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Odekoya Tunde

@odekoyatunde

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Customer Success Associate at Quidax Technologies who improved average resolution time by 30% using Zendesk Analytics.

Nigeria

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At Quidax Technologies, I prepare reports on team performance and SLA targets, and share Voice of Customer reports to help improve customer experience. My reporting work contributed to a 30% improvement in average resolution time.

I review and verify more than 100 customers’ KYC submissions daily using Sumsub. As a Customer Success Analyst at Quidax Technologies, I resolved 50–60 inquiries a day across live chat and email while maintaining SLA compliance and supporting 95%+ CSAT performance.

Earlier, I supported customers at Jumia Nigeria and worked in logistics operations at Nadir Global Resources Ltd. and QE Distributions Ltd., coordinating shipments, maintaining customer relationships, and developing operational reporting tools.

Experience

Work history, roles, and key accomplishments

Customer Success Associate

Quidax Technologies

Jul 2023 - Sep 2026 (3 years 2 months)

Prepared weekly reports that improved average resolution time by 30% using Zendesk Analytics. Reviewed CSAT scores and shared Voice of Customer reports quarterly to improve customer experience.

Zendesk Sumsub SLA Monitoring CSAT analysis KYC Verification Customer Retention Reporting Analytics Cross Functional Collaboration

Customer Success Analyst

Quidax Technologies

Sep 2021 - Jun 2023 (1 year 9 months)

Resolved 50–60 customer inquiries daily across live chat and email while maintaining SLA compliance. Implemented a ticket analysis system to identify recurring customer issues and support business decision-making.

Customer Support Live Chat Email Support SLA Compliance CSAT Ticket Management Product Collaboration Customer Education Knowledge Sharing

Customer Service Representative

Jumia Nigeria

Jun 2020 - Mar 2021 (9 months)

Handled customer inquiries and complaints via phone, email, and social media. Verified customer account information and processed refund requests to improve customer satisfaction.

Customer Service Phone Support Email Support Social Media Support Account Verification Refund Processing Customer Satisfaction

Lead Logistics Processor / Transport Manager

Nadir Global Resources Ltd.

Mar 2018 - May 2020 (2 years 2 months)

Developed operational reporting tools using Microsoft Excel and coordinated shipment and delivery processes while minimizing transportation costs. Managed logistics operations and maintained professional relationships with stakeholders.

Excel Operational Reporting Performance Evaluation Logistics Coordination Transportation Management Compliance Stakeholder Management

Lead Logistics Operator

QE Distributions Ltd.

Dec 2016 - Feb 2018 (1 year 2 months)

Coordinated dispatch operations and ensured timely shipment and delivery of goods. Negotiated transportation and loading rates with external operators.

Dispatch Operations Logistics Coordination Customer Relationship Management Negotiation Compliance

Logistics Operations Executive

Jumia Online Mall

Apr 2015 - Oct 2015 (6 months)

Handled high-volume customer inquiries and complaints via phone, email, and social media. Resolved customer issues efficiently while maintaining professional communication and customer satisfaction.

Customer Service Phone Support Email Support Social Media Support Issue Resolution Account Verification Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

Chartered Institute of Customer Service Relationship Management

Post Graduate Diploma, Customer Relationship Management

Post Graduate Diploma in Customer Relationship Management (CRM) from the Chartered Institute of Customer Service Relationship Management in 2016.

St. Augustine’s College of Education, Akoka, Lagos

B.Sc./B.Ed., Economics and Political Science

B.Sc./B.Ed. in Economics and Political Science from St. Augustine’s College of Education, Akoka, Lagos (affiliated with the University of Ibadan) in 2014.