Esther Ngozika

About

With a Bachelor's degree in Information Technology from the National Open University of Nigeria, I have built a diverse career focused on empowering communities and enhancing customer experiences. As the founder of Emerge Mentorship, I am dedicated to supporting women in achieving their personal and professional goals through mentorship and empowerment tools. My role as a Customer Success Manager at Boomplay involved leading a remote team to improve customer satisfaction and streamline support processes, resulting in significant efficiency gains. Previously, as a Customer Support Executive, I enhanced user engagement and satisfaction by collaborating with product teams and managing social media support channels. My experience as an Administrative Secretary at Connect Rural Africa involved facilitating internet access to remote areas, promoting economic and educational benefits. Additionally, as a member of ForbesBLK, I contribute to initiatives that empower Black professionals.

Experience

• Founder · Emerge Mentorship10-01-2024

  At Emerge Mentorship, we are committed to empowering women to unlock their full potential and navigate their personal and professional journeys with confidence. Founded on the belief that transformation and growth are within reach for every woman, Emerge provides a supportive community, valuable tools, and guidance to help women take bold steps toward their goals. Our Mission: We strive to help women overcome obstacles, find clarity, and gain the confidence to make meaningful changes in their lives. Whether it's advancing careers, navigating life transitions, or discovering purpose, Emerge equips women with resources and support for continuous evolution. What We Offer: Mentorship & Guidance, Community, Empowerment Tools.

• Member · ForbesBLK08-01-2024

  As a member of ForbesBLK, likely contributed to networking and collaboration opportunities within the community, supporting initiatives and discussions aimed at empowering Black professionals.

• Customer Success Manager · Boomplay07-01-2022

  - Collaborated with cross-functional teams to enhance customer experiences, resulting in a 25% increase in customer satisfaction ratings within six months. - Managed a remote team of 10 customer support representatives, ensuring seamless operations and achieving a 95% response rate to customer inquiries. - Coordinated training sessions for new hires, leading to a 30% reduction in onboarding time and improved overall team performance. - Streamlined support processes by implementing new CRM software, which improved efficiency by reducing ticket resolution time by 20%. - Implemented customer feedback loops that led to actionable insights, improving product features and increasing customer retention by 15%. - Led weekly team meetings to foster collaboration and share best practices, which contributed to a cohesive team culture and enhanced remote communication. - Optimized workflows by developing standard operating procedures (SOPs), resulting in a 40% decrease in customer escalations and improved issue resolution.

• Customer Support Executive · Boomplay06-01-2020 – 10-01-2022

  - Provided world-class customer support to users by resolving issues, answering questions, and providing timely and effective solutions, resulting in high user satisfaction ratings and positive feedback. - Built strong relationships with users by communicating in a friendly, professional manner and showing empathy for their concerns, leading to increased user loyalty and retention. - Collaborated with product and engineering teams to identify and resolve issues impacting users and provided feedback for product improvements, resulting in a better user experience and increased user engagement. - Analyzed support metrics and trends to make data-driven decisions for improving support processes and tools, resulting in increased efficiency, improved response times, and reduced support ticket volume. - Managed social media support channels, ensuring timely and effective support to users on social media platforms, resulting in increased engagement and user satisfaction. - Created and maintained knowledge base and support documentation, reducing the number of support tickets and improving user experience, resulting in increased efficiency and productivity. - Provided training and guidance to support team members, ensuring they had the necessary skills and knowledge to provide high-quality support, resulting in a highly skilled and motivated support team. - Continuously looked for ways to improve support processes and tools, and provided feedback to management for improving the overall customer experience, resulting in a better user experience and increased user loyalty.

• Administrative Secretary · Connect Rural Africa01-01-2019 – 11-01-2020

  Connect Rural Africa is a non-profit organization tasked with delivering internet access to remote rural locations in Africa. It is believed knowledge is power and the provision of internet access to these locations will provide economic benefits - stream gaming, smart farming, better data control for health services, and improved education. The organization aims to utilize cheap and readily available technology such as TV-whitespace to achieve its aims.

Education

• National Open University of NigeriaBachelor's degree, Information Technology

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