Kingsley Ibezim, MIS

• Synthesized recurring customer issues, repair trends, and usage challenges into actionable product insights, partnering with leadership to inform messaging and support strategies. • Improved product adoption and customer satisfaction by diagnosing and resolving hardware and software issues, contributing to a 95 NPS and reducing friction across customer journey. • Translated complex technical concepts into clear, customer-friendly narratives, educating users on product capabilities and influencing purchase decisions across Apple’s ecosystem. • Identified patterns in customer needs and ownership opportunities, recommending relevant products and services to drive engagement and increase customer lifetime value.

- Exercised full customer ownership by evaluating repair costs, device age, and trade-in options to recommend the most cost-effective and satisfying solution for each customer. - Coached and guided team members in the product zone, helping customers select the right devices and solutions to meet their needs and set them up for success. - Set up and guided business customers on devices and services, supporting the Apple Business Team with seamless onboarding and integration.

• Led positioning and messaging for 601Analytics' enterprise products by analyzing customer needs, competitive landscape, and usage patterns, strengthening value articulation across sales and business development teams. • Developed GTM assets (one-pagers, pitch decks, feature briefs, competitive comparisons) enabling enterprise sales conversations and improved cross-functional alignment. • Identified customer segmentation and pricing opportunities by analyzing onboarding feedback, support tickets, and product usage data, informing quarterly go-to-market strategy. • Built and executed a content strategy in Notion and LinkedIn, increasing brand visibility and driving page growth from #6 to #1 among competitors during internship. • Partnered cross-functionally with product, sales, and customer success teams to translate customer insights into refined messaging and GTM recommendations, supporting increased customer engagement and renewal performance across NBA team partners.

• Led positioning and messaging for 601Analytics' enterprise products by analyzing customer needs, competitive landscape, and usage patterns, strengthening value articulation across sales and business development teams. • Developed GTM assets (one-pagers, pitch decks, feature briefs, competitive comparisons) enabling enterprise sales conversations and improved cross-functional alignment. • Identified customer segmentation and pricing opportunities by analyzing onboarding feedback, support tickets, and product usage data, informing quarterly go-to-market strategy. • Built and executed a content strategy in Notion and LinkedIn, increasing brand visibility and driving page growth from #6 to #1 among competitors during internship. • Partnered cross-functionally with product, sales, and customer success teams to translate customer insights into refined messaging and GTM recommendations, supporting increased customer engagement and renewal performance across NBA team partners.

• Provided tailored solutions to address customer inquires and technical challenges within 20 minutes or less, fostering positive interactions and enhancing the brand experience for Apple product users while maintaining a 95 NPS. • Served as subject matter expert on Apple hero products, technologies and services demonstrating in-depth technical knowledge, would allow for warm leads for Apple Business team for tools such as Mobile Device Management. • Mentored and trained 5 new Apple Support staff, fostering the exchange of technical expertise, best practices, and effective troubleshooting strategies to enhance team proficiency and capabilities.

• Drove $200K+ in revenue by aligning product recommendations to customer needs across inbound chat, phone, and email channels, translating technical product features into clear, value-based messaging • Managed high-volume customer interactions (50–100 daily), identifying patterns in customer needs and purchase behavior to improve conversion rates and inform product positioning • Leveraged CRM (Microsoft Dynamics) to track customer interactions, nurture leads, and support pipeline development, contributing to increasing customer lifecycle engagement

• Owned positioning and value articulation for IBM services across cloud, security, data, and mobility solutions, tailoring messaging to Media & Entertainment clients based on business needs and competitive context. • Partnered with technical and delivery teams to manage enterprise go-to-market motions, leveraging demos and analytics (Power BI, SQL) to communicate differentiated product value and drive revenue. • Closed $10M+ enterprise deals by aligning product capabilities with customer outcomes, influencing deal strategy, and enabling sales conversations through insight-driven storytelling. • Achieved $2M sales quota by translating complex service offerings into clear, outcome-focused narratives resonating with executive stakeholders.

• Designed and delivered technical solution demonstrations and proof-of-concepts, adapting complex product capabilities (cloud, AI, data, security) into clear, value-driven narratives aligned to client business needs. • Synthesized client business challenges into tailored technology solutions, bridging the gap between product capabilities and real-world use cases across enterprise clients.

• Led the marketing efforts by creating and distributing promotional flyers across partnered campuses, resulting in 1,000 active users and 1,200 total installations on both iOS and Android platforms. • Collaborated with 10 campus managers to boost satisfaction, resolving issues and achieving a 3.7/5 rating from 50 reviews. • Established partnerships with 5 major college campuses, driving adoption and visibility of the Stüuf mobile app to target users.

• Oversee technology projects throughout the news station. • Development of WTOP-10 website. • Updating and replacing technology in order to improve functionality. • Manage and assign projects to other IT staff within the organization.

• Installation and configuration of hardware and software • Supporting and meeting technical needs to end users • Troubleshoot user needs via remote access or in person • Work alongside various teams within the Info. Services Dept.

• Participate in end-to-end project management, maintain detailed project plans to track progress and measure project performance • Maintain comprehensive project documentation • Promote the use of design guidelines, best practices and standards • Contribute to the gathering and validation of business/software requirements from project stakeholders • Support the design, building, testing and integration of software/middleware components into a functional software system • Address performance, accessibility and compatibility issues with established systems; refer identified issues to vendors where needed and track resolutions • Assist in SQA functions including unit testing, regression and negative testing, code reviews and configuration and release management

• Responsible for the welfare of 67 residents while conducting educational programs and counseling for residence hall floor. • Conducted rounds throughout the building enforcing policies the University has established along with safety and security of the building. • Assisted with academic needs of undergraduate students of the building.

Information Science (ISC 150) Introduction to Markup Language and Scripting: • Assist professor in grading assignments and labs. • Assisting students in developing their websites using an FTP. • Setting time aside for students to meet for extra help and for better understanding.

- The Consortium Graduate School of Management - Simon Black Student Alliance Representative

Major: Masters of Information Science Concentration: Strategic Information Management

Major: Information Science Minor: Business Administration Minor: Digital Humanities