Open to opportunities

Sadiya1 Abubakar Bala

@sadiya1abubakarbala

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Customer Success Specialist with expertise in onboarding and compliance.

Nigeria

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What I'm looking for

I am looking for a role that fosters growth and values customer satisfaction.

I am a dedicated Customer Success and Onboarding Specialist with over five years of experience in the fintech and technology sectors. My expertise lies in B2B and B2C client onboarding, KYC compliance, and customer support. I have a proven track record of enhancing customer satisfaction and streamlining onboarding processes across multiple countries.

In my recent role as a Customer Service Onboarding Team Leader at Yellow Card, I successfully led onboarding operations across 20 African markets, ensuring compliance with KYC and AML regulations. I managed a team of analysts, providing coaching and mentorship to improve performance and established KPIs to align team efforts with business objectives. My analytical skills have allowed me to identify areas for improvement in onboarding processes, ultimately enhancing the customer experience.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Onboarding Team Leader

Current

Yellow Card

Oct 2022 - Jan 2025 (2 years 3 months)

Led onboarding operations across 20 African markets, ensuring compliance with KYC and AML regulations. Managed a team of 5+ analysts, enhancing customer experience and streamlining onboarding processes. Established KPIs and analyzed customer feedback for continuous improvement.

KYC Team Leadership Process Improvement Customer Support Conflict Resolution Data Analysis KPI Tracking Mentorship Onboarding

Customer Onboarding Analyst

Yellow Card

Sep 2021 - Nov 2022 (1 year 2 months)

Conducted KYC reviews of customer-submitted documents across 20 African countries. Assisted customers in resolving onboarding issues and ensured adherence to policies and regulatory requirements.

KYC Customer Support Troubleshooting HelpScout Compliance Risk Management Technical Documentation Help Scout

Business Development Executive

iRecharge Tech Innovations

Jan 2018 - Feb 2021 (3 years 1 month)

Acted as a liaison between customer support teams and service providers. Assisted with onboarding and negotiation with potential partners while maintaining service brochures and marketing materials.

Business Development Customer Support Communication Skills Technical Documentation Client Relationship Management Onboarding

Customer Care Representative

iRecharge Tech Innovations

Jan 2017 - Jan 2018 (1 year)

Delivered high-quality customer service across multiple channels. Resolved complaints efficiently and collaborated with technical teams to improve service delivery.

Customer Service Technical Support Telemarketing Training Communication Skills Team Collaboration Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

Sikkim Manipal University

Bachelor of Science, Journalism & Mass Communication

2013 - 2016

Completed a Bachelor of Science in Journalism & Mass Communication, focusing on media studies, communication theories, and practical journalism skills.

Hope Secondary School

Senior Secondary School Certificate

2010 - 2012

Achieved a Senior Secondary School Certificate through the WAEC examination, covering a broad range of subjects in the secondary education curriculum.