Open to opportunities

Christiana Toye

@christianatoye

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Customer Support & Success Leader delivering empathetic support and data-driven insights.

Nigeria

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What I'm looking for

I’m looking for a FinTech role combining customer success with Power BI/Excel-driven insights—where I can lead escalation workflows, train teams, and improve satisfaction and fraud/risk outcomes.

I’m a FinTech Data Analyst and Customer Success Specialist with 10+ years delivering empathetic, high-quality support across banking, retail, and fintech. I’ve sustained a 4.7 CSAT score for 12 consecutive months through coaching, empathetic communication, and effective case resolution.

I reduce risk and improve outcomes by combining customer education with data analysis—cutting fraud risk by 50% and using Power BI and Microsoft Excel KPI analysis to drive leadership-ready insights. I’m also Azure-certified, and I’ve trained 100+ engineers with Azure Savings Plan sessions, led a 13-analyst team, and streamlined escalation workflows to improve resolution times and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

FinTech Analyst II SME

Current

TeKnowledge

Dec 2024 - Present (1 year 7 months)

Provided global escalation support, resolving complex technical cases with accuracy and empathy to reduce repeat escalations. Designed and facilitated Azure Savings Plan training for 100+ engineers and analyzed Power BI KPIs to deliver actionable insights for leadership.

Customer Support Azure Savings Plans Performance Analytics Knowledge Checks Escalation Workflow Optimization Mentoring Troubleshooting

FinTech Analyst II Team Lead

Tek Experts Nigeria

Oct 2023 - Dec 2024 (1 year 2 months)

Led a team of 13 analysts with daily case wellness reviews to improve operational efficiency and reduce backlog. Sustained a 4.7 CSAT score for 12 months through coaching and served as the primary escalation point for complex cases.

Team Leadership Case Wellness Reviews CSAT Coaching And Empathetic Communication Escalation Handling Mentorship

FinTech Analyst II Support Eng

Tek Experts Nigeria

Jan 2022 - Oct 2023 (1 year 9 months)

Delivered frontline technical support for global clients, resolving complex issues across Microsoft Azure and Office 365 and improving first contact resolution. Used Power BI KPI data to track personal performance and identify recurring case patterns, and contributed to an internal knowledge base.

Microsoft Azure Support Office 365 Troubleshooting First Contact Resolutions Case Pattern Identification Documentation

Customer Care Officer

Access Bank Plc

Feb 2019 - Jan 2022 (2 years 11 months)

Provided frontline support for internet and mobile banking products and helped customers adopt digital channels while reducing reliance on in-branch services. Reduced fraud risk by 50% through proactive customer education and Excel trend analysis, and supported compliance with monitoring collaboration.

Customer Support Fraud Prevention Customer Education

Teller

Access Bank Plc

Jan 2016 - Jan 2019 (3 years)

Processed high-volume daily transactions with 90%+ accuracy, reconciling balances and minimizing discrepancies. Delivered customer-centric counter service, supported compliance with anti-fraud and cash-handling procedures, and improved teller workflow efficiency.

Cash Handling Transaction Processing Customer Service Cross Selling & Compliance Workflow Optimization

Sales Representative

Okay Phones Ltd

Jan 2015 - Dec 2015 (11 months)

Resolved product complaints and advised customers on device and accessory selection to ensure satisfaction and repeat business. Supported mini-branch operations including cash transactions, inventory checks, and daily reconciliations while identifying upselling opportunities.

Customer Service Complaint Resolution Upselling Cash Transactions Reconciliations

Education

Degrees, certifications, and relevant coursework

Bells University of Technology

Bachelor of Science, Economics

Grade: Second Class Honors

Earned a B.Sc. in Economics, graduating with Second Class Honors. Published research titled “Electricity Supply and Economic Diversification in Nigeria (1981–2016)” in Valahian Journal of Economic Studies.