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Adejoke Raji

@adejokeraji

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Customer Support Specialist with over 5 years of experience.

Gabon

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What I'm looking for

I am looking for a role that fosters growth, values customer-centric approaches, and encourages collaboration within diverse teams.

I am a dedicated Customer Support Specialist with over five years of experience in delivering exceptional service across the financial and tech industries. My proven ability to enhance customer satisfaction, achieving a CSAT score of 95%, reflects my commitment to excellence. I excel in optimizing operational processes and resolving complex customer concerns through innovative solutions.

In my recent role as a Senior Customer Support/Onboarding Specialist at Kuda Microfinance Bank, I successfully reduced First Response Time by 50% and supervised a team of ten agents, improving QA scores significantly. My experience in collaborating with multicultural teams and ensuring compliance with international regulatory standards, including AML and KYC protocols, has equipped me with the skills necessary to thrive in dynamic environments.

Experience

Work history, roles, and key accomplishments

Senior Customer Support/Onboarding Specialist

Kuda Microfinance Bank

May 2022 - May 2024 (2 years)

Delivered exceptional customer support through chat, email, and social media, achieving a 95% customer satisfaction score. Supervised a team of 10 agents, improved quality assurance scores, and streamlined onboarding processes to ensure compliance with KYC regulations.

Customer Support KYC Team Leadership CRM Tools Onboarding Customer Satisfaction Process Improvement

Customer Service Representative/Funds Transfer Officer

United Bank of Africa (UBA)

Jan 2018 - Apr 2020 (2 years 3 months)

Enhanced customer satisfaction by innovating processes to reduce wait times and exceed service level agreements. Managed fraud-related issues while ensuring compliance with AML protocols and expanded the client base through proactive relationship management.

Customer Service AML Relationship Management Process Innovation Fraud Management Communication Skills

Production Executive

Kids Entrepreneur

Apr 2017 - Dec 2017 (8 months)

Collaborated with clients to design advertising campaigns that met international standards. Developed content and storyboards for promotional activities and supported NGO partnerships to enhance outreach.

Content Development Storyboarding Partnerships Promotional Activities

Training Supervisor

Society for Family Health (SFH)

Sep 2016 - Nov 2016 (2 months)

Supervised training sessions for healthcare workers, ensuring compliance with global health standards. Designed data-driven training materials and analyzed training impact metrics for community health workers.

Data Driven Community Health Compliance