Deborah Ibitoye
@deborahibitoye
Customer service professional improving CSAT and response times across fintech and e-commerce.
NigeriaWhat I'm looking for
I am a customer service professional with 5+ years supporting customers across fintech-adjacent, gaming, telecom, and e-commerce environments. I consistently own customer issues end-to-end while maintaining policy alignment and data accuracy.
In my current role I deliver high-volume chat and digital support and maintain SLA performance above 95 percent. I improved CSAT by 20 percent and reduced average response times by 15 percent by optimizing inquiry handling workflows.
I have strong CRM discipline—logging interactions in Freshdesk/Zendesk/Salesforce-ready systems—and I collaborate asynchronously with Operations, Product, and Engineering to resolve complex issues. I also analyze recurring inquiry patterns to reduce escalations and improve first-contact resolution.
I am focused on clear written communication, accuracy, and remote-friendly collaboration, and I support onboarding and documentation improvements that reduce repeat tickets and improve service quality.
Experience
Work history, roles, and key accomplishments
BPO Operations Associate
Kaizen Gaming
Mar 2025 - Present (11 months)
Delivered high-volume chat and digital customer support while maintaining SLA performance above 95%, optimized inquiry workflows to improve CSAT by 20% and reduce response times by 15%.
Junior Customer Service Agent
Kaizen Gaming
Nov 2023 - Mar 2025 (1 year 4 months)
Provided multi-channel support via chat, email, and phone, owning issues end-to-end and assisting onboarding to reinforce documentation standards and service quality.
Customer Service Associate
Sporty Internet Limited
May 2022 - Oct 2023 (1 year 5 months)
Resolved account, payment, and technical inquiries with >90% resolution accuracy and collaborated with Product and Risk teams to ensure policy-aligned support, contributing to a 12% reduction in repeat tickets.
JNCustomer Service Intern
Jumia Nigeria
Apr 2022 - May 2022 (1 month)
Handled inbound order and delivery inquiries in a fast-paced e-commerce environment and flagged recurring questions to improve knowledge base accuracy.
Customer Service Intern
Equinox Integrated Concept
Jun 2020 - Feb 2021 (8 months)
Resolved billing and network inquiries for Airtel & MTN Nigeria through clear explanations and timely escalation, documenting feedback to support service improvements.
Education
Degrees, certifications, and relevant coursework
ZEZendesk
Certification, Customer Support / Zendesk
2026 - 2026
Earned the Zendesk Omnichannel Agent Specialist Certification.
International Institute of Channel Management and Retailing
Proficiency Certificate, Customer Relationship Management
2022 - 2022
Completed a proficiency certificate in Customer Relationship Management (CRM).
MPMoshood Abiola Polytechnic
Higher National Diploma (HND), Mass Communication
2017 - 2020
Completed a Higher National Diploma (HND) in Mass Communication with advanced coursework in media practices and communication theory.
MPMoshood Abiola Polytechnic
Ordinary National Diploma (OND), Mass Communication
2014 - 2016
Completed an Ordinary National Diploma (OND) in Mass Communication, focusing on foundational media and communication studies.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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