Alafe Abdulrasheed Adeniyi
@alafeabdulrasheedade
I build merchant relationships and improve onboarding, retention, and customer experiences across fintech operations.
NigeriaWhat I'm looking for
At Flutterwave, I guide merchants through onboarding into new markets, products, and operations while partnering with Product, Compliance, Risk, and Customer Support teams to deliver tailored solutions. I also manage high-volume customer experiences, CRM workflows, escalations, and feedback insights that improve services and features.
Across Flutterwave, FairMoney Microfinance Bank, Enterprise Business Information Systems, and ISON BPO–MTN Telecommunications, I’ve handled customer support, relationship management, team supervision, quality coaching, and SLA-driven operations. I’ve maintained 98% CSAT while helping customers and merchants resolve issues, strengthen trust, and stay engaged.
Experience
Work history, roles, and key accomplishments
Serves as a trusted point of contact for merchants, guiding them through onboarding and building strong relationships. Collaborates with Product, Compliance, and Risk teams to customize solutions and drive process improvements.
Delivered multi-channel customer support and managed CRM workflows across Intercom, Salesforce, Zendesk, and Freshdesk. Resolved escalated issues and analyzed feedback trends to inform product improvements.
Customer Service Shift Supervisor
FairMoney Microfinance Bank
Jun 2022 - Jul 2023 (1 year 1 month)
Supervised a team of customer service agents, ensuring SLA targets were met and providing coaching. Resolved escalated complaints and prepared performance reports for management.
Customer Service Representative
FairMoney Microfinance Bank
Dec 2020 - Jun 2022 (1 year 6 months)
Handled high-volume customer calls, resolving loan-related queries and conducting verification checks. Educated customers on products and documented interactions in CRM.
Contact Center Agent
Enterprise Business Information Systems
Apr 2019 - Apr 2020 (1 year)
Managed over 80 inbound customer queries daily, resolving product complaints with empathy and professionalism. Gathered and verified customer information for tracking.
Customer Service Representative (NYSC)
ISON BPO – MTN Telecommunications
Aug 2018 - Mar 2019 (7 months)
Handled high volumes of inbound and outbound calls, identifying customer needs and delivering solutions. Maintained accurate records of interactions in the call centre database.
Education
Degrees, certifications, and relevant coursework
Chartered Institute of Personnel Management
CIPM, Personnel Management
Pursuing certification from the Chartered Institute of Personnel Management.
Kano University of Science and Technology
Bachelor of Science, Computer Science
2010 - 2015
Bachelor of Science in Computer Science from Kano University of Science and Technology, Kano, Nigeria (2010-2015).
Emphatic Neoclassic College
S.S.C.E, General Studies
1997 - 2003
Completed secondary education at Emphatic Neoclassic College, Nigeria (1997-2003).
EPIC Academy Nigeria
J.S.C.E, General Studies
1997 - 2003
Completed junior secondary education at EPIC Academy Nigeria (1997-2003).
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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