# Offoma Blessing

Offoma Blessing is a remote worker on Himalayas, Customer Success Associate / Tier 2 Support at Chipper Cash, based in Nigeria.

Source: https://himalayas.app/@offomablessing

```text
Customer Success Associate at Chipper Cash, resolving Tier 2 escalations and achieving a 90% card-dispute resolution rate.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Nigeria |
| Authorized to work in | Nigeria |
| Salary expectations | 30k+ USD |
| Job categories | Customer Success Associate, Customer Support Agent, Customer Service |
| Skills | Customer Success, Escalation Handling, Card Disputes, Complaint Management, Customer Support, Customer Retention, SLA Management, Root Cause Analysis, De escalation, Cross Functional Case Resolution (Compliance Legal Digital Channels), Quality Assurance, Customer Feedback Analysis, Analysis and Reporting, Coaching and Mentoring, Intercom |

## About

```text
At Chipper Cash, I partner with technical, product, and operations teams to resolve high-priority cases. I handle sensitive complaints, monitor escalation queues against SLA targets, and recommend improvements based on recurring issues.

I also guide Tier 1 agents through complex cases and gather customer feedback to inform product improvements. I create and present regular reports to stakeholders and train junior team members on social media handling.

At Heritage Bank, I handled customer enquiries across email, phone, chat, and ticketing systems. I resolved complaints, guided customers through troubleshooting, and followed complex issues through to closure.

At Polaris Bank Ltd, I logged card-dispute claims through the Interswitch portal (ARBITER) and provided settlement reports. I handled 150+ enquiries weekly, achieved a 90% customer satisfaction rate, increased client retention by 20%, reduced wait time by 50%, and helped decrease complaints by 15%.
```

## Experience

### Customer Success Associate / Tier 2 Support (current)

[Chipper Cash](https://himalayas.app/companies/chippercash). Jan 2024 - Present

```text
Partnered with technical, product and operations teams to drive high-priority cases to resolution. Managed sensitive and high-emotion complaints with empathy, de-escalating situations and protecting customer trust.
```

Skills: Tier-2-Support, Escalation-Handling, Complaint-Management, De-escalation, SLA-Management, Intercom, Linear, CRM, Slack, Retool, Vulcan, Cross-Functional-Collaboration, Data-Analysis, Reporting, Training, Mentorship

### Customer Support Agent

Heritage Bank. Jan 2022 - Jan 2024

```text
Handled high volumes of customer enquiries across email, phone, chat and ticketing systems. Prioritized and managed multiple tickets daily to meet response and resolution targets.
```

Skills: Customer-Support, Ticketing-Systems, Troubleshooting, Escalation-Management, Communication-Skills

### Customer Service Representative

Polaris Bank Ltd. Jan 2017 - Jan 2019

```text
Logged and resolved card-based dispute claims on the Interswitch portal (ARBITER) and provided settlement reports from acquiring banks. Managed 150+ customer enquiries weekly, achieving a 90% customer satisfaction rate and increasing client retention by 20%.
```

Skills: Card-Disputes, Arbiters, Interswitch, Data-Analysis, Customer-Satisfaction, Retention, Complaint-Management

## Education

### National Open University

Postgraduate Diploma, Business Administration

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Completed a Postgraduate Diploma in Business Administration in July 2026.
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### Federal Cooperative College, Ibadan

Higher National Diploma, Management Economics. 2011 - 2015

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Earned a Higher National Diploma in Management Economics from 2011 to 2015.
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### Chartered Institute of Bankers of Nigeria

Professional Conduct & Ethics Certification, Professional Conduct & Ethics

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Holds a Professional Conduct & Ethics Certification from the Chartered Institute of Bankers of Nigeria.
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### User Experience Design

User Experience Design, User Experience Design

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Completed a certification in User Experience Design in 2022.
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### ICRM

Customer Relationship Management, Customer Relationship Management

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Holds a Customer Relationship Management certification from ICRM.
```

## Tech stack

- Intercom
- Slack
- Linear
- Retool
- Vulcan

To contact Offoma, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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