Open to opportunities

Francis Vanessa

@francisvanessa

Message

I resolve fintech transaction issues and build stronger customer relationships.

Nigeria

Message

What I'm looking for

I'm looking for a customer success, customer experience, or fintech operations role where I can resolve customer issues, manage escalations, build lasting relationships, and contribute to high-quality service in a fast-paced team.

I'm a customer-focused professional who manages transaction enquiries, escalations, and high-risk gift card reviews at The Tonic Technologies Ltd., supporting accurate, timely customer outcomes in a high-volume fintech environment.

Previously at Vian i Wellness Centre, I improved customer relationship management performance by 80% and increased sales by 65% through empathetic communication, active listening, and consultative selling. I've also handled inbound and outbound calls, customer records, upselling, technical support coordination, and administrative operations across technology, wellness, travel, and education environments.

I bring a professional, detail-oriented approach to resolving complaints, supporting customers across email, phone, and live chat, and collaborating with Risk, Fraud, Operations, and Customer Support teams.

Experience

Work history, roles, and key accomplishments

Transaction Manager

The Tonic Technologies Ltd.

Feb 2024 - Jun 2026 (2 years 4 months)

Served as key point of contact for transaction-related enquiries and escalations, reviewed and approved gift card transactions, and collaborated with risk, fraud, and operations teams to resolve issues and improve workflows.

Customer Relationship Management Transaction Support Due Diligence Risk Management Fraud Prevention Operations Customer Support Attention To Detail

Customer Service & Sales Representative

Vian i Wellness Centre

Jun 2022 - Jan 2024 (1 year 7 months)

Delivered personalized customer support, handled enquiries and complaints, built customer relationships through empathetic communication, and identified needs to recommend products. Improved customer relationship management performance by 80% and increased sales by 65%.

Customer Service Sales Upselling Active Listening Social Media Marketing Audit Technical Support Consultative Selling

Call Centre Agent

Mipple Technology Limited

Jan 2022 - Jun 2022 (5 months)

Managed high volumes of inbound and outbound calls, responded to enquiries, followed communication scripts, identified upselling opportunities, and maintained accurate records while working toward KPIs.

Call Handling Customer Service Upselling Record keeping KPIs Training

Office Assistant

Cruise Emporium Travel Agency

Jun 2021 - Sep 2021 (3 months)

Assisted customers with travel arrangements and bookings, answered phone calls, scheduled appointments, and supported daily administrative operations.

Customer Support Booking Scheduling Administrative Support Event Coordination

NYSC Intern / Office Assistant

Alex Ekwueme Federal University

Mar 2020 - Feb 2021 (11 months)

Supported filing, documentation, and administrative activities, managed correspondence, and assisted staff while organizing and supervising students during field activities and examinations.

Administrative Support Filing Documentation Correspondence Organization Supervision