Azibanato Opuene Melvin

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 Experience

Product Support Specialist

Schoolable (YC 2019)

Jan 2022 - May 2024

Lagos, Lagos, NG

Led product support operations for a fintech platform, driving customer satisfaction, product enhancements, and operational efficiency through technical expertise and cross-functional collaboration.

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%.

Technical Support Intern

CIIKU International Limited

Aug 2020 - Apr 2021

Lagos, Lagos, NG

Provided critical technical support and system maintenance, ensuring operational stability and efficiency for internal systems and user-facing applications.

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

Public Administration

Babcock University

Aug 2013 - Aug 2020

Ilisan-Remo, Ogun State, Nigeria

Certificates

Technical Support Fundamentals (Introduction to Hardware, OS, Software, Databases)

IBM

Product Management Certification

Udemy

Technical Product Management

Udemy

Microsoft Suite, Customer Relationship Management, Project Management

New Horizon

Foundations of User Experience (UX) Design

Google

Languages

English

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