Experience

Chipper Cash

• United States
• Financial Services
• 100 - 200 Employee

• • Aug 2022 - Present

  • Proactively identifying patterns and trends of product issues.• Work closely with the Product Owner to create and maintain a product backlog according to business value or ROI.• Coordination of internal workflows and processes with regard to new product functionalities.• Active participation in business analysis activities to gather requirements, and translate the requirements into specifications for the Development team.• Stakeholder Management and effective collaboration with team members to create products. • Responsible for mapping out project and test plans for country and feature launches by effectively measuring data using Data Analysis, MySQL.• Responsible for handling all Virtual cards issues and escalations to Product Operations.• Monitor internal systems, investigate and triage downtime management reports and stability issues.• Collaborate with Engineering and Business Operations to implement processes and tool enhancements for seamless operations and issue resolution.• Setting up metrics for measuring product/functional performance and responsible for tracking its improvement.• Work with external vendors, partners and service providers in conducting triage routines on Market place, Money Movement and virtual card products.• Working with the Compliance and Engineering team to act as the first line of defense to help spot and investigate trends.• Leading, documenting and conducting product tests and launches related to improving efficient product functionality within and outside Chipper.• Work with Card related Product Managers and Engineers to ensure issues/bugs are resolved and any updates are communicated effectively.• Dealing with tricky payments-related queries; investigating missing bank, mobile money, card, and other various transaction types.• Understanding, prioritizing and escalating our customers’ feedback and feature requests to the Product Management/Engineering team. Show less

• • Aug 2021 - Aug 2022

  • Proactively identifying customer pain points during onboarding and working with internal teams (Customer Operations, Design, Product & Engineering) to address and resolve those pain points. • Leading, documenting and conducting product tests and launches related to improving the onboarding and verification flows within Chipper.• Daily monitoring of customer onboarding metrics and identifying and escalating any blockers and errors to the Product & Engineering team.• Leading cross-functional initiatives to improve the customer onboarding experience by executing testing and training the Customer Operations team.• Gather customer feedback on our onboarding process and ensure this feedback is represented in our product and feature roadmap.• Leading launches of new onboarding initiatives - creating test plans, gathering testers, coordinating testing, maintaining documentation and briefing the Customer Operations team• Led on testing and implementing solutions to improve user onboarding such as integrating with new KYC service providers, launching Tier 1 KYC in more countries Show less

• • May 2021 - Aug 2022

  • Proactively identifying patterns and trends of product issues.• Responsible for handling all Virtual cards issues and escalations to Product Operations.• Monitor internal systems, investigate and triage downtime management reports and stability issues.• Setting up metrics for measuring product/functional performance and responsible for tracking its improvement.• Work with external vendors, partners and service providers in conducting triage routines on Market place, Money Movement and virtual card products.• Provide consultative support workflow to the Customer Operations team when customer issues are escalated.• Working with the Compliance and Engineering team to act as the first line of defense to help spot and investigate trends.• Leading, documenting and conducting product tests and launches related to improving the onboarding and verification flows within Chipper.• Work with Card related Product Managers and Engineers to ensure issues/bugs are resolved and any updates are communicated effectively.• Dealing with tricky payments-related queries; investigating missing bank, mobile money, card, and other various transaction types.• Understanding, prioritizing and escalating our customers’ feedback and feature requests to the Product Management/Engineering team.• Working within available systems to resolve ongoing product-related issues until they can be resolved by the Engineering team. Show less



Payattitude

• Nigeria
• Information Technology & Services
• 1 - 100 Employee

• Customer Experience Lead

  • Jun 2020 - May 2021

  • Responsible for handling pending issues on PayAttitude Digital and ensure follow up/ resolution. • Built Customer Success Plans and establish essential goals to aid the customer and drive usage of the platform. • Established structure of customer support team, delegation of tasks and team management. • Handled validation and verification of new PayAttitude subscribers. • Provided customers with needed information and support on PayAttitude Application. • Handled spooling of failed PayAttitude transaction issues and process reversal. • Responsible for handling customer complaints and enquiries via telephone and emails. • Statistical/analytical tasks (3C analysis, customer journey analysis, user behavior analysis, transaction analysis, etc.) • Periodic monitoring of customer service activities, daily report and social networking service management. Show less



Hope PSBank

• Nigeria
• Banking
• 1 - 100 Employee

• Customer Success Lead

  • Mar 2020 - Jun 2020

  • Ensured new users and subscribers are onboarded successfully. • Established efficient work relationship between customers and support team. • Handled and enhanced customer service team trainings. • Responsible for contributing directly to product line and delivering on key organizational metrics. • Supported customer service operations, including but not limited to handling enquiries, process withdrawal applications, KYC, bug reporting, Q&A updates. • Ensured new users and subscribers are onboarded successfully. • Established efficient work relationship between customers and support team. • Handled and enhanced customer service team trainings. • Responsible for contributing directly to product line and delivering on key organizational metrics. • Supported customer service operations, including but not limited to handling enquiries, process withdrawal applications, KYC, bug reporting, Q&A updates.



Unified Payment Services Limited

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

• Customer Support/e-Payment Solutions Specialist

  • Mar 2019 - Mar 2020

  • Responsible for validating customer details on Pay attitude Application. • Handle and resolve all ATM card, bank settlements and merchant related issues. • Responsible for handling customer complaints and enquiries via telephone and emails. • Responsible for handling all web integration and Pay Attitude enquiries/ POS deployment. • Compilation of Pay attitude reports on issues of failed bank transactions and cash reversal. • Prepared manuals related to customer support (e.g. internal manuals, user manuals, escalation matrix) Show less



ConSol Limited

• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Contact Centre Lead

  • Aug 2018 - Feb 2019

  • Responsible for handling customer complaints and enquiries via telephone and emails • Responsible for capturing received details on the WFM/CRM • Provides customers with needed information and support • Responsible for handling inbound and outbound calls • Exhibiting competent product knowledge • Appropriately fill the WFM while interacting with callers • Promotes good listening skills • Utilize computer technology to handle high volume of calls • Ensure that customers and callers are satisfied • Work closely with Team leads, supervisors and call centre manager Show less



Farm To Door Delivery

• Canada
• Food and Beverage Services

• Logistics Supervisor

  • Jan 2018 - Jul 2018

  • Supervised supplies and delivery of fresh farm produce to Estate residents • Represented the company in residents monthly meetings • Ensured supplies are adequately supplied based on demand • Ensured availability of produce • Distributed letters to estate chairmen and managers seeking permission to supply products • Organized and supervised promo activities • Supervised supplies and delivery of fresh farm produce to Estate residents • Represented the company in residents monthly meetings • Ensured supplies are adequately supplied based on demand • Ensured availability of produce • Distributed letters to estate chairmen and managers seeking permission to supply products • Organized and supervised promo activities



Lagos State Emergency Management Agency

• Ikeja, Lagos, Nigeria

• Emergency Response Consultant

  • Nov 2016 - Dec 2017

  • Responsible for handling emergency calls • Responsible for capturing received details on the CRM • Escalation of emergency cases to the relevant agency • Empathize with distressed caller • Provide first level support to distressed callers via soft phone • Conduct CSAT (Customer Satisfaction Survey), Received suggestion, complaints or accolades • Escalate issues of urgent attention to Supervisor • Export detailed call log to team lead for reports • Appropriately fill the CRM while interacting with callers • Handle callers’ complaints or enquires via telephone. • Provide callers with needed information and support • Exhibit competent product knowledge. • Received calls within stipulated SLA Show less



BAT

• United Kingdom
• Tobacco Manufacturing
• 700 & Above Employee

• Project Brand Promoter

  • Nov 2015 - Nov 2016

  • Managed inventories and stock depletion • Took note of market trends and computed competitors analysis • Ensured exclusivity of BAT brands via market sitter and project activations (Project Royale) • Managed inventories and stock depletion • Took note of market trends and computed competitors analysis • Ensured exclusivity of BAT brands via market sitter and project activations (Project Royale)



Nigerian Breweries Plc

• Nigeria
• Food and Beverage Services
• 700 & Above Employee

• Sales Promoter

  • Aug 2014 - Nov 2015

  • Ensured sales drive • Responsible for customer engagement and market intelligence • Participated in brand and market activation • Ensured sales drive • Responsible for customer engagement and market intelligence • Participated in brand and market activation