Experience

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  CashToken Rewards Africa

  • Nigeria

  • Merchant Success Specialist

    • Mar 2023 - Present
    • Nigeria

    - Generate new merchant acquisition leads.• Build a pipeline of prospective partners and aggressively pursue the highest-value relationships to close.• responsible for a merchant's long-term retention, engagement, and overall satisfaction.• Cultivate relationships with new and existing businesses, while helping them craft a successful partnership• key point of contact for new & existing merchants.• Monitor existing merchants and offers for obsolescence and price reviews.• Build merchant engagement through coaching and selling the value of all platforms.• Activating merchants to help them handle and fulfill customer orders.• Up-sell value-added services that drive merchant loyalty and retention.• Act as merchant advisor to help businesses grow their revenue.• Recommend ways to best utilize all platforms.• Hold periodic business check-ins, troubleshoot product-related issues, and get new offers and packages.• Communicate with merchants by visits, cold calls, and emails on an ongoing basis to monitor and support progress toward their goals.• Grow merchant base in line with set targets and create partnerships with profitable businesses that align with brand goals.

• 

  Vidor Inc.

  • Victoria Island Lagos

  • Merchant Onboarding Specialist

    • Sep 2022 - Apr 2023
    • Victoria Island Lagos

    Providing top-quality support to our new and existing merchants whileushering them into new markets, products or operations, helping to ensurecustomer satisfaction and strengthen merchant relationships.Build and maintain strong, long-lasting customer relationships, being theowner of the personalized relationship with customers.Expand current relationships with customers, focusing on the developmentof new products and operations.Analyze prospects’ business requirements and work closely with therelevant internal stakeholders to help customize specific products to meettheir needs.Understand customers’ needs and suggest upgrades or additional featuresto meet their requirements.Provide the Product team with customers’ feedback to help identifypotential new features or productsLead merchant onboarding and API integration process, troubleshoot andresolve gateway integration errors across e-platforms including but notlimited to Shopify, WooCommerce, Magento etc.Design merchant handling responses to ensure they support Atome’sgrowing in a scalable wayHandle escalations to identify root causes, coordinate communicationsbetween different business functions to provide timely resolution andfuture improvements;Conduct periodic review of existing operational SOPs to accommodate foroperational variancesInform merchants about products and benefits as well as guidingmerchants in which products to use.Support merchants with the integration of different e-commerce platformse.g. Shopify, Magento, WooCommerce etc.Support merchants through the entire onboarding process, fromintegration until they are fully onboarded and ready to take transactions.Investigate integrations issues which includes checking the back-endsettings and solving error codes.Communicating with other stakeholders to help sort solutions for ourmerchants.Coordinate with the Sales team to capture required pre-application dataCollect required application documentation from merchants

• 

  Access Bank Plc

  • Nigeria
  • Banking
  • 700 & Above Employee

  • Senior Customer success Associate/Dispute Resolution

    • Sep 2021 - Nov 2022

    • Develop and maintain business relations with the chargeback team at NIBBS, value card (visa, Mastercard etc), unified payments, Interswitch.• Ensure all enquiries and complaints relating to card and channel transactions are responded to within defined SLA time frame to guide against customer’s dissatisfaction.• Contact end users and report to internal and external providers while maintaining operational SLAs.• Collaborate with audit and investigation unit in handling fraudulent transactions and preemptively monitoring of customer’s credit card for the purpose of prevention of fraud.• Engage other financial institutions for recall of suspicious and erroneous transaction as well as prompt identification of fraudulent transactions.• Ensure settlement figures are processed and validated for all Chargeback transactions done via ATM, POS, WEB.• Identify and report issues and follow up corrective actions to resolve differences and deficiencies• Follow up on customer’s complaint and request to ensure they are resolved and promptly communicate feedback to the customers resulting in customer satisfaction and retention.•Work closely with other departments of the Organization.Report, analyze and resolve system, customer and operational issues that impactservice quality. Strive to provide all customers with an outstanding customerexperience.Responsible for handling of over 150 Customers’ Enquiries, Complaints and Requestsreceived via Email and Telephone interactions.Ensure that all customers interactions are accurately and timely captured on theCustomer Relationship Manager/Customer Management Systems to ensure that theService Level Agreement is not breached.Monitored the influx of calls to attain a balance on inbound and outbound activities(Giving priority to inbound and outbound when necessary, i.e. Call Blending)Ensured that all voice interactions into the Contact Centre are logged on the CRM andCMS as the case may be and details captured accurately

  • Social Media /Email/ live chat Support Specialist

    • Mar 2019 - Nov 2022

    Achieved efficient handling/management of interactions received via all Other Media interactionchannels (SMS, Email, Live Chat, Social Media)Ensured that all customer Emails and Social Media Channels interactions (Twitter, Facebook &Instagram) are responded to within 24 hours of receiving the mails and social media and Live chat areresponded to instantlyResponsible for ensuring that there are no backlogs of untreated Emails and SMS from customersResponsible for developing appropriate templates for responding to customers’ mails as new issues areidentifiedResponsible for providing reports on the status of interactions on the Other Media Desk and the team'sdaily/weekly/monthly activitiesEnsured that all Emails within the priority 1 SLA purview are responded to within an hour of receipt.Ensured the Media Desk are adequately equipped with the requisite drafted templates, processesdocuments and application accesses for optimum performance of their daily tasks

  • Customer Support - Inbound Specialist

    • Jun 2017 - Feb 2019

    • Responsible for receiving and initiating calls from and to all customers of the bank nationwide and also newprospects• Follow communication “scripts” when handling different topics• Collected data, queries, enquiries and complaints and escalate corresponding emails to the appropriate units forquick resolution.• Ensured that follow-up and timely resolution of complaints, requests and enquiries within the Company’sService Level Agreement.• Taking and handling the phone inquiry and complaints• Build sustainable relationships and engage customers by taking the extra mile• Liaise with appropriate units to achieve operational efficiency and customer satisfaction• Provide first contact resolution on at least 80% of incoming calls• Identifying customers’ needs, clarifying information, researching every issue, and providing solutions• Carried out surveys on customers’ perception of company’s products and services• Facilitated Product Training for team members

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  AIICO Multishield Limited

  • Lagos, Nigeria

  • Business Development Specialist

    • Jun 2016 - May 2017
    • Lagos, Nigeria

    Carefully managed complaint escalations, remaining calm and professional throughout to maintain positivecustomer satisfaction ratings.Demonstrated comprehensive understanding of systems to effectively train high-performing junior staff.Offered detailed performance reviews for staff on daily basis to promote continuous professionaldevelopment.Led teams to consistently exceed monthly targets through continued encouragement and strategic incentives.Increased call center productivity by 95%.Carried out regular call and communication monitoring, ensuring service provisions meet defined qualitystandards.