About
Highly accomplished Customer Support & Credit Product Specialist with over 5 years of experience in Fintech, EdTech, and BPO. Proven expertise in remote-first environments, optimizing CRM workflows, and driving significant improvements in repayment efficiency (25%) and active user growth (40%). Adept at leveraging data-driven insights and cross-functional collaboration to enhance customer satisfaction, retention, and drive measurable business growth.
Work
Abuja, Federal Capital Territory, Nigeria
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Summary
Led product testing and analysis initiatives to enhance loan products, usability, and repayment structures, driving significant improvements in user experience and financial outcomes.
Highlights
Enhanced user experience through data-driven adjustments and customer feedback analysis, increasing repayment efficiency by 25%.
Collaborated cross-functionally to deliver user-friendly payment platforms, driving a 40% growth in active users.
Provided actionable insights to improve customer journeys, payment channels, and product adoption strategies, supporting ongoing enhancements for recovery rates and customer satisfaction.
Managed over 400 daily customer interactions, achieving a 15% reduction in issue resolution time through proactive CRM usage.
Negotiated repayment agreements, consistently exceeding recovery targets by 82%.
Abuja, Federal Capital Territory, Nigeria
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Summary
Managed product sales and customer support, driving revenue growth and enhancing user satisfaction through effective cross-selling, technical assistance, and client relationship management.
Highlights
Increased revenue by 20% through effective cross-selling and upselling during support interactions.
Reduced product-related inquiries by 15% through timely, clear technical support and user guidance.
Onboarded and nurtured over 60 client relationships using Freshsales CRM, ensuring high satisfaction.
Achieved consistent sales targets and improved customer satisfaction metrics through personalized support.
Ibadan, Oyo State, Nigeria
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Summary
Led a sales team to consistently exceed acquisition targets and enhance performance through strategic client communication and process optimization.
Highlights
Led a team of sales representatives, exceeding quarterly targets and improving acquisition by 10%.
Managed client communications via CLM CRM to drive retention and service excellence.
Enhanced team performance through process improvements, boosting efficiency by 12%.
Ibadan, Oyo State, Nigeria
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Summary
Provided comprehensive multichannel customer support, consistently exceeding service level agreements and resolving complex issues to ensure high customer satisfaction.
Highlights
Delivered multichannel support, consistently exceeding SLA targets for responsiveness and quality.
Resolved 90% of customer complaints on first contact through active listening and empathetic engagement.
Maintained 95% ticket accuracy across diverse client accounts, ensuring precise record-keeping and issue tracking.
Languages
English
Certificates
Skills
Customer Support & Success
Remote Customer Support & Success (B2B/B2C), Client Onboarding & Retention Strategies, Customer Experience, Multichannel Support (Phone, Email, Chat), Customer Satisfaction, User Adoption, SLA Management, Complaint Resolution, Ticket Accuracy.
Product Management & Recovery
Loan Recovery & Credit Product Management, Product Testing, Product Analysis, Usability Improvement, Repayment Structures, Repayment Efficiency, Payment Platforms, Active User Growth, Product Adoption Strategies, Recovery Rates.
CRM & Sales Tools
Zendesk, Freshdesk, HubSpot, Salesforce, Leadsquare, Instafin, Freshsales CRM, CLM CRM.
Data & Analytics
Data-Driven Decision Making, Metabase, Excel, Data Analysis, Customer Feedback Analysis, Actionable Insights.
Operations & Process Improvement
Process Optimization, Operational Efficiency, Process Improvements, Workflow Optimization, Record Management.
Problem Solving & Communication
Problem Solving & Technical Troubleshooting, Cross-Functional Collaboration, Empathetic Communication, Active Listening, Negotiation, Client Communications, Technical Support, User Guidance.
Remote Work & Global Operations
Remote-first Support, Google Workspace, Slack, Zoom, Multi-time Zone Support, Global Customer Support.
Leadership & Team Management
Team Leadership, Performance Enhancement, Target Achievement, Sales Team Management.