Samuel Ayadi
@samuelayadi
I resolve high-volume customer and merchant support issues across fintech, e-commerce, and payroll platforms.
NigeriaWhat I'm looking for
I've supported customers and merchants at ModSquad, Bento Africa, Chowdeck, Teleperformance, and OPay Nigeria across fintech, e-commerce, HR/payroll technology, and digital platforms.
At ModSquad, I process 300+ weekly chat and email tickets while maintaining 98% SLA compliance, 90%+ CSAT, and more than 85% first-contact resolution. I partner with Technical and Operations teams to reduce repeat support requests.
I've investigated payments, transaction disputes, KYC documentation, account access, payroll discrepancies, and settlement issues, escalating complex and high-risk cases to Compliance, Fraud, Risk, and technical teams.
Experience
Work history, roles, and key accomplishments
Provided high-volume customer support via chat and email during U.S. business hours, resolving 85% of inquiries at first contact and processing 300+ tickets weekly. Collaborated on process improvements that reduced repeat support requests by approximately 20%.
Customer Success Specialist
Bento Africa
Jul 2024 - Feb 2025 (7 months)
Supported business customers on a cloud-based HR and payroll platform, handling account setup, payroll processing, and payment inquiries. Managed conversations across chat, email, and phone, and maintained records in Zendesk and CRM systems.
Customer Success Specialist
Chowdeck
May 2024 - Nov 2024 (6 months)
Managed 80+ daily customer interactions via chat and email, resolving payment, delivery, and account issues. Contributed to a 20%+ increase in order completion rates and maintained 95%+ customer satisfaction.
Delivered multi-channel support to 100+ customers daily via live chat, phone, and email. Achieved 90% first-contact resolution and 90% customer satisfaction by troubleshooting account, payment, and technical issues.
Merchant Support Specialist
OPay Nigeria
Feb 2020 - Aug 2023 (3 years 6 months)
Supported 300+ merchants weekly with onboarding, payment processing, and troubleshooting. Assisted with KYC verification, investigated transaction disputes, and collaborated with compliance and risk teams to resolve issues.
Education
Degrees, certifications, and relevant coursework
University of Lagos
Bachelor of Science, Microbiology
Bachelor of Science in Microbiology from the University of Lagos, Nigeria.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Social media
Skills
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