At LemFi, I managed high-volume customer inquiries through Zendesk, investigating payment, transaction, account, and product issues from initial contact through resolution or escalation. I developed and maintained a support macro library that improved response time by 60%+ and helped the team resolve up to 120+ tickets daily.
At JumiaPay, I monitored online payment transactions for potential fraud, investigated transaction risks, and handled refunds and chargebacks. Earlier at Jumia, I supported customers by phone, email, and chat, managed escalations, and contributed to FAQs and training materials.
