Open to opportunities

Nafisat Wahid

@nafisatwahid

Message

I improve fintech customer experiences through quality assurance and issue resolution.

Nigeria

Message

What I'm looking for

I'm looking to improve customer experience and service quality in a fintech environment, using quality assurance, root cause analysis, cross-functional collaboration, and customer support expertise to drive continuous improvement.

At FairMoney Microfinance Bank, I evaluate customer interactions for quality, compliance, SOP, and regulatory standards while delivering coaching that improves agent performance and customer satisfaction.

I've supported customers across billing, repayment, account, transaction, and payment inquiries, resolving complex issues through phone, email, chat, CRM, and ticketing systems. I investigate recurring concerns, conduct root cause analysis, monitor quality metrics, and prepare reports that support service and operational improvements.

Previously at OPay, I served as the voice of the customer by escalating recurring issues and feature requests, maintaining knowledge base content, and partnering with Product, Deployment, and Engineering teams. I'm passionate about building lasting customer relationships while consistently meeting SLA and KPI targets.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Specialist

Current

Fairmoney Microfinance Bank

Jan 2025 - Present (1 year 7 months)

Evaluate customer interactions to ensure compliance with quality standards, SOPs, and regulatory requirements. Deliver structured coaching and actionable feedback to improve customer satisfaction and agent performance.

Reporting Compliance KPI Management Quality Assurance Customer Support Root Cause Analysis Process Improvement

Customer Service Representative

Fairmoney Microfinance Bank

Jan 2024 - Jan 2025 (1 year)

Managed billing and repayment inquiries, educated customers on available solutions, and handled sensitive conversations professionally. Escalated complex issues to appropriate departments and followed through to successful resolution.

Customer Support CRM Issue Resolution Escalation Management Problem Solving

Customer Support Associate

Opay

Jan 2023 - Jan 2024 (1 year)

Served as the voice of the customer by identifying recurring issues, escalating feature requests, and contributing to continuous product and process improvements. Created and maintained knowledge base articles, FAQs, and internal documentation to improve customer self-service and operational efficiency.

Customer Support CRM Ticketing Systems Root Cause Analysis Knowledge Base Documentation Cross Functional Collaboration