SYStiiz Yemi
@omoyemi
I am a passionate customer support professional with expertise in improving customer journeys.
NigeriaWhat I'm looking for
I am a customer support professional with over seven years of experience in various industries, including cryptocurrency, ride-hailing, and digital media. My passion lies in delivering exceptional customer service and support, and I have a proven track record of creating and implementing innovative solutions that improve customer journeys and retention rates.
As a certified Cryptocurrency Investigator and a Communication and Media Studies graduate, I possess a strong skill set in data analysis, team management, client relationship management, and critical thinking/problem-solving. I am always eager to learn new things and take on new challenges in any industry I find myself in.
Currently, I work at Fincra as a Merchant Success Manager, where I lead a team of merchant success analysts and oversee the quality and efficiency of the business from a Support perspective.
Experience
Merchant Success Manager
Fincra
Sep 2022 - Present (1 year 8 months)
I work on creating strong relationships with Fincra's merchants by being their go-to person whenever they have an issue with any of Fincra's products. I recommend the best ways to utilize Fincra's feature products for merchants. I point out areas for improvement, including opportunities for product adoption and implementing new features that'll better suit each merchant's business. I elevate the o
Customer Support Team Lead, Bolt Food (WA)
Bolt
Feb 2022 - Jan 2023 (11 months)
Promoted to Team Lead role, Customer Support (Food Delivery) team for the West African markets after showing an excellent track record with handling the Ride-hailing teams.
Head, Customer Experience
Bundle Africa
Jan 2023 - Dec 2023 (11 months)
Promoted to Head of Customer Experience.
Bundle CX Lead
Binance
Oct 2021 - Sep 2022 (11 months)
Assigned to lead the Customer Experience team at Bundle Africa.
Customer Experience Lead
Bundle Africa
Oct 2021 - Jan 2023 (1 year 3 months)
Main CRM tool: Intercom - Built Custom Bots on Intercom to manage triaging and self-help FAQs for Customers. Created a large portion of macros that were used to improve the response quality and response time of support queries. Managed the daily/weekly Customer Satisfaction score reviews & Agent Quality reviews via Klaus (https://www.klausapp.com) amongst other duties. Revamped the shift hours str
Customer Support Team Lead, Ridehailing (WA)
Bolt
Feb 2019 - Feb 2022 (3 years)
Got promoted to Team Lead role, Customer Support (Ride-hailing) for the Nigerian & Ghanaian teams after displaying outstanding enthusiasm, top-notch leadership traits and always maintaining high levels of performance with any task I was assigned.
Customer Support Specialist
Bolt
Sep 2017 - Feb 2019 (1 year 5 months)
Provided primary customer support to all kinds of customers via chat/email, telephone & in-person support. My daily KPI of responding to 80+ customer emails per 8-hour shift was always met and surpassed by handling all chat/email & telephone conversations with a positive attitude and by being solution and customer satisfaction driven. Handled and resolved high-priority customer inquiries and compl
Social Media Manager
Grace Schools
Oct 2016 - Sep 2017 (11 months)
In charge of managing the social media accounts (Twitter, Instagram, Facebook, Google+) of the school, and posting daily graphic & text content of all accounts. In charge of handling inquiries and complaints on the school's social media accounts from parents & prospective parents concerning diverse issues. In charge of creating graphic designs to be posted on all social media platforms of the scho
Tech stack
Learn about the tools and technologies that Stiiz likes to use.
Availability
Location
NigeriaAuthorized to work in
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