Affiliate & Partnership Manager, SALES AND MARKETING, CUSTOMER SUPPORT

Directed end-to-end helpdesk support operations for thousands of active traders using Zendesk and Avaya, handling technical and financial inquiries with a focus on first-contact resolution.

Accelerated user onboarding and affiliate conversion through interactive walkthroughs covering KYC verification, account security, and trading execution. Managed technical escalations with engineering teams through Slack for bug triage and UI/UX resolution.

Monitored Discourse forums and social channels using Hootsuite, addressed community feedback, and mitigated sentiment risks. Created trader education modules on risk management and platform tools, contributing to a 25% reduction in recurring technical tickets.

Delivered real-time technical setup support for retail and institutional clients implementing automated CeFi/DeFi trading bots and multi-exchange dashboard integrations.

Facilitated technical training workshops on API key management, risk-parameter selection, and spot and futures strategy deployment. Guided traders through arbitrage system configuration, trade execution mechanics, and real-time dashboard performance tracking.

Spearheaded front-line user support and regional community onboarding, guiding new account registrants through platform features and security protocols.

Delivered daily technical market analysis and platform updates to a regional trader community, maintaining an 80% reported accuracy rate. Synthesized client feedback and support-ticket metrics into actionable reports for product developers to improve UI/UX and onboarding flows.

Executive development coursework focused on strategic management, business communication, operational leadership, and cross-functional team management in Lagos, Nigeria.