Experience

Paga Group Ltd

• Financial Services
• 200 - 300 Employee

• Senior Analyst, Operations Support

  • Feb 2022 - Present

  • Handled all issues escalated from the First level, agents, Merchant requests, and queries appropriately to the last point of resolution. • Resolved customer issues by utilizing strong problem-solving and decision-making skills, resulting in a decrease in escalated complaints. • I constantly engaged with the Engineering, Finance, Product Sales, and Service delivery teams to manage stocks and downtimes, promptly improve processes, and resolve issues escalated by customers, agents, and… Show more • Handled all issues escalated from the First level, agents, Merchant requests, and queries appropriately to the last point of resolution. • Resolved customer issues by utilizing strong problem-solving and decision-making skills, resulting in a decrease in escalated complaints. • I constantly engaged with the Engineering, Finance, Product Sales, and Service delivery teams to manage stocks and downtimes, promptly improve processes, and resolve issues escalated by customers, agents, and merchants.

• Customer Experience Analyst

  • Jul 2019 - Feb 2022

  • Tracked and followed up on all customer requests and financial issues in a timely and professional manner. • Utilized active listening skills to understand customer needs, concerns, and tailor solutions to meet their needs • Demonstrated exceptional communication skills by maintaining customer satisfaction through effective handling of inquiries and complaints, and providing timely resolutions.



Outcess

• Nigeria
• IT Services and IT Consulting
• 200 - 300 Employee

• Call Centre Representative (AIRTEL PROCESS)

  • Oct 2018 - Jul 2019

  • Initiating outbound calls to customers by providing information about the network and resolving complaints. • Making use of multiple CRM tools like Ameyo, and Closeloop, in other to capture customers’ interactions daily. • Initiating outbound calls to customers by providing information about the network and resolving complaints. • Making use of multiple CRM tools like Ameyo, and Closeloop, in other to capture customers’ interactions daily.