TITUS EMMANUEL ADEBAYO
Fintech Customer Support Specialist
Shomolu, NG.About
Highly motivated Fintech Customer Support Specialist with over 2 years of experience in high-volume, fast-paced exchange platforms. Proven ability to enhance customer satisfaction and retention, streamline service processes, and leverage data-driven insights to improve operational efficiency. Committed to fostering strong customer loyalty and contributing to organizational success in dynamic fintech environments.
Work
THE SHAWN EXCHANGE
|CUSTOMER SERVICE REPRESENTATIVE
Yaba, Lagos State, Nigeria
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Summary
Managed customer inquiries and enhanced retention for a fintech platform, contributing to operational improvements and cross-functional collaboration.
Highlights
Managed an average of 50+ crypto-related inquiries daily across chat, phone, and email, contributing to a 20% increase in customer retention.
Streamlined issue resolution by escalating complex cases, achieving a 98% resolution rate within one hour through clear communication.
Achieved and maintained a 95% customer satisfaction rating through dedicated service and efficient complaint resolution.
Generated weekly performance reports, providing data-driven insights that informed management strategy and improved service delivery.
Collaborated effectively with compliance and technical teams to resolve complex issues, reducing overall resolution time by 40%.
LEXY EXCHANGE
|CUSTOMER SERVICE REPRESENTATIVE
Ibadan, Oyo State, Nigeria
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Summary
Supported customer transactions and enhanced satisfaction for an exchange platform through proactive engagement and data analysis.
Highlights
Supported 100+ weekly customer transactions (coins & gift cards) via live chat, ensuring 98% error-free processing.
Delivered prompt solutions to customer inquiries, attaining a 95% first-contact response rate.
Contributed to an 18% increase in monthly sales targets through proactive customer engagement strategies.
Analyzed customer data and identified key trends, leading to service improvements that boosted satisfaction scores by 10%.
Maintained accurate transaction records and improved reporting accuracy by 20% for strategic decision-making.
Education
Adekunle Ajasin University
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Bachelor's Degree
Applied Geophysics
Languages
English
Yoruba
Certificates
Customer Service and Relationship Management
Issued By
ACE Coterie Consulting
Skills
Customer Support & Operations
Customer Support, Complaint Resolution, Service Operations, Fintech Operations, Customer Retention, Process Improvement, Service Delivery.
Data & Reporting
Data Analysis, Data Entry, Report Writing, Documentation, Trend Analysis, Reporting Accuracy.
Software & Tools
Microsoft Word, Excel, PowerPoint.
Interpersonal & Communication
Communication, Empathy, Problem-Solving, Active Listening, Teamwork, Cross-functional Collaboration, Stakeholder Management.
Professional & Adaptability
Time Management, Adaptability, Analytical Thinking, Proactive Engagement, Quality Assurance.