About
Results-driven Customer Service professional with over 3 years of experience across E-commerce, Fintech, and SaaS industries, consistently achieving 95%+ customer satisfaction scores. Proven ability to reduce onboarding drop-offs by 20% and drive repeat customer retention through proactive, empathetic support. Adept at leveraging CRM tools to resolve complex issues efficiently in remote-first environments, enhancing customer loyalty and operational effectiveness.
Work
Flyntpay
|Customer Success Specialist (Remote)
N/A, Remote, N/A
→
Summary
Managed customer success for a fintech platform, specializing in high-stakes crypto wallet issue resolution and onboarding optimization.
Highlights
Resolved high-stakes crypto wallet issues, reducing average resolution time by 30% through expert troubleshooting and clear communication.
Delivered clear, proactive support communication to over 200 crypto users weekly, ensuring understanding and enhancing user satisfaction.
Improved the customer onboarding flow, successfully cutting customer drop-off rates by 15% and boosting user retention.
Sibs Auto
|Customer Support Specialist (Remote)
N/A, Remote, N/A
→
Summary
Provided comprehensive customer support for an automotive service provider, focusing on personalized assistance and complex inquiry resolution.
Highlights
Provided personalized assistance to customers via WhatsApp and email, expertly resolving 30-40 daily inquiries regarding car servicing, spare parts, and payments.
Reduced customer frustration and enhanced clarity by simplifying complex service packages, warranties, and payment options into easily understandable language.
Coordinated effectively with the technical team to resolve complex product issues, ensuring seamless handoffs and faster resolutions for customers.
Built strong customer trust through proactive follow-ups after service completion, contributing to increased repeat bookings and valuable referrals.
Systematically documented recurring complaints and shared actionable insights with management, leading to improvements in customer communication and service quality.
Kezclothing
|Customer Support Specialist (Remote)
N/A, Remote, N/A
→
Summary
Managed high-volume customer interactions for an e-commerce fashion brand, improving satisfaction and resolving complex issues.
Highlights
Managed over 60 customer interactions daily across chat, email, and phone channels, consistently achieving a 90%+ satisfaction rate.
Partnered with the logistics team to strategically reduce delivery complaints by 20%, enhancing overall customer experience and operational efficiency.
Resolved complex order, refund, and delivery issues with empathy and efficiency, ensuring positive shopping experiences for customers.
Collaborated with the product team to integrate customer feedback into new product releases, directly influencing product development and alignment with user needs.
Education
Global Wealth University, Nigeria
→
B.Sc.
Health Care Management
Languages
English
Certificates
Customer Relationship Management Certification (Customer Service Focus)
Issued By
VAA Global
Professional Customer Service Certification
Issued By
Lagos Aviation Academy
Skills
Customer Relationship Management (CRM)
HubSpot, Zendesk, Zoho.
Workflow & Collaboration
Notion, Google Workspace.
Customer Journey Management
Onboarding, Retention, Issue Resolution.
Core Competencies
Communication, Problem-Solving, Multitasking, Time Management, Adaptability, Team Collaboration, Empathy, Proactive Support.