Passie User
@passieuser
I’m a fintech Customer Success Officer focused on solving complex transactions and boosting retention.
NigeriaWhat I'm looking for
I deliver customer experience and customer success in fast-paced digital payment environments, with a track record of resolving complex transaction issues and improving operational efficiency. I’m known for handling sensitive cases like failed transactions and KYC-related challenges while keeping clients confident and informed.
In my current role as a Senior Customer Success Officer/Key Account Manager at PLAUDE TECHNOLOGIES LIMITED, I serve as the primary point of contact for business and operational needs, drive account growth through upsell and cross-sell, and ensure clients maximise the value of financial solutions. I also coordinate across internal teams (finance, compliance, and product) to resolve issues and support service delivery improvements.
Earlier roles across payment and fintech companies strengthened my end-to-end approach—from onboarding merchants, training users, and investigating recurring complaints, to working with compliance as a “first line of defence.” I bring proactive problem-solving, clear communication, and data-informed feedback loops to help products stay user-friendly and compliant.
Experience
Work history, roles, and key accomplishments
Senior Customer Success Officer
Plaude Technologies Limited
Aug 2025 - Present (10 months)
Manage and maintain relationships with business clients as the primary point of contact, coordinating with internal teams to resolve issues and improve service delivery. Drive account growth through upsell and cross-sell while monitoring compliance and KYC-related requirements.
Senior Customer Service Executive
Fets Limited
Apr 2024 - Jul 2025 (1 year 3 months)
Answered product and service inquiries, registered and maintained customer accounts in line with CBN KYC requirements, and resolved complaints by investigating causes and delivering the best solutions. Prepared customer and service reports and recommended relevant products based on customer needs.
Merchant Success Analyst
Kora Payments Limited
Jan 2023 - Mar 2024 (1 year 2 months)
Owned merchant relationships by building account plans for growth and cross-selling and conducting regular check-ins to ensure continued success. Supported onboarding, provided training materials, and relayed merchant feedback to product and engineering to proactively improve the merchant experience.
Customer Operations Analyst
Chipper Cash
Dec 2020 - Dec 2022 (2 years)
Resolved user issues within established service level agreement timelines by communicating clearly and managing expectations during investigations. Identified patterns in complaints, worked with compliance as a first line of defense for unusual trends, and produced bi-weekly operations reports for recurring escalations and resolutions.
Customer Experience Analyst
Paga Limited
Aug 2018 - Dec 2020 (2 years 4 months)
Maintained relationships with customers, agents, and merchants, efficiently resolving queries and handling walk-in escalations requiring immediate attention. Managed customer profiling and KYC account upgrades/downgrades per CBN directives and supported agent/merchant onboarding in collaboration with sales and distribution.
Education
Degrees, certifications, and relevant coursework
Imo State University
Bachelor of Science, Psychology
Earned a Bachelor of Science degree in Psychology from Imo State University in 2014.
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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