Customer Success Project Management

EMMANUEL LAWAL

973-***-**** **********@*****.***

Introduction

I’m a motivated and results-driven professional with a strong foundation in leadership, communication, and technical skills. Known for my ability to manage multiple tasks effectively and adapt in high-pressure environments, I thrive on solving challenges and driving success. My expertise spans Agile project management, customer success, and business development, where I consistently prioritize delivering value and maintaining strong client relationships. With a passion for innovation and continuous learning, I’m eager to contribute to impactful projects and help organizations grow.

Skills Summary

Proficient in Agile Project Management

Strong customer success skills

Excellent multitasking and communication abilities Advanced technical skills: Freshdesk, HubSpot, Zendesk, Jira, Microsoft Office Suite Advanced Windows and Mac user

Fluent in English, with proficiency in Russian and Estonian

Education

2019-2022 Estonian Entrepreneurship University of Applied Sciences (MAINOR)

Specialty: Creativity and Business Innovation

Degree: Bachelor of Science (BSc)

2011-2016 Federal University of Technology, Akure (Nigeria) Specialty: Quantity Surveying

Degree: Bachelor of Technology (B.Tech)

Additional Study Experience

ISCAP Instituto Superior de Contabilidade e Administração do Porto 10/2020 - 01/2021 Erasmus Student Exchange Program, ISCAP's Department of Creativity and Business Innovation, Porto

During my enriching semester at ISCAP, Porto, I focused on expanding my knowledge in diverse areas of business. My studies centered around business plan development, HR activities, market surveys, and product testing, providing me with valuable insights into these crucial aspects of the corporate world.

Furthermore, as part of my academic pursuits, I conducted a comprehensive research project titled "Intrapreneurship in Business Organizations: A Systematic Literature Review of How Attitudes of Managers/CEO Affect the Growth of Intrapreneurship." This research aimed to explore the influence of managerial attitudes on fostering intrapreneurship within organizations. Although the article is currently unpublished, this research experience has further honed my analytical and academic capabilities.

Work Experience

Xolo OÜ Financial services

01/2022 - present Customer success Specialist

In my current position, I play a vital role as a diligent and customer-oriented marketing specialist, serving as a crucial link between our clients, marketing commitments, and our products. My responsibilities encompass a wide range of tasks aimed at nurturing strong customer relationships and ensuring seamless experiences throughout their journey.

As part of my role, I take pride in educating new customers, guiding them through our product offerings, and resolving any technical inquiries they may have. My commitment to excellence extends to overseeing the efficient implementation of our products, leaving no stone unturned to ensure customer satisfaction.

I have applied Agile project management principles to improve onboarding workflows, increasing efficiency and adaptability. I oversee multiple onboarding projects, prioritizing tasks to ensure flexibility and quick adjustments when needed.

My contributions to the team go beyond conventional boundaries. Reviewing proposed businesses to tailor the best product solutions for each unique customer is an integral aspect of my daily responsibilities. I am well-versed in effective communication, handling both inbound and outbound calls and crafting persuasive cold emails.

Moreover, my expertise in utilizing tools such as Freshdesk, Freshchat, HubSpot, Zendesk, Confluence, Microsoft Word, Excel, and Jira amplifies my ability to streamline processes and optimize customer interactions. Creating company applications, managing documentation, and ensuring a seamless onboarding experience further exemplify my dedication to delivering exceptional service.

For me, providing outstanding customer service is not just a job requirement; it’s ingrained in my professional DNA. With every customer interaction, I aim to exceed expectations by offering clear, concise, and detailed information, always going the extra mile to address queries promptly and effectively. 3

As an essential marketing component, I take immense pride in my work, contributing significantly to enhancing customer satisfaction and fostering lasting relationships between our valued clients and the products we offer.

Electronics / Telecommunication

08/2021 - 12/2021 Senior Production Specialist

As a key member of Swappie, a leading phone refurbishing company, I had the opportunity to work across multiple departments, each critical in delivering high-quality services and products to our customers. A major part of my role involved diagnosing and troubleshooting iPhones, using my technical skills to quickly identify and resolve issues. I also ensured phones met stringent quality standards by meticulously cleaning and preparing them before grading.

Beyond refurbishing, I contributed to the logistics process by overseeing shipments, ensuring timely deliveries, and securing packaging. My attention to detail in logistics and inventory management helped streamline operations and improve overall efficiency.

Throughout my time at Swappie, I consistently upheld the company's core values and customer-first approach. Working within a dynamic team, I played a vital role in strengthening Swappie’s reputation as a trusted provider of top- tier phone refurbishing solutions.

Sportradar Sport technology

01/2021 - 01/2022 Sport data analyst

As a Sport Data Operator at Sportradar, I played a key role in collaborating with global data journalists to transform live sporting events into accurate, high-quality sports data. My focus on precision and attention to detail helped maintain the integrity of sports data while ensuring comprehensive coverage across multiple sports.

I assisted scouts by verifying and filling in missing information to ensure complete and reliable data reports. I also managed the timing of data submissions, ensuring prompt and accurate delivery of crucial information to stakeholders.

By proactively monitoring for irregularities in data, I contributed to the odd monitoring process, quickly alerting the appropriate teams to maintain the highest standards of accuracy.

With expertise spanning Football, Handball, Volleyball, and Tennis, I provided in-depth data coverage across a variety of sports. Throughout my time at Sportradar, I consistently demonstrated a commitment to precision, efficiency, and delivering exceptional data quality within the sports industry.

Works and Education (University of Ibadan)

Maintenance

01/2005 - 01/2006 Chief QS Assistant

At the University of Ibadan, I held a versatile role within the Office of Works and Maintenance, contributing to Bill Production, Contract Awards, Project Management, and Procurement. My ability to manage multiple aspects of these functions helped ensure the successful execution of projects with a strong focus on cost control.

I was responsible for preparing detailed bills of quantities and tenders for both ongoing and proposed projects. This attention to accuracy in documentation was essential in laying the groundwork for smooth project execution. Additionally, I supervised ongoing projects, coordinating day-to-day schedules to meet timelines while maintaining high quality standards. As a representative of the department, I participated in key meetings, providing valuable updates on project statuses and contributing to collaborative decision-making among stakeholders. My proactive approach ensured clear communication and alignment across all parties involved. One of my significant achievements was managing project costs effectively. By closely monitoring market rates and leveraging my procurement skills, I optimized resource utilization and successfully controlled expenses, delivering value to the University.

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