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Deborah Orisabiyi

@deborahorisabiyi

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Customer-focused specialist with 3+ years in customer success.

Nigeria

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What I'm looking for

I seek a role that fosters collaboration, values customer feedback, and offers opportunities for professional growth.

I am a customer-focused and data-driven specialist with over three years of experience in delivering high-quality service across fintech, SaaS, and logistics platforms. My expertise lies in managing escalations, improving internal workflows, and advocating for users to drive product improvement. I have a proven ability to resolve complex issues, reduce churn, and enhance customer satisfaction across various channels including email, chat, and social media.

At Mainstack.co, I took ownership of high-priority complaints and achieved a 30% reduction in resolution time for escalated tickets by streamlining internal processes. My role involved collaborating with product and engineering teams to relay user feedback and improve overall user experience. I am passionate about building empathetic and efficient support systems that empower both users and businesses to succeed globally.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Analyst

Current

Mainstack.co

Took ownership of high-priority or escalated complaints unresolved through standard channels. Achieved a 30% reduction in resolution time for escalated tickets by improving internal workflows.

Zendesk Zoho Freshdesk Conflict Resolution Problem Solving Critical Thinking

Customer Support Executive Resolution Unit

Fairmoney Microfinance Bank

Nov 2022 - Feb 2023 (3 months)

Led in-depth investigations into customer issues, coordinating across departments to reach resolutions. Achieved a 30% reduction in resolution time for escalated tickets by improving internal workflows.

Customer Relationship Management Conflict Resolution Problem Solving Critical Thinking Team Collaboration

Social Media Support Team

Fairmoney Microfinance Bank

Aug 2022 - Oct 2022 (2 months)

Handled public and direct messages across platforms like Twitter, Facebook, and Instagram, ensuring prompt and brand-consistent responses. Monitored brand mentions and responded proactively, which helped improve public sentiment by 20%.

Social Media Support Public Relations Customer Service

Email Support Team

Fairmoney Microfinance Bank

Aug 2021 - Aug 2022 (1 year)

Responded to a high volume of customer inquiries regarding loans, account issues, and transaction failures via email. Maintained an average response time of under 2 hours, consistently meeting SLAs.

Email Support SLA Management

Customer Service Representative

Snapp Delivery Limited

Mar 2020 - Jul 2021 (1 year 4 months)

Managed customer inquiries and complaints via phone, email, and social media, ensuring timely and professional resolution. Coordinated with dispatch riders and partner logistics companies to track deliveries and resolve issues.

Customer Service Logistics Coordination Order Management Training Process Improvement

Education

Degrees, certifications, and relevant coursework

Covenant University

Bachelor of Science, Marketing

Grade: Second class upper division

Completed a Bachelor of Science degree with a focus on Marketing. Gained comprehensive knowledge in market analysis, consumer behavior, and strategic marketing principles.