Open to opportunities

mary yekini

@maryyekini

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Customer Support & Customer Experience Specialist delivering compliant, high-volume dispute and fraud resolution.

Nigeria

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What I'm looking for

I’m looking for a customer-focused team where I can deliver service excellence, resolve complex disputes and fraud cases, and work with compliance and product to improve processes continuously and efficiently.

I’m a results-driven Customer Support & Customer Experience Specialist with 5+ years of experience across fintech, mobility, betting, and e-commerce platforms. I’m expert in transaction dispute resolution, fraud detection, and compliance (KYC, AML, and CBN), with a strong focus on quality assurance, escalation management, and continuous improvement.

At Moniepoint Inc. (Nigeria), I handle customer inquiries covering transfers, cards, airtime, POS transactions, and account issues. I investigate failed transactions, chargebacks, and refund disputes with L2 and operations teams while ensuring regulation-compliant outcomes and maintaining accurate case documentation through resolution.

Before that, I drove quality and customer outcomes at N1Bet, conducting QA reviews to ensure service and compliance standards—analyzing interaction trends and optimizing workflows to reduce response time by 60%. I’ve also delivered top customer support as a Customer Success Associate at GreyFintech, and provided technical and operational support at Yango Europe & Africa / Yandex International with a 95% customer satisfaction rate, while mentoring and training new team members.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Moniepoint Inc.

Jun 2025 - Present (1 year 1 month)

Handle customer inquiries for transfers, cards, airtime, POS transactions, and account issues. Investigate failed transactions, chargebacks, and refund disputes while ensuring KYC/AML/CBN compliance and maintaining case documentation to resolution.

Customer Support Airtime Support POS Case Management Chargebacks Refunds KYC AML De escalation Customer Complaint Resolution Case Documentation

Customer Support & QA Specialist

N1Bet

May 2024 - Feb 2025 (9 months)

Conduct QA reviews to ensure agents meet service and compliance standards. Analyze customer interaction trends, manage fraud alerts and payment disputes, and support agent training and knowledge base updates.

Quality Assurance (QA)Customer Interaction Trend Analysis Workflow Optimization Payment Disputes Coaching Chat Support Email Support Phone Support Knowledge Base Management

Customer Success Associate

GreyFintech

Aug 2024 - Dec 2024 (4 months)

Provide customer support via email and chat for onboarding, transactions, and troubleshooting. Collaborate with product and compliance teams to resolve complex cases and analyze customer feedback to improve retention.

Customer Success Customer Support Email Support Chat Support Onboarding & Support Transaction Support Troubleshooting Cross Functional Collaboration Product Collaboration Customer Feedback Analysis Retention

Business & Technical Support Specialist

Yango Europe & Africa / Yandex International

Feb 2022 - May 2024 (2 years 3 months)

Deliver technical and operational customer support through chat, phone, and messaging channels. Handle high-stress sensitive cases, escalate critical safety and technical issues, perform root-cause analysis, and mentor new team members.

Technical Support Operational Support Customer Support Chat Support Phone Support Messaging Escalation Management Technical Escalation Root Cause Analysis Mentoring team training

Team Lead - Customer Service

Jumia Nigeria

Aug 2020 - Jul 2022 (1 year 11 months)

Supervise and coach customer service agents to meet performance targets. Monitor call queues and service metrics (AHT, abandonment rate, answer rate), manage escalated complaints, and implement strategies to improve productivity and service quality.

Team Leadership Coaching Customers Customer Escalation AHT Abandonment Rate Monitoring Answer Rate Monitoring Performance Monitoring Productivity Improvement Service quality Target Design

Customer Experience & Service Officer

Jumia Nigeria

Jun 2019 - Jul 2020 (1 year 1 month)

Provide inbound and outbound customer support with a high satisfaction rate. Handle high call volumes, support first-contact resolution and after-sales needs, and log technical issues while producing customer feedback reports.

Customer Support Inbound Support Outbound Calling Call Handling First Contact Resolutions After Sales Support Customer Engagement