Open to opportunities

Motunrayo Akosile

@motunrayoakosile

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Customer-focused professional with 5 years in fintech and quality assurance.

Nigeria

Message

What I'm looking for

I am seeking a role that values customer satisfaction and offers growth opportunities.

I am a customer-focused and detail-oriented professional with over 5 years of experience in the fintech industry, specializing in customer service and quality assurance. My journey has been marked by a proven track record of achieving high customer satisfaction and resolving issues efficiently. I am passionate about fostering exceptional client relationships and driving business growth through effective leadership and problem-solving.

In my current role as a Quality Assurance Specialist at OPay Nigeria, I have successfully implemented process improvements that led to a 20% enhancement in service quality. My expertise in analyzing customer service metrics and conducting quality audits using tools like Excel and Power BI has allowed me to provide valuable insights to leadership, ensuring adherence to company standards. I take pride in developing training materials that have significantly reduced training-related queries, showcasing my commitment to continuous improvement and team development.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Specialist

Current

OPay Nigeria

Jun 2022 - Present (3 years)

As a Quality Assurance Specialist at OPay Nigeria, I monitor customer service interactions to ensure adherence to quality standards, analyze customer complaints, and conduct quality audits. I have contributed to a 20% improvement in service quality through effective training and process improvements.

Quality Assurance Customer Service Data Analysis Excel Google Sheets Power BI Zendesk HubSpot CRM Software Leadership

Customer Service Specialist

OPay Nigeria

Nov 2019 - Jun 2022 (2 years 7 months)

In my role as a Customer Service Specialist at OPay Nigeria, I achieved an 89% first-contact resolution rate and maintained a 98% customer satisfaction rating. I provided remote support and ensured compliance with KYC regulations during transitions to remote operations.

Customer Service KYC Problem Solving Communication Skills CRM Software Training Development Customer Retention Data Analysis Conflict Resolution

Administrative Assistant

Makoda Secondary School

May 2018 - Mar 2019 (10 months)

As an Administrative Assistant at Makoda Secondary School, I managed office communications, developed performance tracking spreadsheets, and streamlined operations. My efforts contributed to improved operational efficiency.

Office Management Communication Skills Data Tracking Microsoft Office Suite Multitasking Problem Solving Team Collaboration Time Management Customer Service Administrative Support

Customer Service Representative

SkyVision Telecoms

Jan 2014 - Oct 2015 (1 year 9 months)

In my position as a Customer Service Representative at SkyVision Telecoms, I provided primary support to customers, ensuring a 90% satisfaction rate. I handled inquiries related to billing and payment processing while promoting positive customer outcomes.

Customer Service Billing Support Communication Skills Problem Solving CRM Software Customer Retention Quality Assurance Conflict Resolution Time Management Team Collaboration

Education

Degrees, certifications, and relevant coursework

Lagos State Polytechnic

Higher National Diploma, Animal Production Technology

2015 - 2017

Completed a Higher National Diploma (HND) in Animal Production Technology, focusing on the principles of animal husbandry, production techniques, and management practices.