At Globalwire NG / MonieWorld, I stepped in to provide interim leadership for the Customer Success function during a leadership transition. I support onboarding, verification and ongoing customer support for cross-border payments, with a focus on KYC, AML and regulatory compliance.
I monitor service KPIs across SLA, quality assurance, CSAT and complaint handling. I also work with Product, Engineering and Compliance to surface customer pain points and improve workflows, issue taxonomies and reporting.
At Moniepoint Inc., Nigeria, I led and developed a regional team of 60+ online and offline agents. I built a centralised knowledge library for support agents and authored 20+ product FAQs and help articles to support customer self-service.
I also delivered customer education sessions and product training, and gathered customer feedback through CSAT surveys and interviews. I translated those insights into inputs for Product and Engineering and partnered with cross-functional leads on support workflows and ticket ownership.
