Rosemary Bohan

Experience

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  LAGOS STATE INTERNAL REVENUE SERVICE (LIRS)

  Nov 2019 - Nov 2020

  Customer Support Specialist

  * Acted as the first point of contact for all internal and external customer queries via different channels (e.g. Phone call, Live chat, Emails, and social media channels). thus developing an intimate relationship with the customers.* Provided relevant and appropriate answers to questions and inquiries from customers about products and services.* Managed ticket requests with quick responses and solutions.* Maintained a customer retention rate of 8% above the company average.* Efficiently made use of relevant software e.g. Zendesk to track requests and resolve customer issues.* Helped resolve a recurring product complaint by analyzing reports and identifying a major process bottleneck, which led to a 50% reduction in tickets for this specific issue.* kept up to date with product features and changes to know how best to serve our customers.* Contributed to building ever green content and scalable resources for customers to use for education and to drive rapid product adoption.* Ensured all queries and complaints from existing and new customers are effectively and adequately resolved within set SLAs (service level agreements)* Built trust, loyalty, and long last relationships with customers by understanding their pain points and resolving their issues no matter what.* Identifying and escalating issues experienced by users through appropriate channels, participating in deep dives on the root causes of such issues as well as brainstorming for possible product improvement and follow-up to ensure resolution. Show less

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  Money Africa

  Jun 2022 - May 2023

  Customer Support Specialist

  • Acted as the first point of contact for all internal and external customer queries and complaints via different channels via Phone call, Live chat, Emails, and social media channels), thus developing anintimate relationship with customers.• Provided relevant and appropriate answers to questions and inquiries from customers about MoneyAfrica's products and services• Trained customers on platform features and functionality, ensuring they have a comprehensive understanding of the system.• Efficiently made use of Zendesk to track requests and resolve customer issues.• Ensured all queries and complaints from existing and new customers are effectively and adequately resolved within set SLAs (service level agreements).• Executed operations, including verification of customer information, documentation processing, and compliance adherence• Contributed to building ever green content and scalable resources for customers to use for education and to drive rapid product adoption.• Managed over 50 ticket requests per day with quick responses and solutions.• Managed 5/6 chats simultaneously.• Awarded the Employee of the Month once for achieving extraordinary results.• kept up to date with MoneyAfrica's product features and changes to know how best to serve thereby Developed deep technical and operational understanding of company offerings and served as a subject matter expert for clients.• Built strong relationship with client point of contact through stages ni the customer journey.• Solved customer problems, address inquiries, and troubleshoot technical or functional issues to ensure a seamless onboarding experience.• Collaborated with cross-functional teams, including Sales, Support, Operations, Product, and Engineering, to deliver exceptional customer experiences.• Offered training to new and existing customer care agents.• Direct customers to online resources• Updated customer records in system, including notes about conversations. Show less

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  Tek Experts

  Nov 2023 - May 2024

  FINTECH ANALYST ( Microsoft Azure Support Specialist)

  •Assisting Microsoft Azure customers across the different regions to resolve complex customer issues by analyzing Billing issues, Azure Pricing, refund/credit and Subscription that may involve several cloud technologies.•Onboarding and Educating customers on Azure Subscription, Free Trial, and Billing process.•Analyzing customer data and preparing reports•Meeting Microsoft service level agreement•Engaging Microsoft customers having issues with Azure CloudPortal and subscription through phone calls, chat, emails and going on a remote call/screen sharing session with them.•Troubleshooting and collaborating with subject matter experts and escalation managers.•Delivering unique value by resolving customer's issues that requir raising collaboration tasks to various teams.•Contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. Show less

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  Microsoft

  Nov 2023 - May 2024

  FINTECH ANALYST ( Microsoft Azure Support Specialist)

  •Assisting Microsoft Azure customers across the different regions to resolve complex customer issues by analyzing Billing issues, Azure Pricing, refund/credit and Subscription that may involve several cloud technologies.•Onboarding and Educating customers on Azure Subscription, Free Trial, and Billing process.•Analyzing customer data and preparing reports•Meeting Microsoft service level agreement•Engaging Microsoft customers having issues with Azure CloudPortal and subscription through phone calls, chat, emails and going on a remote call/screen sharing session with them.•Troubleshooting and collaborating with subject matter experts and escalation managers.•Delivering unique value by resolving customer's issues that requir raising collaboration tasks to various teams.•Contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. Show less

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  Deel

  Apr 2024 - now

  Analyst, Back Office Processing

  As a Back Office Processing Analyst, I’m responsible for analyzing and ensuring the smooth and accurate flow of financial information and transactions needed for onboarding new hires within the company's back office ream. I work with various departments to process financial data, maintain records, and generate reports.Key Responsibilities- Process financial transactions for new hires, such as approving payment ie; payslips, tax forms, expenses and deposits in a timely and accurate manner.- Process leave of absence, and terminations according to state laws. - Reconcile accounts, identify and resolve discrepancies.- Responsible for coordination efforts with Accounting and Tax teams to coordinate payroll corrections and amendments.- Ensuring all aspects of the payroll cycle, including tax, benefits, wage attachment, etc. are processed, reconciled, audited, and transmitted accurately and timely.- Monitor and implement statutory updates for regulations relating to payroll and time tracking.- Create custom reports and analyze large amounts of information to support mandatory reporting, day-to-day, and ad hoc business needs.- Train customers and provide credible support on features and functionality.- Identify opportunities for process improvement and implement changes to enhance efficiency and accuracy.- Partner with internal teams, including Sales, Support, Operations, Product, and Engineering, to deliver the best customer experience.- Help mid sized customers quickly onboard to the Deel platform, serving as their primary point of contact and support during the set up phase.- optimizing customer onboarding workflows through process improvements and product automation. Show less