ILERI GAFAR

Direct multi-channel customer interactions across live chat, email, and voice, maintaining high First Contact Resolution and customer satisfaction. Serve as an operational escalation point for account disputes, bet settlements, and transaction reconciliation, while enforcing KYC and player verification procedures.

Managed end-to-end customer fiat payouts for Bitcoin sales and gift card redemptions, achieving sub-10-minute turnaround times. Performed daily transaction reconciliations and intercepted fraudulent or duplicate transactions through rigorous verification protocols.

Handled high-volume inbound customer requests across multiple support touchpoints, resolving complaints and inquiries with high accuracy. Acted as a product subject matter expert, training newer team members and collaborating with logistics and sales departments to resolve fulfillment bottlenecks.

Managed real-time parcel tracking queries, order dispatch issues, and delivery status updates for domestic clients. Aggregated and analyzed customer feedback to present monthly recurring pain points, improving delivery success rates.

Provided professional front-line client service in a high-compliance banking environment, assisting with account administration, service requests, and transactions. Handled complex inquiries and disputes with speed and empathy, adhering to security and documentation protocols.

Coordinated intake, deliveries, client dispatch communications, and general office correspondence.

Built structured classroom environments, managed group dynamics, developed tailored lesson plans, and coordinated with administrators and parents.

Bachelor of Science in Information Technology from the National Open University of Nigeria.

NCE in Integrated Science and Biology Education from Federal College of Education, Akoka.