Experience

MoonPay

• Software Development
• 100 - 200 Employee

• Onboarding Manager

  • Apr 2022 - Aug 2023

  Lagos State, Nigeria • Onboard Partners within different Tiers. • Provide white glove support to our highest priority Partners through email, Slack, phone calls, and video calls for a seamless onboarding experience. • Partner with Sales, Engineering, Product, Compliance, and Account Managers to ensure a successful onboarding experience. • Add value through effective communication, project management, decisive prioritization, and efficient execution. • Operationalize new and… Show more • Onboard Partners within different Tiers. • Provide white glove support to our highest priority Partners through email, Slack, phone calls, and video calls for a seamless onboarding experience. • Partner with Sales, Engineering, Product, Compliance, and Account Managers to ensure a successful onboarding experience. • Add value through effective communication, project management, decisive prioritization, and efficient execution. • Operationalize new and existing policies and processes related to Partner onboarding. • Serve as the voice of the Partner to internal teams including Finance, Partner Success, Sales/BD, Marketing, Engineering, and Product when surfacing product feedback, bugs, incidents, etc. related to the onboarding process. • Work directly with Solution and KYB engineers to ensure a smooth onboarding experience. • Work closely with our third-party Compliance team to get Partners through the KYC and KYB process. • Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner. • Run Monthly Insights Data Reports for our top partners. • Partners Review and understand data points to help answer certain onboarding questions. • Organize and set up a structured onboarding flow. • Create a well-structured folder mapping system to benefit the entire Partner Success team.

• Customer Operations Team Lead

  • Jun 2021 - May 2022

  • Manage, support and coach high performing CS Analysts through regular 1:1 and continuous feedback. • Oversee team members work for quality and guideline compliance, ensuring individuals and your team meet SLAs and KPIs. • Generate and share comprehensive reports about team performance and ongoing customer issues. • Conduct team meetings to update members on best practices and continuing expectations. • Provide quality customer service, including interacting with… Show more • Manage, support and coach high performing CS Analysts through regular 1:1 and continuous feedback. • Oversee team members work for quality and guideline compliance, ensuring individuals and your team meet SLAs and KPIs. • Generate and share comprehensive reports about team performance and ongoing customer issues. • Conduct team meetings to update members on best practices and continuing expectations. • Provide quality customer service, including interacting with customers and clients, answering customer inquiries, and effectively handling customer complaints and manager escalations. • Assist with hiring process and new team member training. • Manage time-off requests and the Support Shifts Calendar to ensure there are no gaps or disruptions to our 24/7 operations. • Keep Customer Success documentation up-to-date (internal KB articles, public FAQ, macros and triggers in ZenDesk, customer-facing e-mail templates, etc). • Support our Director of Customer Operations to ensure we build a high-performing team and perform management duties when manager is absent or out of office.

• Customer Operations Analyst

  • Apr 2021 - Apr 2022

  • Conducting customer due diligence checks: card verification, KYC, transaction monitoring. • Working with internal departments and partners to satisfy the customer’s needs. • Communication with MoonPay customers via various support platforms. • Supporting other team members and providing data-driven recommendations for continuous improvement of Customer operation function at MoonPay.

• Customer Support Analyst

  • Nov 2020 - Apr 2021

  • Communication with MoonPay customers. • Working with internal departments and partners to satisfy the customer’s needs. • Conducting customer due diligence checks: card verification, KYC, transaction monitoring. • Supporting other team members and providing data-driven recommendations for continuous improvement of Customer Support function at MoonPay.



Tallinn University

• Estonia
• Higher Education
• 500 - 600 Employee

• Bachelor Student

  • Aug 2018 - Jul 2022

  Tallinn Estonia Bachelor Student at Tallinn University.



Starship Technologies

• United States
• Consumer Services
• 300 - 400 Employee

• Robot Operator & Customer Service

  • Dec 2019 - May 2020

  Operate the robot in a safe manner in certain traffic situations. Testing of Robots Observing robots remotely and being ready to assist in unexpected situations.. Log and escalate any issues to relevant teams Transporting the robot to delivery areas and depositing them at the end of the shift. Troubleshoot problems and see them through to resolution Acting as a public ambassador and representative for Starship Supervision of robots activities.



Wise

• United Kingdom
• Financial Services
• 700 & Above Employee

• Customer Support Associate

  • Mar 2019 - Aug 2019

  Respond to customer inquiries via email, chat, phone. Log customers interactions and oversee escalations. Analyze customer issues to improve customer satisfaction. Troubleshoot problems and see them through to resolution Inform issue status to client base and manage their expectations. Constantly review the processes and suggest improvements Master the use of a helpdesk software Accountable for their own development, performance and efficiency Coordinate with other… Show more Respond to customer inquiries via email, chat, phone. Log customers interactions and oversee escalations. Analyze customer issues to improve customer satisfaction. Troubleshoot problems and see them through to resolution Inform issue status to client base and manage their expectations. Constantly review the processes and suggest improvements Master the use of a helpdesk software Accountable for their own development, performance and efficiency Coordinate with other departments to resolve client issues. Understand company values and promote them. Show less



Greater Washington Capital Ltd

• Nigeria
• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee

• Web Content Manager

  • Mar 2018 - Aug 2018

  Responsible for directing and overseeing the daily upload of products on the company website. Monitored customers’ online buying behaviours and analysed data for improved company marketing plans. Identified and analysed information about strategic risks that could potentially impact the company’s ability to achieve its mission and objectives.



Jumia Group

• Nigeria
• Technology, Information and Internet
• 700 & Above Employee

• Content Manager & Customer Service

  • Jun 2016 - Jan 2018

  Web and Data Scraping Creation and Management of blog and website articles Customer Relationship Management (CRM). Customer Service Management Respond to customers inquiries. Plan and execute a content strategy that drives high engagement 2D Graphics Design Quality Assurance management Suggest and create digital marketing strategies and tactical plans.

• Content & Production Manager / Quality Control Specialist

  • Oct 2013 - Jun 2016

  Performing quality assurance on all products both online and offline. Mass Upload of products through the backend of the website. Supervision of uploaded product.



Impulse Craft ent. limited

• Tourism Research Manager

  • Mar 2011 - Sep 2013

  Oversee research projects and activities. Create and manage content on websites and blogs Provides tourism information both online and offline