About
Highly skilled Customer Support Specialist with 5+ years of experience resolving complex inquiries, enhancing customer satisfaction, and optimizing operational efficiency in fast-paced environments. Proven ability to leverage data-driven insights to improve service delivery, reduce costs by up to 10%, and lead cross-functional initiatives that boost customer satisfaction by 20%. Adept at fostering positive customer interactions and ensuring compliance with service standards across diverse industries, including fintech and product development.
Work
Moniepoint
|Customer Support
Lagos, Lagos State, Nigeria
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Summary
Currently optimizing customer interactions and support efficiency by analyzing messaging data and implementing improvement strategies.
Highlights
Analyzed customer messaging interactions to optimize response times and enhance engagement.
Tracked and maintained customer support trends and resolution efficiency, informing strategic improvements.
Identified key customer concerns and recurring issues through data analysis, driving targeted solutions.
Implemented data-driven analysis to measure and improve customer satisfaction and chatbot efficiency.
Bankly MFB
|Product Support
Lagos, Lagos State, Nigeria
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Summary
Provided comprehensive product support for banking services, ensuring high-quality service delivery and compliance.
Highlights
Managed a high volume of customer inquiries across phone, email, and chat channels regarding banking services and account information.
Resolved complex customer issues with a focus on service excellence, consistently achieving high satisfaction.
Ensured high-quality service delivery and strict compliance with internal quality standards and regulatory protocols.
Oversaw secure and compliant financial transactions, including fund transfers, deposits, and withdrawals.
Freelance
|Product Designer
Lagos, Lagos State, Nigeria
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Summary
Led cross-functional teams in innovating user-centered products, significantly boosting customer satisfaction and driving product improvements.
Highlights
Led cross-functional teams in innovating user-centered products, boosting customer satisfaction by 20%.
Collaborated with stakeholders to strategically align product requirements with overarching business goals and user needs.
Conducted comprehensive user research and usability testing, leveraging insights to inform design decisions and drive significant product improvements.
Developed streamlined, intuitive user experiences through iterative design of wireframes, prototypes, and high-fidelity designs, utilizing industry-standard tools.
Givanas Nig. Ltd.
|Customer Support
Lagos, Lagos State, Nigeria
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Summary
Enhanced customer service operations through system optimization, team guidance, and safety protocol implementation, leading to significant improvements in efficiency and safety.
Highlights
Optimized customer service operations by implementing an inventory system, reducing stock discrepancies by 20% and improving order fulfillment accuracy.
Mentored and guided a 15-member customer service team, enhancing task execution efficiency and team performance.
Developed and implemented communication plans, ensuring timely customer support and reducing service-related costs by 10%.
Enhanced customer safety by implementing robust protocols and training programs, resulting in a 40% reduction in service-related incidents.
Ubereness Nig. Ltd.
|Account Payable Officer
Lagos, Lagos State, Nigeria
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Summary
Managed accounts payable functions, ensuring accuracy and compliance while collaborating to reduce payment errors.
Highlights
Processed and verified high volumes of invoices, ensuring accuracy and strict adherence to financial policies and procedures.
Managed end-to-end accounts payable functions, ensuring timely and accurate payments to vendors and suppliers.
Collaborated with cross-functional teams to resolve billing discrepancies, improving payment processes and reducing errors by 20%.
Conducted regular audits of accounts payable records, identifying and rectifying discrepancies to maintain data integrity and compliance.
Education
Tai Solarin University of Education
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BSc
Economics
Languages
English
Skills
Customer Service & Support
Customer Relationship Management (CRM), Multichannel Support, Issue Resolution, Customer Satisfaction, Service Delivery, Compliance, Chatbot Optimization, Technical Support, Dispute Resolution.
Product Development & Design
UX/UI Design, User Research, Usability Testing, Wireframing, Prototyping, Product Innovation, Agile Methodologies.
Financial Operations
Accounts Payable, Invoice Processing, Financial Reconciliation, Payment Processing, Vendor Management, Audit, Data Integrity, Financial Compliance.
Data Analysis & Optimization
Data Analysis, Process Improvement, Inventory Management, Performance Tracking.
Leadership & Collaboration
Team Leadership, Mentoring, Cross-functional Collaboration, Project Coordination, Stakeholder Management.
Professional & Interpersonal
Product Knowledge, Composed Demeanor, Conflict Resolution, Multi-tasking, Time Management, Team Collaboration, Empathy, Communication, Adaptability, Problem Solving.
Interests
Event Planning
Event Planning.
Reading
Reading.
Networking
Networking.
Mentoring & Coaching
Mentoring & Coaching.