AZIBANATO OPUENE MELVIN
Product Support Specialist | Customer Experience & Product Enhancement
Lagos, NG.About
Highly effective Product Support Specialist with 3 years of experience, adept at enhancing customer satisfaction and driving product improvements through technical expertise and cross-functional collaboration. Proven ability to resolve complex technical issues, translate user feedback into actionable product features, and optimize operations to boost user retention and business growth. Seeking to leverage a unique blend of customer-centricity and technical acumen to contribute to innovative, customer-focused organizations.
Work
Schoolable (YC 2019)
|Product Support Specialist
Lagos, Lagos, Nigeria
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Summary
Led product support operations for a fintech platform, driving customer satisfaction, product enhancements, and operational efficiency through technical expertise and cross-functional collaboration.
Highlights
Spearheaded resolution of 50+ technical issues/month (payment gateways, invoicing, payroll integrations), improving platform uptime to 99.5% and achieving 98% client satisfaction, directly contributing to customer retention and product stickiness.
Translated user feedback into data-driven product enhancements, proposing 10+ feature improvements (e.g., payroll integration fixes) adopted in product releases, boosting user retention by 12%.
Partnered with engineering teams to diagnose, escalate, and resolve high-priority bugs, reducing resolution time by 25% and enhancing platform reliability for 50K+ monthly active users.
Reduced repetitive support inquiries by 15% by designing self-service documentation (FAQs, troubleshooting guides) and training 50+ users on platform features, increasing adoption by 30%.
Leveraged CRM tools (Zendesk, Airtable) to segment users, track engagement, and automate retention campaigns, increasing renewal rates by 18% and customer lifetime value (LTV) by 20%.
CIIKU International Limited
|Technical Support Intern
Lagos, Lagos, Nigeria
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Summary
Provided critical technical support and system maintenance, ensuring operational stability and efficiency for internal systems and user-facing applications.
Highlights
Monitored and maintained production systems, ensuring smooth operations and minimizing downtime.
Responded to technical disruptions promptly, reducing operational impact and ensuring business continuity.
Created comprehensive system documentation and troubleshooting guides, reducing resolution time for recurring issues by 20%.
Education
Babcock University
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B.Sc (Hon's)
Public Administration
Languages
English
Certificates
Technical Support Fundamentals (Introduction to Hardware, OS, Software, Databases)
Issued By
IBM
Product Management Certification
Issued By
Udemy
Technical Product Management
Issued By
Udemy
Microsoft Suite, Customer Relationship Management, Project Management
Issued By
New Horizon
Foundations of User Experience (UX) Design
Issued By
Skills
Technical Support & Troubleshooting
Technical Support, Troubleshooting, Production Systems, System Documentation, Technical Issues, Bug Resolution.
Product Management
Product Management, Product Requirements, User Stories, Product Roadmap, Agile Methodologies, Sprint Planning, Feature Launches, Product Documentation, Product Launches.
Customer Experience & Engagement
Client Consultation, Onboarding, Customer Experience Optimization, User Feedback, Client Satisfaction, Customer Retention, Customer Lifetime Value (LTV).
Process Improvement & Data Analysis
Process Improvement, Workflow Efficiency, Data Analysis, Reporting, System Performance, User Engagement, Actionable Insights.
Tools & Platforms
Zendesk, Airtable, Jira, Linear, Notion, NOCODB, Microsoft Suite, MySQL, Metabase.