DANIEL EDEM TSIKPLORNU
ACCRA
Summary
Accomplished Lead Product Manager with a proven track record at Coupons Ghana LLC, excelling in data-driven decision-making and cross-functional leadership. Spearheaded product pivots and roadmapping, enhancing market adaptability and customer satisfaction. Renowned for exceptional communication skills and a results-driven approach, significantly raising brand awareness and stakeholder engagement.
Overview
5
5
years of professional experience
Work History
Lead Product Manager
Coupons Ghana LLC
02.2023 - Current
- Led successful product pivots, adapting to market changes and maximizing the company''s ability to capitalize on new opportunities.
- Developed detailed product roadmaps, prioritizing features based on user needs and business goals.
- Streamlined the product development process for quicker market launch and improved customer satisfaction.
L1 Technical Support Engineer
MSPBYTES LLC
10.2021 - Current
- Reduced downtime by proactively identifying potential technical issues and implementing preventive measures.
- Supported high-profile clients with special requirements, delivering personalized assistance tailored to their unique needs.
- Improved customer satisfaction by providing timely and efficient technical support.
- Collaborated closely with product development teams, providing valuable input on potential improvements based on customer feedback and support experiences.
Customer Support Supervisor
IQ OPTION LLC
06.2020 - 09.2021
- Enhanced team performance by conducting regular training sessions and offering constructive feedback.
- Analyzed customer feedback to identify areas for improvement.
- Verified accurate data entry and maintenance of information in SAP CRM system.
- Evaluated agent performance through quality assurance monitoring, identifying areas for improvement and providing targeted coaching as needed.
- Created and optimized scripts and tools for automating routine tasks
Customer Support Specialist
IQ OPTION LLC
09.2019 - 06.2020
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed an average of 100 tickets daily while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Determined the needs of traders and assisted them in using the trading platform with ease.
Education
Master of Science - Petroleum Engineering
ST. PETERSBURG MINING UNIVERSITY
ST. PETERSBURG06.2017
Bachelor of Science - Petroleum Engineering
ST. PETERSBURG MINING UNIVERSITY
ST. PETERSBURG06.2015
Skills
Design thinking
Data-driven decision-making
Cross Functional Leadership
Product Roadmapping
Data analytics
Analytical
Excellent communication
Organized
KPI Tracking
Project Planning
Product Strategy
Product Lifecycle Management
Languages
Russian
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Lead Product Manager
Coupons Ghana LLC
02.2023 - Current
L1 Technical Support Engineer
MSPBYTES LLC
10.2021 - Current
Customer Support Supervisor
IQ OPTION LLC
06.2020 - 09.2021
Customer Support Specialist
IQ OPTION LLC
09.2019 - 06.2020
Master of Science - Petroleum Engineering
ST. PETERSBURG MINING UNIVERSITY
Bachelor of Science - Petroleum Engineering
ST. PETERSBURG MINING UNIVERSITY
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