Jonathan Yakubu Avong

Serve as main customer-facing contact for open-market operations, supporting hundreds of users across major territories through structured problem resolution and communication.
Collect customer concerns, analyze patterns, and escalate feedback to internal teams for product and process improvements.
Build documentation, weekly reports, and onboarding materials to guide new users through systems and processes.
Run engagement campaigns (calls, digital updates, onboarding reminders) targeting multiple customer groups.
Track user activity, identify performance risks, and implement follow-up strategies to improve adoption and engagement.
Coordinate with sales, support, and field teams to ensure alignment on customer expectations and delivery timelines.

Managed relationships with high-value customers across premium locations, ensuring satisfaction, onboarding success, and continuous support.
Delivered training, onboarding walkthroughs, and updates to ensure users understood products, processes, and service workflows.
Identified user needs, pain points, and risk areas, collaborating with internal teams to improve the overall customer journey.
Documented recurring issues, guided customers through troubleshooting steps, and improved communication materials.
Supported digital transformation by helping customers adopt new tools, activation processes, and reporting systems.

Provided dedicated support to key accounts, addressing inquiries, troubleshooting operational issues, and ensuring seamless service delivery.
Maintained customer profiles, account documentation, and historical interaction logs for better tracking and engagement.
Strengthened customer relationships through consistent communication, proactive problem resolution, and structured follow-ups.

Supported thousands of users (patients, staff, community stakeholders) through information management, accurate records, and documentation.
Created and updated onboarding materials, logs, and guidance documents to improve user clarity and system navigation.
Collected user feedback and converted insights into structured reports shared with program leadership.
Resolved administrative support requests and documented solutions to build a repeatable knowledge base.