Sadiya Ovaino Idris

SADIYA OVAINO IDRIS SUMMARY Dedicated and results-driven professional with a diverse background in customer success, data analysis, product management, and social entrepreneurship in start-ups and non-profits sector. Proven ability to enhance operational efficiency, drive customer satisfaction, and lead cross-functional teams to successful project completion. Adept at quality assurance, communication, and strategic problem-solving. WORK EXPERIENCE Product Support Specialist, TwinklingTree, Australia Oct 2024 -Sep 2025 Responded promptly to customer inquiries and complaints, delivering accurate information and tailored solutions within company policies and resolving 90% of issues on first contact. Liaised with shipping and logistics partners to streamline order fulfillment and resolve delivery issues, improving on-time delivery rates by 25% and minimizing customer complaints related to shipping delays. CS Quality Assurance Specialist, GovAssist, USA Sep 2023 - Sep 2024 Conduct thorough reviews of customer service representative (CSR) communications to ensure quality and compliance with company procedures. Developed comprehensive reports through presentations highlighting performance trends, areas of excellence, and improvement opportunities, facilitating data-driven decision-making for management. Customer Service Specialist, GovAssist, USA Aug 2022 - Aug 2023 Interacted with customers across diverse communication platforms such as calls, emails, and chat, delivering outstanding service and promptly addressing their inquiries. Demonstrated outstanding communication skills, cultivating transparent and succinct interactions with customers to ensure their requirements were efficiently fulfilled. Attained and maintained an impressive Quality Assurance (QA) score, actively enhancing customer satisfaction levels and achieving a Customer Satisfaction (CSAT) score of 95, thereby significantly contributing to the team's overall success. Customer Success Associate, Paystack, Nigeria Aug 2021 - Aug 2022 Collaborated within the Paystack Reviews team for KYC Remediation, communicating with potential merchants to ensure compliance with rules and regulations. Proactively managed customer concerns, swiftly resolving issues through email, calls, and chats, ensuring effective problem-solving. Cultivated an in-depth understanding of product lines, providing expert guidance to customers during their product selection process. Associate Data Analyst, Dudley Reeves College, Nigeria Jun 2018 - Feb 2020 Conducted thorough research, analyzed findings, and crafted succinct presentations, delivering datadriven insights for decision-making to school stakeholders. Played a key role in implementing a student record filing system through Microsoft Excel and oversaw the school's database, employing analytical tools to enhance business decision-making processes Customer Operations Representative, Ecobank, Nigeria Oct 2016 - June 2017 Implemented proactive strategies to promote bank products and services, effectively engaging with customers to comprehend and address concerns related to the product offerings. Nurtured strong and meaningful customer relationships through timely responses to inquiries and the delivery of exceptional customer service, leading to a sustained 95% customer satisfaction rating VOLUNTEERING EXPERIENCE Programs Coordinator, Zozza Ecocreativity Innovation Jan 2024 - Mar 2025 Coordinated and executed over 10 upcycling and sustainability workshops, engaging 500+ participants and successfully diverting over 1,000 kg of plastic waste from landfills through creative reuse initiatives. Dec 2022 - Jan 2024 Programs Manager, The Enlighten Us Initiative, Nigeria Pioneered impactful campaigns and educational outreach initiatives at the Enlighten Us Initiative, orchestrating and managing 10+ community workshops that engaged over 1500 students. Spearheaded and engaged in dynamic campaigns covering leadership, UN SDGs, mental awareness, climate action, and technology, reflecting the initiative's commitment to holistic education. Outreach Manager, Resilience Inc, USA June 2020 - Sep 2021 Cultivated partnership opportunities, goodwill, and collaboration to build strong relationships to advocate for the SEL curriculum. Researched and analyzed member needs to determine program goals, offerings, and areas in need of improvement. SOFTWARE Google Workspace and Microsoft Office Packages Collaboration tools - Slack, Discord, Microsoft Teams CRM Software – Zendesk, Help Desk, Gorgias E-commerce software - Shopify, BigCommerce Project Management tools - Trello, Asana, Jira, Miro SKILLS Strong verbal and written communication skills demonstrated through customer interactions, presentations, and outreach initiatives. Skilled in conducting data reviews, developing comprehensive reports, and providing data-driven insights for decision-making. Strong analytical and problem-solving skills, evident in streamlining processes, improving data accuracy, and driving efficiency. Eager and quick to learn, shown by rapidly mastering new systems, processes, and product knowledge to enhance customer support and team performance. Strong customer empathy, proven by actively listening to customer needs, addressing concerns with compassion, and building trust to foster positive relationships. EDUCATION AND QUALIFICATION MIT: Masters in Technology Miva Open University, Nigeria BBA: Business Administration in Business Analytics Nexford University, USA Associate Degree: Business Administration Nexford University, USA Product Management | Customer Development LinkedIn Learning in view June 2025 March 2024 May 2021 Diploma: Business Intelligence SIIT Global Mar 2021 Data Analysis with Microsoft Excel and Power BI SkillNG Mar 2020