Adefoluke Shemsu

Experience

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  Aptitude 8

  May 2021 - Aug 2021

  Revenue Operations Consulting Intern

  • Supported B2B SaaS technology transformation solutions, implementing a CRM and optimizing platform data migration and client software integration with OOTB and bespoke CRM functionality.• Supported current state assessments and assisted establishment of project scope, focusing on people, processes, and technology—often through the lens of migration from SFDC to HubSpot instances.• Executed technical and qualitative deliverables, including Lucid Chart process flows, ppts, excel models, and tailored 0-1 CRM dashboards for client go-to-market teams. Show less

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  Lithic

  Oct 2021 - Feb 2023

  Customer Experience Associate, Customer Operations

  • Executed support operations through Zendesk and CRM, resolving 2,200+ tickets per month across Tier 1-3 issues, consistently achieving 92-100% CSAT and surpassing team SLAs; caused linear growth in team CSAT.• Integrated fintech operations with support workflows, balancing customer communications with onboarding, transaction monitoring, and fraud prevention processes.• Played a key role in implementing an automated SLA system, boosting team CSAT by 10% and contributing to QA testing and workflow automation, which improved customer nurture and drove stickier adoption. Show less

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  Ichor Strategies

  Dec 2021 - May 2023

  Community Relations Advisory Consultant

  • Led research, analysis, and briefing dimension of a joint engagement between an F500 telecom’s government relations team and a social impact advisory team at a management consulting firm:o Conducted policy, media, and quantitative research on broadband access, small business grants, climate resilience, and human prosperity, aligning with client objectives in the region.o Mapped assets and stakeholders across regions through qualitative and quantitative research to inform engagement strategies and stakeholder management.o Built and managed relationships with government, nonprofits, and business leaders, delivering regional assessments of risks and opportunities through presentations to guide tactical/strategic decisions. Show less

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  Grasshopper Bank

  Jun 2022 - Jun 2023

  • Developed a 0-1 customer journey map through discovery and data analysis; reduced client onboarding time by over 50%.• Reshaped and enhanced data collection and analysis of product portfolio engagement metrics, 0-1 cost-to-maintain (CTM) model, and built platform and product KPI dashboards built upon ETL processes for cross-functional visibility between business units to inform ecosystem and portfolio-driven product strategies.• Led 0-1 cross-functional competitor analysis project to align product portfolio roadmap priorities across teams and to validate our pricing model; became a foundation for the double-digit growth of a product within our suite. Show less

  • Product Analyst, Data & Platform Insights

    Jan 2023 - Jun 2023

  • Product Analyst Intern

    Jun 2022 - Dec 2022
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  Rohirrim

  Jul 2023 - Feb 2024

  Associate Customer Success Manager, Data & AI

  • Built 0-1 standardized prompt engineering training and LLM workflow integration strategies (including SOPs) for 30 enterprise customers, with some assets engaging over 13,000 stakeholders across customers and partners.• Led planning, process design, and implementation of HubSpot CRM to standardize customer success management activities and to automate customer/technical support escalation processes, improving cross-functional communication, bug prioritization, feature prioritization, and customer success enablement strategies.• Executed data projects to implement SaaS platform engagement metrics, adoption measurement KPIs, and internal dashboards in Power BI and Excel to inform tactical customer engagement activities, providing the user growth and adoption metrics to validate user and ARR/NRR projections supporting our Series A round.• Built 0-1 process to standardize data collection, data management, and data wrangling through the creation of detailed functional documentation.• Supported customer success strategy, support, and engagement for a $4mm portfolio of enterprise customers. Show less

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  Society for International Development, United States (SID-US)

  Aug 2023 - Feb 2024

  Data Strategy & Analytics Consultant

  • Led a series of customer experience and engagement projects through survey design, data advisory, quantification, and statistical analyses of member feedback:o Conducted exploratory data analysis and developed sentiment analysis reports, identifying statistical relationships and trends in member and stakeholder survey responses.o Visualized data relationships and contextualized findings with written analysis, delivering insights for executive leadership and board reporting.o Provided recommendations on survey design, data strategy, data collection methods, and resource allocation to drive revenue generation, enhance member experiences, and improve data governance. Show less

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  Accenture

  Mar 2024 - now

  Management Consulting Analyst, Data & AI

  Current Project: Technology Transformation and Change Management• Supported planning and execution of technology change management strategy to develop net new tech-enabled processes while refining existing processes through discovery, research, and analysis.• Lead measurement implementation across multiple engagements to derive insights meeting macro project delivery requirements through the alignment of data models, flows, visualizations (Power BI), and delivery requirements for a $100mm+ account.Additional Projects:• As a Measurement Lead, advised on governance, measurement, and modeling frameworks across four other enterprise 8-9 figure engagements.• Led discovery, design, assessment, and strategic recommendations to enhance the operational efficiency of a membership-based technology association.• Developed flow and presentation to recommended design decisions for a Responsible AI maturity assessment platform to align with NIST frameworks.• Led research, design, and delivery of GenAI training asset designed to teach practice area about how to align strategic and practical use cases. Show less