Franklin Elui

Customer experience and marketing Associate who designs lifecycle email and onboarding automations, runs community driven activations, and uses Intercom and Asana to close feedback loops. Delivered 95% CSAT, increased onboarding efficiency, and improved first contact resolution to 90% while managing support and engagement for over 1,000 learners.

• Supported lifecycle email and onboarding automations in Intercom and the CRM, helping improve onboarding efficiency and course completion rates
• Executed learner support and engagement across chat, email and community channels for 10,000+ plus learners, resolving technical and billing issues.
• Maintained Asana workflows for learner journeys, updated tickets and surfaced product feedback to program and product teams.
• Resolved first contact issues for login and dashboard problems, contributing to a 90 percent first contact resolution rate.
• Assisted with community activations and referral campaigns to increase engagement and nurture learner loyalty.

Managed weekly test samples with high accuracy and compliance, while leading training initiatives and improving lab efficiency.

• Handled 100+ test samples weekly with 98% accuracy and 100% compliance with laboratory standards.
• Led peer training initiatives, improving lab turnaround efficiency by 25% through optimized workflows.
• Translated complex technical diagnostic results into accessible information for patients, increasing satisfaction by 15%.
• Trained five junior interns on laboratory protocols, equipment handling, and quality control procedures, ensuring a 90% training success rate.
• Maintained 100% compliance with SOPs and regulatory standards, ensuring zero compliance violations during audits.

Managed over 15 brand activations and increased customer engagement by 30% through strategic feedback systems and social media utilization.

• Managed over 15 brand activations, increasing customer engagement by 30% through targeted campaigns.
• Designed and analyzed feedback systems that drove a 15% increase in customer satisfaction and loyalty.
• Utilized social listening tools to refine marketing strategies and increase repeat purchase rates by 5%.
• Built and maintained strong customer relationships, increasing repeat purchases by 5% through personalized customer interactions and proactive engagement.