Experience

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  Ads middle school

  Apr 2015 - Jan 2016

  English studies teacher (nysc)
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  Starlight schools

  Jun 2016 - Jul 2017

  English studies teacher
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  The woodmarble hotel

  Jul 2017 - Apr 2021

  Customer service representative

  • Provided information about nearby attractions, available rooms, rates, and amenities through telephone calls or via live chat on social media platforms.• Welcomed guests and responded to guest inquiries, requests, and issues in a timely, personable, and efficient manner to resolve guest concerns and documented guest details through ACTIVE360.• Collaborated with housekeeping staff to ensure all rooms were clean and ready to accommodate new guest arrivals.

• 

  Wow!lotto

  May 2021 - Nov 2022

  Customer support specialist

  • Created and improve operations processes for user inquiries solving 300+ customer inquiries weekly through CRM platforms including Freshdesk, and Jira.Developed Templates and operational workflows for user complaints specifically for game app glitches, payment issues, phone compatibility, and sign-up issues.• Research user trends and implement strategies for optimizing app flow, improving user experience, and gathering data from the weekly reports while increasing customer satisfaction by 18%• Provided recommendations for features on the game app, to make it relatable to users to further increase traffic in downloads. Show less

• 

  Pressone.africa

  Oct 2022 - Apr 2023

  Customer success associate

  Collaborate with the sales and marketing team to complete users’ journeys successfully Create reports of user experience on Airtable to ensure efficient app flow for users, and escalate product malfunctions or bugs to the Product Engineering team on Asana.Maintain and build relationships with users to ensure customers retention rates > 80% and minimize customer churn rates

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  Skilledup life

  Nov 2022 - May 2023

  Support specialist

  Handle Tawk Chats from potential and existing Customers and Volunteers (Community).Reaching out to Community warmly and assisting them to complete their SkilledUp Life Profiles through chat and follow-up via in-built messaging.Guide Volunteers through the process of creating SkilledUp Life Volunteer and Customer profiles.Guide companies through the process of creating SkilledUp Life Company Profiles and Subscribing to our Service.Help Companies publish Opportunities.Help Volunteers apply for the Opportunities.Improve FAQs.Report any issues, concerns, and complaints to the Head of Support Show less

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  Flutterwave

  Mar 2023 - now

  Monitor and evaluate customer interactions (calls, chats, emails) to ensure adherence to company standards.Develop and implement QA frameworks, scorecards, and feedback mechanisms to improve agent performance.Conduct regular audits, identify areas for improvement, and collaborate with team leads to enhance service delivery.Provide coaching and feedback to agents based on performance evaluations and customer insights.Track and analyze QA data to generate reports and recommendations for process improvements.Design and deliver training programs for new hires and existing employees to enhance product knowledge, customer service, and compliance.Conduct soft skills, technical, and operational training sessions to support agent development.Assess training effectiveness through evaluations, feedback, and performance tracking. Show less Act as the first point of contact for all internal and external customer queries and complaints received viachannels such as email, social media, chat, phone calls, etc.Ensure all queries and complaints from existing and new customers are effectively andadequately resolved within set SLAs (service level agreements)Provide relevant and appropriate answers to questions and inquiries from customersabout Flutterwave’s products and servicesBuild trust, loyalty, and long last relationships with customers by understanding their painpoints and resolving their issues no matter whatProvide insights about customer feedback to internal stakeholders to allow for product and processimprovementsMaintain clear and open two-way communication with all internal Flutterwave teams to allow for greatservice for customers.Train new intakes on products, processes and contact center knowledge. Show less

  • Quality Assurance Analyst

    Mar 2025 - now

  • Customer Experience Analyst/ L & D

    Mar 2023 - Mar 2025