Executive Assistant Customer Success

VICTORIA EKANEM

**************@*****.***;

WORK EXPERIENCE

Head, Business Operations, Traction Apps Ltd (March 2022 to Date)

- Developed and collaborated to implement and track business performance metrics across 9 business divisions

- Provided data to inform executive level decision making

- Designed strategy for, and supervised implemented business expansion across 4 cities that continues to grow the business by +45% month on month

- Designed and championed implementation of talent needs and new tools across teams

- Coordinated the designing and implementation of business intelligence needs across divisions

- Management of day to day business operations processes

- Coordinating the upgrade project of the headquarter building

- Manage general operations and administrative processes

- Championed monthly, quarterly and annual investors reporting

- Manage internal finance processes and partners

- Top team management

- Championing company wide data management, analysis and data reporting

- Leading the operations, Admin, Business Intelligence and finance teams and processes

- Collaborated with partners to ensure compliance with regulatory bodies and acquire the required certifications Head, Commercial Operations, Traction Apps Ltd (January 2021 to February 2022)

- Direct Leadership of the Customer Success, Customer Experience, and Merchant Support Teams of over 35 persons

- Grew month on month POS terminal deployment to merchants from 30 to over 250

- Grew and managed merchant portfolio from 50 to over 2000 (Two Thousand)

- Grew month on month transaction value from 200 Million to up to 2 Billion Naira

- Developed and managed teams, structures and processes that saw the business grow by over 40% monthly

- Deployed and managed tools and processes for customer success and merchant issues resolution

- Managed and grew merchant activity to over 80%

- Developed Merchant retention programs and processes Head, Corporate Services, Traction Apps Ltd (July 2019 to December 2020)

- Developed and championed the strategy for people management before during and after the lockdown that saw our employee productivity increase by over 60%

- Managed HR processes (Talent Sourcing, Recruitment, Onboarding, Benefits Management, Employee Engagement and Communication, Employee Training and Development etc.), and grew the team from 5 to over 40 persons across teams

- Developed the staff handbook and employee satisfaction programs

- Managed Admin and operations teams and processes

- Managed Finance, Legal and Governance processes

- Managed projects that span across company business operations, people operations management and company expansion

Executive Assistant, Ventures & Trusts Ltd (June 2015 to July 2019)

- Co-managed and implemented strategies for delivering on business advisory and capital raising projects

- Successfully raised over $450 Million for a Tier 2 Nigerian Banking Institution

- Project Managed and successfully raised 700 Million Naira for a top Nigerian Recycling Company

- Managed the fund raising project for Nigeria’s number 1 cash-in-transit (CIT) company

- Co-managed the fund raising project for a Nigerian Medical Hospital Corporate Resources Analyst, Ventures & Trusts Ltd (March 2014 to May 2015)

- Developed programs and tools for employee management

- Developing training materials and conducting training for Junior level staff

- Managed unit wide reporting system and engaged on a weekly basis

- Managed company inventory system

VICTORIA EKANEM

**************@*****.***;

VOLUNTEER EXPERIENCE

Managing Director, Sinews Foundation for Human Development (August 2015 to Date)

- Reached and empowered over 300 youths with hands on skills and resources to start a business

- Placed over 20 children in homes and catered to their needs

- Manage portfolio of partnerships

Mentor, The Covenant Community Groups

- Mentored up to 250 new managers to date

- Provide resources and opportunities to grow their career Mentor, Upgrade Conference

An annual mentorship thought leadership conference designed to equip early and intermediate professionals and entrepreneurs across multiple spheres for inspirational discussions centered on nation building, entrepreneurship and professional excellence. EDUCATION

- Masters in Business Administration (MBA) (2021-2022) University of East London

- Bachelors of Arts (B.A.), Major in International Relations (2009 - 2012) Houdegbe, North American University

PUBLICATIONS

- Author of a thesis paper: Corruption in Nigeria; a Threat to Sustainable Development (2012)

- Author of a report paper: The Role of Cambridge Analytica in the latest American Presidential Election and Brexit Referendum (2022)

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