Open to opportunities

Aminat Rufai

@aminatrufai

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Customer service leader with a proven track record in digital support.

Nigeria

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What I'm looking for

I am looking for a role that fosters growth, values teamwork, and allows me to leverage my customer service expertise to drive impactful results.

I am a dedicated customer service leader with over 2 years of experience managing digital support teams in the banking sector. At United Bank for Africa, I spearheaded social media operations, successfully reducing response times by 35% while leading a team that handled over 500 customer inquiries daily. My expertise lies in issue triaging, customer sentiment analysis, and utilizing CRM platforms like Salesforce and Freshdesk to enhance customer experiences.

Throughout my career, I have consistently improved team CSAT scores and developed high-impact service strategies. As a Team Lead, I monitored KPIs, maintained over 90% SLA adherence, and delivered insightful performance dashboards to senior leadership. My commitment to mentoring junior staff has resulted in significant improvements in individual CSAT scores, showcasing my ability to foster a culture of excellence and continuous improvement.

Experience

Work history, roles, and key accomplishments

Team Lead

United Bank for Africa (UBA)

Jan 2025 - Present (7 months)

Led a team of 8+ agents across four digital platforms, handling 500+ customer interactions daily. Reduced team response time by 35% via workflow optimization and targeted training.

Customer Support Workflow Optimization Performance Analytics Team Leadership

Assistant Team Lead

United Bank for Africa (UBA)

Jul 2024 - Present (1 year 1 month)

Managed high-volume escalations and ensured service continuity during peak periods. Initiated peer QA process, improving resolution accuracy by 20%.

Escalation Management Quality Assurance Cross Functional Collaboration

Customer Experience Expert

United Bank for Africa (UBA)

Aug 2022 - Present (3 years)

Resolved 100–120 customer inquiries daily on Twitter, Facebook, Instagram, and WhatsApp. Used Salesforce and Freshdesk to triage and resolve issues effectively.

Salesforce Freshdesk Social Media Management

Preschool Teacher (NYSC)

Calvary Group of Schools

May 2021 - Present (4 years 3 months)

Managed classroom of 25+ students; designed personalized learning plans leading to 90%+ milestone achievement. Fostered parent relationships through regular feedback and engagement.

Classroom Management Curriculum Development Parent engagement Student Engagement Behavioral Management

Laboratory Assistant (IT)

Beachland Specialist Hospital

Jan 2017 - Present (8 years 7 months)

Processed and documented 100+ samples weekly with 98%+ accuracy. Maintained strict hygiene protocols; zero contamination incidents reported.

Documentation Inventory Management

Brand Ambassador

Contact Marketing Services

May 2012 - Present (13 years 3 months)

Promoted consumer electronics/FMCG products, generating ₦2M+ in sales. Drove a 35% increase in social engagement through on-site and digital activations.

Product Promotion Social Activation Digital Activations Market Insights

Sales Promotion Representative

Ideas House Marketing Communications

Jan 2012 - Present (13 years 7 months)

Boosted product trial rates by 40% via high-traffic sampling campaigns. Supported a 10-person team in exceeding weekly sales goals by 25%.

Product Sampling Sales Support Team Collaboration Data Analysis

Education

Degrees, certifications, and relevant coursework

Bestower International University

B.Sc, Computer Science

Studied Computer Science at Bestower International University, focusing on foundational principles and applications. Completed the program between 2021 and 2023.