Open to opportunities

Elegbede Victoria

@elegbedevictoria

Message

Customer and Merchant Success specialist driving onboarding, issue resolution, and satisfaction.

Nigeria

Message

What I'm looking for

I seek a customer- or merchant-facing role where I can improve onboarding, streamline issue resolution, coach teams, and use data to enhance service and satisfaction.

I am a Customer and Merchant Success specialist with hands-on experience supporting payment platforms, managing merchant onboarding, and reviewing transaction activities to resolve discrepancies and improve processes. I lead small teams, train staff on annotation and documentation, and collaborate with product and operations to turn customer feedback into service enhancements.

Across roles I have improved response times, reduced unresolved cases by 40%, increased customer satisfaction by 30%, and maintained high first-contact resolution rates while handling high daily volumes. I bring a data-informed approach to issue categorization, accuracy checks, and structured documentation to deliver reliable merchant and customer outcomes.

Experience

Work history, roles, and key accomplishments

Current

Merchant Success Officer

Current

Uniswitch Technology Limited

May 2025 - Present (9 months)

Support merchant setup and onboarding for payment channels, review transaction activity to identify and resolve discrepancies, and improve service experience through collaboration with product and operations teams.

Merchant Onboarding Documentation Customer Support

Team Lead, Customer Service

Tingtel Limited

Oct 2023 - May 2025 (1 year 7 months)

Led a four-member customer support team, reduced unresolved cases by 40% through improved escalation tracking, and increased customer satisfaction by 30% via refined engagement strategies.

Team Leadership Escalation Management Customer Satisfaction Performance Monitoring Training Process Improvement

Customer Service Officer

Cicoserve Payment Limited

Oct 2022 - Sep 2023 (11 months)

Handled 150+ daily customer interactions with an 85% first-contact resolution rate, identified and escalated high-priority issues to reduce resolution time by 25%, and maintained customer records to ensure service consistency.

Customer Support First Contact Resolutions Customer Escalation Data Management Lead Identification Resolution Times Communication

Customer Relationship Officer

Prominent Securities Limited

Feb 2021 - Sep 2022 (1 year 7 months)

Delivered training to 500+ customers to improve platform usage, led KYC onboarding reducing verification errors by 40%, and provided account access and technical support.