Joshua Ani

Managed a high-volume remote queue of up to 60+ customer inquiries daily via live chat and email, maintaining an average First Contact Resolution rate of 88%. Utilized Zendesk and Salesforce to log, track, and update user accounts, creating 15+ new internal knowledge-base articles.

Fielded inbound service requests regarding order tracking, billing discrepancies, and technical glitches, successfully retaining 12% of churning accounts via targeted retention scripts. Partnered with logistics and technical teams to track delayed shipments and resolve app bugs, cutting customer wait times by 20%.

Handled 80+ daily inbound calls, maintaining an Average Handling Time under 3 minutes while ensuring top-tier service quality. Recognized customer needs during support interactions to cross-sell relevant service upgrades, contributing to a 10% increase in regional sales targets.

Chartered Financial Analyst program, expected completion in November 2027.

Qualification from the Chartered Institute of Bankers of Nigeria, completed in April 2025.

Master's in Economics from the University of Lagos, completed in August 2024.

Microsoft Certified Data Analyst and Microsoft Certified Financial Analyst certifications, completed in September 2020.

Bachelor of Science in Economics from the University of Lagos, completed in October 2019.

Microsoft Certified Financial Analyst certification, completed in September 2020.