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Aderonke Aderohunmu

@aderonkeaderohunmu

Customer Success Analyst at Quidax, improving fintech customer journeys through transaction analysis, root-cause investigations, and customer feedback.

Nigeria

Message

At QUIDAX, I analyzed customer and transaction data to identify recurring pain points and improve customer experience and operational performance. I achieved 96.7% individual CSAT and maintained customer success reports tracking CSAT, QA, SLA performance, and ticket trends.

I also investigated customer and transaction issues with relevant teams, maintained FAQs and SOPs supporting the Quidax 3.0 transition, and shared Voice of Customer insights for product and operational improvements. At E-SETTLEMENT LIMITED, I supervised a 10-member customer service team and previously resolved an average of 300 customer inquiries and complaints monthly.

Experience

Work history, roles, and key accomplishments

Customer Success Analyst

Quidax

Nov 2023 - Sep 2026 (2 years 10 months)

Analyzed customer and transaction data to identify pain points and improve operational performance. Achieved 96.7% individual CSAT and maintained 97% QA performance, while developing FAQs and SOPs.

Customer Success Data Analysis Root Cause Analysis KPI Reporting CSAT QA SLA Zendesk Process Improvement Knowledge Management

Customer Service Line Supervisor

E-Settlement Limited

Aug 2022 - Nov 2023 (1 year 3 months)

Supervised a 10-member customer service team, coordinating daily activities and performance against KPIs. Achieved 100% target delivery and prepared weekly performance reports.

Team Supervision Coaching Performance Management KPI Reporting Work Allocation Customer Service

Customer Service Representative

E-Settlement Limited

Aug 2020 - Jul 2022 (1 year 11 months)

Resolved an average of 300 customer inquiries monthly, managing interactions through Zendesk and Hoducc. Conducted monthly reviews to identify recurring issues and improve processes.

Customer Service Zendesk HoduCC Issue Resolution Communication Skills Process Improvement

Mentor

Eagle's H.O.P.E Charity Foundation

Aug 2018 - Aug 2020 (2 years)

Facilitated leadership-development training sessions for young people and supervised training activities during teenage camp meetings. Supported planning and organization of monthly community activities.

Leadership Development Training Mentorship Event Planning