Nora's Copy

Chief Storyteller 

Big Change Makers

As a Social Impact Coach, I : 

- Mentor purpose-driven entrepreneurs to turn their purpose into projects
- I help you identify social missions and craft sustainable strategies to achieve them
- Refine business models so you can create social impact without a financial trade-off
- Provide guidance on securing funding, accessing resources, and building strategic partnerships
- Offer ongoing support and accountability to help you navigate challenges to your social goals
-Facilitate networking opportunities and connections within the social entrepreneurship ecosystem

Practitioner Coach

Nora's Needle

www.norasneedle.com is a sustainable fashion brand that was registered with Nigeria’s Corporate Affairs Commission (CAC) in 2014 and focuses on the designs of timeless pieces of female clothing using African print.  A sustainable, minimalist and urban brand, Nora’s Needle creates clothing that are elegant and at the same time eco-friendly. Using a variety of channels, Nora’s Needle advocates and raises awareness via its #whomademyclothes campaign on the environmental impact of fast fashion and why consumers should be interested in the global discussion using #whomademyclothes.

•      In this role, I managed internal communication, external communication and employee 
        engagement activities for Nora's Needle.

•	Led a 5-man team of designers to Conceptualize and create timeless and trans-seasonal clothing 
        designs that do not end up in landfills.

•	Generated web content and social media content for the brand.

•	Worked closely with the team to implement ethical and sustainable methods of production and 
        supply that ensures maximum benefits to customers while minimizing impact to the environment.

•	Designed and delivered strategic capacity building workshops that integrate ethical and 
        sustainable design principles to all employees, including but not limited to tailored tools, 
        resources, visual management or communications tools, one on one support and/or training 
        workshops.

•	Created pitches for collaborations with key partners and supervised marketing and public relations 
         efforts.

•	Supervised order fulfillment on all sales channels and general customer-retention strategies

Project Manager

Inspire Decisions Consulting

www.inspiredecisions.com is a social enterprise and certified ISO 20700 Management Consultancy Service Provider that collaborates with government agencies, civil society organizations, private sector companies and leading international development organizations to conduct research, analyse policies, develop strategies and implement programs that promote resilience, sustainable food security, improved nutrition, entrepreneurship and employment opportunities.
While with IDC, I : 

• Developed and conducted due diligence and organizational capacity assessments prior to  entering strategic relationships and partnerships with the company’s network of private  companies, financial institutions, civil society organizations, other public agencies, and 
Smallholder farmers’ cooperatives and associations while maintaining a Management Information System (MIS) for partners 
• Led the development of external advocacy and communication messages and campaigns for key donor-funded projects/assignments such as (FCDO/Palladium) implemented by Inspired Decisions Consulting Ltd.
• Managed all communication, branding, social media, video production, and web content creation processes.
• Managed the communications team and track performance 
• Managed company relationships with the media, and advertising and public relations agencies. 
• Generated sales leads through events and content marketing. 
• Supported local smallholder farmer cooperatives and associations executives to use and internalize effective mass and tailored media communication and information channels adapted to their contexts including channels such as radio, SMS, WhatsApp and interactive voice response channels (IVR).

Head of Partnerships and Communications

Seconded to Meadow Foods, I provided communications and public relations-related technical advisory services on its GrowIT Project. GrowIT targets 20,000 smallholder farmers in Adamawa and Gombe State and is funded by the Feed the Future Nigeria Rural Resilience Activity implemented by a consortium led by Mercy Corps, alongside Save the Children and IFDC as implementing partners. I was primarily responsible for leading communications and strategically positioning the GrowIT brand. To that end, I :

 *Led the development of external advocacy and communication messages and campaigns for key donor-funded projects/ assignments funded by USAID through Mercy Corps Nigeria's Rural Resilence Activity.
* Managed all communication, branding, social media, video production, and web content creation processes. (Create a social media calendar, create captions for each post and schedule posts on Hootsuite and other apps so I can Copy Once & Post Everywhere -COPE )
* Managed the communications team and track performance
* Managed company relationship with the media, and advertising and public relations agencies.
*Managed strategic communications for Meadow Foods Co-founder
*Worked with Directors, Deputies, and Program Managers or their designates so I can write, edit, design, and produce engaging, accurate, and useful knowledge products and resources including print and digital handouts, FAQs, talking points, newsletters, success stories, articles, blog posts, presentations, infographics, posters, journal articles, conference and event materials and training resources.
*Created and managed an editorial calendar while maintaining editorial vision: voice, image across all content and assets.
*Ensured that the GrowIT project is on the major screens, airwaves, social media, print etc so that the project gets measurable traction and mileage which eventually converted to sales.

Communications Consultant for Meadow Foods GrowIT Project

Ciphermedia Limited

www.ciphermedialtd.com is an information technology firm  with the primary objective of helping businesses leverage on the power of the internet by having an online presence in the forms of ecommerce sites, content management systems and/or online marketing. 

•	Led a 3-man team of content producers to ensure contents met clients’ brief and overall objectives of their website.
 
•	Collaborated with the design team to plan and develop content, style and layout that were consistent for 20 brands, across 10 industries.

• Provided audience mapping and created compelling content for Ciphermedialtd subscribers via
Mailchimp marketing.

•	Edited the "About" and "Services" pages for www.ciphermedialtd.com 

•	Built staff capacity through trainings on SEO and SEM to ensure that clients’ ranked high in search results.

•	Worked closely with the team to create business pitches to attract new projects for Ciphermedia Limited.

Communications Manager

Etisalat Nigeria

Etisalat Nigeria (now 9mobile) is a multinational Emirati based telecommunication services provider, with operations in 15 countries across Asia, Africa and the Middle East.

•	Provided superior customer service via phone and email both as a caller and receiver.

•	Employed questioning and listening skills to support callers/clients 

•	Escalated high level queries to support units

•	Appropriately communicated with different behaviour types on the telephone and via email and managed irate customers. 

•	Appropriately communicated with different behaviour types on the telephone and via email and managed irate customers. 

•	Marketed the company’s products and services through various cross-selling strategies.

Customer Care Executive

MTN Nigeria

MTN is an emerging markets mobile telecommunications operator at the forefront of technological and digital changes. Headquartered in Johannesburg, South Africa, its operations cut across a number of African, Asian and European countries. 

•	Answered incoming calls from Pay As You Go (PAYG) and contract customers. 

•	Provided first call resolution on customers’ queries on products and services as well as network-related issues. 

•	Referred advanced queries to high level support. 

•	Logged all call types for record keeping. 

•	Telemarketed and provided after-sales services

•	I used Single View, Minsat and other applications to check the status of callers’ lines.

•	Achieved Customer Satisfaction Rating of 98% within the first six months of joining the company, thus increasing customer retention.

•	Consistently maintained a Customer Satisfaction Score (CSAT) of over 95% for ten months.

Online Customer Care Rep

"I do this for Lucy. I'd do anything for her. Because if my presence doesn't make an impact, my absence won't make a difference".

One hot afternoon in May 2005, Nora walked into her friend Lucy's mother's empty restaurant. There, she found the woman in excruciating pain, sobbing as she rubbed some balm on her sore knees. It was clear her line of work exacerbated her arthritis.

Curious, Nora asked why she stuck with a job that worsened her health. 

"I do this for Lucy. I'd do anything for her. Because if my presence doesn't make an impact, my absence won't make a difference, she said."

Those words hit Nora hard and stayed with her through the years. 'No life is complete unless it impacts another'.

From Quilla Bohannon, who brings joy to kids with hair loss through "Free Wigs 4 Kids", to Nigerian Hydroponic Farmer, Samson Ogbole,  and all the purpose-driven individuals whose stories she has told…these impact stories, they're her jam.

With a background in development communications, feature writing, and digital storytelling, Nora has over 12 years of experience in humanitarian and gender-based issues.

In 2005, for example, she conducted the first-ever project on Female Genital Mutilation for the Department of Mass Communication at the University of Maiduguri. This research yielded vital recommendations and laid the groundwork for development communication efforts in the Zawiya Community.

In 2022, Nora kicked off "Tell Your Brand Story," a 51,000-subscriber-strong newsletter that has empowered professionals and entrepreneurs with the tools to master brand storytelling. 

She’s also the creator of “The 7-Day Personal Branding Email Challenge,” where she's trained 112 entrepreneurs from 7 countries to build stellar brands on LinkedIn.

She is a strong advocate for climate action, a loving wife, and a mom.

Nora is a LinkedIn Top Voice in Storytelling and Social Impact. She has been featured in LA Weekly, InStyle, Insights Success, the Guardian, Vanguard, Daily Trust, and Marketing Edge.

In 2023, she was listed as one of the top 100 Content Creators in Nigeria and #1 in Writing and storytelling by Favikon. 

Nora is committed to empowering organizations, entrepreneurs, and professionals to harness the power of storytelling for sustainable impact, influence, and income.

Nora Agbakhamen

Vistatec

- Answered translators’ linguistic queries.
- Have regular quality calls with all vendors.
- Stepped in during “difficult” arbitrations, etc.
- Communicated with the marketing team and other client stakeholder.
- Maintained terminology - through glossaries and client specific terminology management tool.
- Updated Style Guides to making sure it’s always up to date and never contains obsolete information.

Lead External Linguist (LXL) | Lead Reviewer 

- Fixed linguistic bugs as required.
- Carried out linguistic Quality Analysis of localized pages.
- Interacted with translators and other reviewers in linguistic discussions.
- Helped ensured the client's quality requirements are followed by all vendors.
- Reviewed and audited content translated by agencies (Help, UI, marketing, etc.). 
- Provided feedback for, and worked with vendors to improve quality of translations.

External Linguist (XL) | Reviewer

Ad Astra, Inc.

Interpretation and translation for available clients from Hausa to English and vice versa

Hausa Interpreter & Translator

Upwork

Remote translation and transcription of Hausa to English, Pidgin to English pairs and vice versa for different clients globally.

Freelance Translator

JoomSchool International

- Volunteering with content development and posting of ICT and entrepreneurship related articles on the JoomSchool International website.
- Managing, posting contents and replying messages on the company's social media profiles.
- Remote Media Online Operations

Remote Content Developer

Productive Playhouse

Translated online video contents from Hausa to English, maintaining linguistic fluency, context and grammar.

Remote Hausa Translator

Sama

• Analyzed patterns in operational data and suggested solutions that reduced inefficiencies by 18%.
• Conducted outlier management of moderators and reported on the issues that impacted accuracy for each market.
• Gathered and analyzed relevant data to develop ways to improve the overall user experience on the clients’ platforms.
• Performed Root Cause Analysis (RCA) of moderators' errors in order to suggest performance improvement opportunities.
• Completed all quality audits in the required timeframe and provided timely and usable feedback to relevant stakeholders.
• Identified areas of policies requiring training and worked with training partners to ensure gaps are filled within time frame.
• Coached new hires on quality as part of their onboarding training, which resulted in 10% increase for our quality KPI amongst first year hires.

Quality and Support Analyst 

• Conducted Quality Analysis (auditing) of reps/moderators’ reviewed contents.
• Performed root cause analysis (RCA) and spot checking of moderators’ errors and recommended effective solutions.
• Coached and mentored new hire reps/moderators from training, training dynamic multi-review (TDMR) and nesting phase until successful graduation (review phase).
• Resolved several inquiries on clients’ community empathetically, accurately and on time.
• Conducted Hausa language tests for about 50 candidates within a span of 3.5 years.
• Flagged and updated about 10 market-specific slang terms used to circumvent the clients’ policies.
• Supported Team Leaders in communicating process and policy changes effectively to operations teams.
• Escalated several issues impacting operations productivity or quality and identified process/system/tool/policy improvement opportunities.
• Researched products/services/content across several online platforms.
• Contributing to team effort by accomplishing related results as needed.
• Made a well-balanced decisions and personally driven to be an effective advocate for the client's online community.
• Investigated and resolving issues that are reported on client platforms.
• Responded to user inquiries with high quality, speed, empathy, and accuracy.
• Used market-specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of the client's community of users.
• Enforced client's Terms of Use by carefully monitoring reports of abuse on the platform.

Subject Matter Expert

- Quality Analysis (audits) of moderators reviewed contents.
- Worked closely with Quality Leaders to aggregate, prioritize, and report on the top issues impacting decision accuracy for each market.
- Worked cross-functionally with Policy, Training, Quality & Operations teams to ensure that best standards are revised and updated where need be.
- Kept an up-to-date record of individual agents’ quality performance for use in performance reviews.
- Ensuring the tasks from clients meet the required quality standards when reviewed against the set policies and guiding/supporting the agents to correctly execute their tasks
- Providing feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.
- Compiled and sent daily, weekly and monthly quality reports and send to the Quality Analyst Supervisor and other relevant stakeholders.
- Provided feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher trainings.
- Maintained an up-to-date record of individual agents’ quality performance for use in performance reviews.
- Provided recommendations on measures that should be taken to improve quality/defect reduction across the different business work streams.
- Analyzed client feedback to determine validity and needed interventions.

Acting Quality Analyst

• Assisted the client’s community and helping to resolve inquiries empathetically, accurately and on time.
• Contributed to team effort by accomplishing related results as needed.
• Researching products/services/content across several online platforms.
• Making a well-balanced decisions and personally driven to be an effective advocate for the client's community.
• Investigated and resolved issues that are reported on client platforms.
• Responded to user inquiries with high quality, speed, empathy, and accuracy.
• Used market-specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of the client's community of users.
• Gathered, analyzed and utilized relevant data to develop ways to improve the overall user experience on the platform.
• Enforced client’s Terms of Use by carefully monitoring reports of abuse on the platform.
• Reviewed the reported user-generated content within agreed turnaround times and standards of quality.

Content Moderator

National Youth Service Corps

Taught Data Processing to 122 Senior Secondary Classes 1 & 2 students, and Computer Studies to 84 students of Junior Class 3 students according to the required updated curriculum of Jigawa State Ministry of Education, Nigeria.

Data Processing Teacher

Taught Mathematics to 33 students of Junior Secondary Class 2 and 25 students of Senior Class 1 according to the required updated curriculum of Edo State Ministry of Education, Nigeria.

Mathematics Teacher

Quarter House Hotel Kaduna

Worked for three(3) months at Quarter House hotel as an intern. For the first month, I was posted to the Maintenance section as a Wireless Administrator Assistant with the following responsibility:
» Generating Login ID's for the Hotel Wi-Fi connection.
» Monitoring access points connections and signal strength.
» Troubleshooting little network failures.

 I worked in the Reception/Front office section of the hotel in the second month, my duties are:
» Welcoming guests as they arrived.
» Registration of guests information on the hotel software.
» Printing of guests' bills.

In the third month, I worked in the restaurant section, I serve the duties of:
» Receiving guests and non-guests order for food over the telephone.
» Confirming the order before entering the information on the computer.
» Printing the order receipts and forwarding it to the Kitchen section for immediate preparation.

I emerged the BEST STAFF OF THE MONTH (MAY 2015).

Internship

Hello and welcome to my profile!

I am a registered member of the Trust and Safety Professional Association (TSPA), I am currently working as a Lead External Linguist (Lead Reviewer). I previously worked as a Quality and Support Analyst (QSA) with skills in Trust & Safety Operations, Online & Community Operations, Quality Auditing and providing insights for team performances, supporting Hausa and Sub-Saharan African (SSA) markets, working cross-functionally with policy, training, quality, and operations teams, and specializing in enforcing internet policies on user-generated contents (UGC) across different online communities. A native Hausa and Nigerian Pidgin speaker, fluent in English, with a passion for internet policy and social media. I have experience working in a fast-paced KPI-driven environment and working with teams of multi-cultural backgrounds across Sub-Saharan African countries. I have strong attention to details and excellent verbal and written skills.

I am a White Belt and Yellow Belt Six Sigma certified, and also proficient working with Jira, OSINT Analysis, Data Analysis tools like Tableau, SQL, Excel and Google Spreadsheets, also a Multilingual Translator, Transcriber & Voice Over Artist, a Tech Enthusiast and a Passionate Volunteer.

taplio

The Battle

Nora Agbakhamen

Musa Abubakar

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