About
Highly accomplished Customer Success and Onboarding Professional with over 4 years of experience driving exceptional client experiences within fintech and customer-facing operations. Proven expertise in optimizing end-to-end customer journeys, consistently achieving a 92%+ overall performance rating and a 100% Quality Assurance score for four consecutive quarters. Adept at managing complex escalations, streamlining onboarding processes, ensuring compliance, and fostering cross-functional collaboration to enhance service delivery and customer satisfaction in remote-first environments.
Work
Moniepoint Microfinance Bank
|Customer Support Officer
Minna, Niger State, Nigeria
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Summary
Currently spearheads end-to-end customer and merchant onboarding for fintech payment and terminal services, driving resolution and ensuring seamless integration.
Highlights
Achieved and sustained a 100% Quality Assurance score for four consecutive quarters, alongside maintaining a 92%+ overall assessment rating, significantly enhancing service quality.
Managed complex escalations related to transaction disputes, terminal deployment, and KYC verification, resolving critical issues to ensure continuous service for fintech clients.
Streamlined onboarding processes by guiding new merchants through documentation and compliance, serving as a primary point of contact for account activation and service setup.
Collaborated cross-functionally with Legal, Compliance, Operations, and Technical teams to resolve onboarding blockers, improving efficiency and reducing delays.
Developed internal documentation and provided feedback for process improvements, contributing to enhanced knowledge bases and support protocols.
ISON Xperiences BPO (MTN Project)
|Customer Care Executive
Minna, Niger State, Nigeria
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Summary
Delivered comprehensive customer care and technical support for telecom service onboarding and account activation, ensuring high performance standards.
Highlights
Provided structured support for telecom service onboarding and customer account activation, facilitating seamless integration for new users.
Resolved complex billing and service-related escalations, consistently meeting strict SLA timelines and enhancing customer satisfaction.
Maintained accurate customer records within CRM systems and upheld high performance and quality benchmarks in a high-volume support environment.
Independent Administrative Support
|Administrative & Documentation Support
Minna, Niger State, Nigeria
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Summary
Managed essential administrative and documentation tasks, ensuring compliance and maintaining organized data systems for efficient operations.
Highlights
Coordinated critical documentation, reporting, and compliance records, ensuring operational integrity.
Prepared structured reports and maintained organized data systems, enhancing data accessibility and accuracy.
Ensured strict adherence to internal procedures, contributing to high standards of accuracy and operational efficiency.
Education
Federal University of Technology, Minna
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M.Tech.
Plant Biology
Federal University of Technology, Minna
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BSc.
Biology
Languages
English
Skills
Customer Success & Onboarding
Customer & Team Member Onboarding, Customer Success & Retention, Escalation Management, SaaS Platform Support, SLA & KPI Performance Management, Meeting Facilitation.
Operations & Compliance
Cross-Functional Collaboration, Compliance & Documentation Accuracy, Process Improvement & Playbooks, Data Integrity & CRM Management.
Technical Tools
Zendesk, Moniedesk, Zoom, Microsoft Teams, Google Meet, Microsoft Excel, Google Workspace.
Communication
Written & Verbal Communication.