Experience

The Funded Trader

• United States
• Technology, Information and Internet
• 200 - 300 Employee

• Trader Success Supervisor

  • Jul 2023 - Present

  Miami, Florida, United States

• Trader Success Assistant Supervisor

  • Dec 2022 - Jul 2023

  Miami, Florida, United States Customer support and operations support services for The Funded Trader LLC.



Hugo

• United States
• Information Technology & Services
• 700 & Above Employee

• Team Lead (CX)

  • Jul 2022 - Aug 2023

• Shift Manager (CX)

  • Sep 2021 - Jul 2022

  Nigeria -Monitor and supervise the timely arrival of scheduled agents, be aware of unforeseen challenges like scheduling conflicts and see to it the business is adequately staffed - Monitor the team’s progress and productivity by tracking progress at regular intervals. - Flagging abnormalities and providing weekly feedback. - Conduct real-time monitoring of teammate’s inboxes on a daily basis to ensure compliance with approved work standard, and flag defaulters. -… Show more -Monitor and supervise the timely arrival of scheduled agents, be aware of unforeseen challenges like scheduling conflicts and see to it the business is adequately staffed - Monitor the team’s progress and productivity by tracking progress at regular intervals. - Flagging abnormalities and providing weekly feedback. - Conduct real-time monitoring of teammate’s inboxes on a daily basis to ensure compliance with approved work standard, and flag defaulters. - Co-ordinate team huddles and manage shift attendance. - Monitor agent's inboxes during shift to ensure compliance with approved work standard. - Assisting with co-ordinating team schedules to ensure the team is able to meet SLAs during operational hours - Monitoring attendance, tardiness and time off - Help shift assigned agents with knowledge gap.

• Customer Experience Analyst

  • Dec 2020 - Sep 2021

  Lagos, Nigeria As the first line of support for users, my role criss-crosses managing inbound and outbound customer communication across multiple channels such as email, webchat, and social media for clients around the world, all within accepted standards and SLA Responsible for performing root-cause analysis on various user issues with a narrow focus on ensuring a robust understanding of the problems and proffering solutions that work Update our internal databases with information about… Show more As the first line of support for users, my role criss-crosses managing inbound and outbound customer communication across multiple channels such as email, webchat, and social media for clients around the world, all within accepted standards and SLA Responsible for performing root-cause analysis on various user issues with a narrow focus on ensuring a robust understanding of the problems and proffering solutions that work Update our internal databases with information about technical issues and useful customer feedback. Investigate payments errors and issue client refunds (using PayPal and Stripe) Using Intercom, Postmark and Metabase for troubleshooting and problem solving Contribute to innovative ideas that increase staff productivity and improvement of relevant processes. Maintain and surpass CSAT score of 95%



Nigerian Institute of social and economic research

• Research Assistant

  • Sep 2019 - Aug 2020

  Ibadan Nigeria Planned, modified and executed research techniques, procedures and Seminars· Summarized search results by preparing written reports, graphs, fact sheets and tables. Performed statistical, qualitative and quantitative analysis. Worked with principal investigators to coordinate qualitative research into the performance of the Federal budget.



OPay

• Nigeria
• Financial Services
• 700 & Above Employee

• Telesales Representative/ Customer Care Rep

  • Dec 2018 - Jul 2019

  Lagos Typing in data provided directly from customers. Transferring data from paper formats into computer files and database systems using keyboards Created spreadsheets with large number of figures without mistakes· Confirming information, operating plans of data entry and preparing documentation. Answering customer questions about their reservation Resolve service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and… Show more Typing in data provided directly from customers. Transferring data from paper formats into computer files and database systems using keyboards Created spreadsheets with large number of figures without mistakes· Confirming information, operating plans of data entry and preparing documentation. Answering customer questions about their reservation Resolve service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem Expediting correction or adjustment; following up to ensure resolution Show less



Rosefield International school

• Teacher

  • Mar 2014 - Feb 2015

  Mowe, ogun state Classroom discussions and student-centered learning. Enhanced student learning by optimizing a wide range of instructional approaches and innovative classroom activities.