Mustapha Oluwatoyin
@mustaphaoluwatoyin
Customer support specialist delivering fast, empathetic resolution and improved payment experiences for fintech users.
What I'm looking for
I am a customer support specialist with over three years' experience in fast-paced fintech and digital platforms, focusing on payment support, escrow and billing issue resolution, and CRM-driven ticket management. I consistently resolve the majority of customer issues on first contact, contribute insights that improve workflows, and maintain strong CSAT scores through empathetic, solution-oriented communication.
I have handled high-volume inquiries across email, chat, and phone while meeting strict SLAs, investigated and reduced recurring disputes, and collaborated with cross-functional teams to resolve complex system and payment problems. I bring proven remote-work reliability, strong time management, and hands-on experience with tools like Zendesk, Freshdesk, HubSpot, and Google Workspace.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
MoMo PSB
Oct 2024 - Present (1 year 4 months)
Handle 100+ customer inquiries daily across email, chat, and phone with a 95% response SLA and 90% first-contact resolution; reduced repeat complaints by 20% and maintained CSAT >4.6 while resolving payment and wallet issues within 24 hours through cross-functional collaboration.
Customer Service Assistant
Quality Medical Diagnostic
Dec 2021 - Sep 2024 (2 years 9 months)
Managed scheduling of 50+ patient appointments daily and handled inbound inquiries with sub-two-minute response times, achieving a 90% satisfaction rating and improving scheduling accuracy and follow-up conversions.
Education
Degrees, certifications, and relevant coursework
Kwara State Polytechnic
Higher National Diploma, Microbiology
Completed a Higher National Diploma in Microbiology at Kwara State Polytechnic.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
Skills
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