teams. • Utilized Forecast to track project timelines, ensuring on-time delivery of website builds and support requests. • Created and maintained a knowledge base in Notion, reducing resolution time for recurring technical issues and accelerating internal team onboarding. • Offered administrative assistance alongside technical support, ensuring clients achieved optimal runtime with their websites, which contributed to overall c

Slogging/Community Advocate

Hackernoon

Dec 2022 - Mar 2023 (4 months)

• Created 12 dataset listicles for the machine learning community on HackerNoon, providing valuable resources for researchers and developers. • Published and engaged with 30+ slogging posts created by the community and staff of HackerNoon, fostering a collaborative environment. • Removed spammy links from over 30+ articles, improving the quality of content on the platform. • Provided administrative assistance to writers by offering support on article publication and guidance on utilizing our platform effectively to expand their reach, enhancing overall community engagement. • Utilized CRM skills to track interactions with community members, ensuring a responsive and supportive environment. • Delivered virtual assistance to facilit

Z

Associate, Product & Customer Success

Zummit Africa

May 2021 - Jun 2023 (2 years 2 months)

• Championed customer success for a Natural Language Processing (NLP) product by implementing structured roadmaps and agile scrum methodologies, aligning with customer needs. This approach led to a 36.67% increase in customer satisfaction (from 60% to 82%) among the first 100 beta users. • Served as a liaison between customers and the technical team, analyzing feedback on the Academy's Data Science program difficulty and implementing targeted improvements, resulting in a 50% boost in course completion rates. • Guided and supported 30 students through their enrollment journey in the Academy's Data Science program, ensuring a seamless experience from onboarding to course completion. Additionally, trained and mentored 2 new support members to

Valentine Enedah

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