Musa Ignatius

I’m a Customer Support & Operations Specialist with 4+ years of experience in fintech and high-volume support environments. I’ve handled 1,200+ monthly customer-related cases, delivering 93% First Contact Resolution (FCR) while improving customer satisfaction by 40% through fast, empathetic problem-solving.

At Careem Pay, I conduct enhanced due diligence (EDD) and KYC reviews for 1,100+ individual and corporate accounts monthly in line with global AML regulations. I also perform real-time sanctions screening and adjudicate alerts, resolving 97% of false positives within a 15-minute SLA, while escalating 30+ high-risk accounts monthly to AML/KYC leadership.

Previously as a Customer Support Executive with Careem Pay Project at Abacus Consulting, I managed 50+ daily customer interactions across fintech and e-commerce through inbound and outbound channels. I improved CSAT by 40% using proactive follow-ups and de-escalation, and I supported account, payment, and transaction concerns with 99% processing accuracy while coordinating with technical and operational teams.

Before that, I worked as a Customer Sales Executive at Bridge Gator, building qualified leads through consultative outbound communication and consistently exceeding monthly targets. I bring the same structured, customer-first approach to every role—combining communication, de-escalation, and cross-functional collaboration—while staying open to remote international opportunities across time zones.