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AR@adejokeraji
Customer Support Specialist with over 5 years of experience.
GabonI 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.
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Work history, roles, and key accomplishments
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.
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.
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.
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.
CLEM Marketing Company
Mar 2012 - Apr 2013 (1 year 1 month)
Directed sales operations to expand business outreach and maintain sustainability, focusing on strategic growth and customer engagement.
Degrees, certifications, and relevant coursework
MBA, Management
2024 - 2025
Higher National Diploma, Business Administration
2012 - 2015
FENational Diploma, Business Administration and Management
2009 - 2011
Software and tools used professionally
GabonYou can contact Adejoke and 90k+ other talented remote workers on Himalayas.
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