Sampson Branson

Web3 Community Manager | Customer Service Professional

About

Proactive and customer-focused professional with a unique blend of hospitality and Web3 expertise, passionate about delivering exceptional client experiences. Excels in conflict resolution, communication, and customer engagement, leveraging strong interpersonal and digital customer support skills. Committed to bridging the gap between technology and user experience by managing online communities, resolving complex concerns, and maintaining high service standards to drive satisfaction and retention.

Work Experience

Customer Service Representative

99 Apartments

Jan 2024 - Dec 2024

Lagos, Lagos, NG

Served as the primary client contact, effectively managing inquiries and coordinating maintenance to enhance tenant-landlord relationships and satisfaction.

  • Acted as the primary point of contact for clients, efficiently managing diverse inquiries, complaints, and service requests for apartment rentals.
  • Ensured smooth apartment maintenance coordination between tenants and property owners, significantly reducing resolution times and improving efficiency.
  • Strengthened customer relationships and trust, successfully improving client retention and overall satisfaction through proactive engagement.

Housekeeping Supervisor

Tife Retours and Apartments

Jan 2023 - Feb 2024

Lagos, Lagos, NG

Supervised housekeeping operations and staff to ensure high standards of cleanliness and guest satisfaction across apartment facilities.

  • Supervised a team of housekeeping staff, meticulously ensuring the cleanliness and maintenance of multiple apartment units.
  • Managed staff schedules and comprehensive training programs, upholding stringent standards of hygiene and guest satisfaction.
  • Coordinated effectively with management to promptly resolve guest complaints, contributing to a consistently pleasant guest environment.

Customer Service Care

Yatch Hotel

Jan 2021 - Dec 2022

Lagos, Lagos, NG

Delivered high-quality customer service at a hotel, managing guest interactions from check-in to proactive complaint resolution.

  • Delivered high-quality customer service, assisting guests with efficient check-in processes, inquiries, and proactive complaint resolution.
  • Significantly improved guest satisfaction scores through personalized service and effective issue resolution strategies.
  • Utilized specialized hotel software to accurately track guest interactions and service requests, enhancing operational efficiency.

Education

General Studies

Victory Island Secondary School

Sep 2021 - Jun 2023

Lagos, Lagos, NG

Volunteer

Web3 Community Manager, Moderator & Customer Service Representative

DEX Online (DESA)

Sep 2024 - Feb 2025

Remote, Lagos, NG

Led Web3 community engagement and customer support initiatives for DEX Online, enhancing user experience and platform satisfaction.

  • Managed and moderated online communities for Web3 platforms, fostering engagement and maintaining positive interactions, achieving over 20% engagement rate growth.
  • Provided dedicated customer support to Web3 users, effectively resolving inquiries and significantly improving overall platform satisfaction.
  • Assisted in comprehensive product feedback collection, directly contributing to user experience improvements and feature enhancements.

Certificates

Web3 Community Manager Certification

Ongoing

Jan 2024

Web3 Customer Service Care Training

Ongoing

Jan 2024

Languages

English

Skills

Customer Service & Support

  • Customer Support & Service Excellence
  • Conflict Resolution
  • Problem-Solving
  • Communication
  • Active Listening
  • CRM Software (Zendesk, Freshdesk)
  • Multi-Channel Support (Phone, Email, Social Media)
  • Hospitality & Guest Relations

Web3 & Community Management

  • Community Management (Web3)
  • Web3 Product Knowledge
  • Online Community Moderation
  • Community Engagement

Operational & Administrative

  • Data Entry
  • Reporting
  • Scheduling
  • Staff Training
  • Guest Relations