Abdulrasheed Yusuf

Customer Experience Lead at Flutterwave
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Contact Information
us****@****om
(386) 825-5501
Location
Toronto, Ontario, Canada, CA

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Credentials

  • Scrum Product Owner Certified (SPOC)
    International Scrum Institute™ (Scrum Institute)
    Mar, 2023
    - Nov, 2024
  • Scrum Master Certified (SMC)
    International Scrum Institute™ (Scrum Institute)
    Dec, 2022
    - Nov, 2024
  • Business Analysis Fundamentals - 2022
    Udemy
    May, 2022
    - Nov, 2024
  • Microsoft SQL for Beginners
    Udemy
    May, 2022
    - Nov, 2024
  • Salesforce New User Training
    Udemy
    May, 2022
    - Nov, 2024
  • Set Yourself Up For Success with Salesforce Skills
    Udemy
    May, 2022
    - Nov, 2024
  • Introduction to Microsoft Power BI (2021 Edition)
    Udemy
    Nov, 2021
    - Nov, 2024
  • Problem Solving Techniques
    LinkedIn
    Mar, 2021
    - Nov, 2024
  • Time Management for Managers
    LinkedIn
    Mar, 2021
    - Nov, 2024
  • Trailhead by Salesforce
    Trailhead by Salesforce
    Mar, 2021
    - Nov, 2024
  • Balancing Work and Life
    LinkedIn
    Sep, 2020
    - Nov, 2024
  • Customer Service at Your First Retail Job
    LinkedIn
    Sep, 2020
    - Nov, 2024
  • Customer Service: Problem Solving and Troubleshooting
    LinkedIn
    Sep, 2020
    - Nov, 2024
  • Operational Excellence Foundations
    LinkedIn
    Jun, 2020
    - Nov, 2024

Experience

  • Flutterwave
    • United States
    • Financial Services
    • 700 & Above Employee
    • Customer Experience Lead
      • Aug 2021 - Present

      • Consistently ensures high quality interaction handling and query management. • Communicates directly with key stakeholders in order to build positive relationships. • Introduced development plan to increase staff productivity, efficiency, and turnaround time. • Provided all the required expertise and guide for successful implementation of salesforce tool. • Proactively engaging customers on likely issues that could lead to escalations. • Effective management of projects and tasks as assigned by management. • Developed and implemented KPI that improve customer experience and customer retention across both retails and SME. • Provides technical support for some strategic merchants and the company’s key products. Show less

  • Standard Bank Group
    • South Africa
    • Financial Services
    • 700 & Above Employee
    • Customer Service Supervisor
      • May 2017 - Jul 2021

      Manages a team of over forty- five customer consultants on voice, email and social media channel.• Coordinates consultants daily, provides on the spot guidance and support in ensuring all digital channels, facilities, investment and general banking queries received via email, telephone or social media platform are dealt promptly.• Responsible for leading, coordinating and managing the team responsible for providing end to end support for all digital channels related queries in personal and business banking. This includes but not limited to Mobile Banking, Internet banking and debit cards query support.• Conducts periodic review on the performance of service level agreements for internal and external service dependencies and provides useful recommendations for service improvement• Develop workforce management strategies within the team to ensure an improved query resolution turnaround and people efficiency• Extensive knowleged of Avaya Telephone system , spools Consulants daily , weekly and monthly report using the contact center manager . Adequate knowledge of salesforce in terms of usage and reporting . Expert in Fraud monitoring and engagements with other banks on fraud related complaints/investigations Show less

    • Customer Service Specialist
      • Jan 2015 - Apr 2017

      • Handled customer inquiries, complaints, requests and card payment errors, internet/Mobile banking, facilities, investments and other service-related banking requests. • Interface daily with internal partners in card dispute resolution, domestic payments, E-Business operations, international business centre, global market and internal control units of the Bank o facilitate customers’ requests speedily and process resolution feedbacks• Answering front line calls from customers and attend to customers’ complaints via mails and telephone.• Resolved enquiries and complaint weekly and consistently met performance benchmarks in areas of speed, accuracy and professionalism.• Assisted in developing and maintaining a database of customers, providing support for effective customer profiling. Create awareness of Stanbic IBTC ‘s banking products via phone. • Telemarketing, general promotion and selling of new and existing products. Gathering opinion and conducting survey to obtain customer feedback on Stanbic IBTC products and services Show less

Education

  • University of Ilorin
    Master's degree, Political Science and Government
    2013 - 2018
  • University of Ilorin
    Bachelor of Science, Political Science and Government
    2008 - 2012

Community

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