Open to opportunities

Christianah Holgate

@christianahholgate

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FinTech customer support and operations specialist delivering 95%+ CSAT and fast resolutions.

Nigeria

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What I'm looking for

I’m looking for remote-friendly fintech customer support and operations work where I can run omnichannel support, own CRM case handling, hit SLA/CSAT targets, and grow through continuous improvement and first-contact resolution.

I’m a Customer Support and Operations Specialist with 7+ years of experience in fintech, microfinance, and customer service. I manage high-volume omnichannel support with a focus on accuracy, efficiency, and strong customer satisfaction, consistently delivering 95%+ CSAT while resolving Tier-1 issues with minimal escalation.

I’m skilled in CRM and support tooling including Zendesk, Salesforce, Freshdesk, HubSpot, and Zoho Desk, supporting customers across email, live chat, phone, WhatsApp, and social media. I’ve also led a call center team of 11 agents, improving performance by 15%, strengthening first-contact resolution, and ensuring accurate CRM documentation.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

PalmPay

Jan 2025 - Present (1 year 5 months)

Handle 80–100+ customer interactions daily across multiple channels and maintain 95%+ CSAT by resolving Tier-1 issues independently. Log and track cases in Zendesk and Salesforce while meeting SLA targets for wallet, payment, and account troubleshooting.

Zendesk Salesforce SLA CSAT

Customer & Ops Specialist

Blooms Microfinance

Jan 2021 - Jan 2025 (4 years)

Managed customer onboarding and resolved repayment and transaction disputes while maintaining accurate CRM records. Improved first-contact resolution rates and collaborated with compliance and risk teams to strengthen support outcomes.

Customer Onboarding First Contact Resolutions Customer Support Operations

Call Center Team Lead

Kash Kash (Blue Ringe)

Jan 2019 - Jan 2021 (2 years)

Led a team of 11 agents, improving performance by 15% through coaching and structured shift coverage. Handled escalated complaints and ensured resolution quality with effective escalation management.

Team Leadership Coaching Escalation Management Complaint Handling Shift Scheduling

Business Development Officer

Complanet Technology

Jan 2016 - Jan 2019 (3 years)

Generated qualified business leads and managed client relationships to support growth efforts. Collected customer feedback and translated insights into improvements for products and service delivery.

Lead Generation Client Relationship Management Business Development Opportunity Qualification Service Improvement Relationship Building