Priscilla Ikeji

Currently leading customer success and support operations at QShop Tech, driving strategic initiatives to enhance customer lifecycle and business outcomes.

• Streamlined implementation workflows and client training, reducing customer onboarding time-to-value by 40%.
• Spearheaded cross-functional initiatives, resulting in a 25% improvement in NPS and significant expansion of renewal revenue.
• Designed and implemented a comprehensive customer health scoring system to proactively identify at-risk accounts and bolster retention.
• Collaborated with product development teams to integrate direct customer insights, driving the successful delivery of key feature enhancements.

Managed customer onboarding and engagement for a large merchant base at QShop Tech, focusing on satisfaction and churn reduction.

• Managed onboarding and engagement for over 20,000 merchants, consistently achieving a 92% CSAT score.
• Implemented proactive customer health tracking and personalized outreach strategies, reducing churn by 20%.
• Developed comprehensive support playbooks and knowledge bases, leading to a 50% reduction in inbound support volume.

Drove lead conversion and customer adoption through strategic post-sale engagement at Autocheck Africa.

• Boosted lead conversion by 20% through effective post-sale engagement and tailored training programs.
• Developed and implemented success workflows that significantly improved customer adoption rates during early lifecycle stages.

Managed high-volume customer interactions and drove process improvements as a Customer Support Executive at Cheki Nigeria.

• Handled over 1,000 daily customer interactions, maintaining a 95% resolution rate for inquiries.
• Analyzed customer service feedback to identify pain points, leading to the successful implementation of improved process automation.

Streamlined administrative and financial processes at Rubiz Qi Gong, enhancing efficiency and task delivery.

• Automated key finance and administrative processes utilizing digital tools, which reduced manual errors by 70%.
• Orchestrated internal scheduling and logistics, consistently ensuring 100% on-time task delivery within strict deadlines.