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Tolulope Makanjuola

@tolulopemakanjuola

Customer Experience Officer at BAXI BY ONAFRIQ who handled card and payment complaints and contributed to a 20% increase in first-contact resolution.

Nigeria

Message

At BAXI BY ONAFRIQ, I handled customer and agent enquiries through calls, live chat, email and WhatsApp. I used Freshdesk, TMS, Medusa and the card dispute portal to document and resolve card-related complaints, and contributed to a team effort that achieved a 20% increase in first-contact resolution.

As a Reconciliation and Settlement Analyst at BAXI BY ONAFRIQ, I reconciled card transactions, investigated variances and followed up on reversals and chargebacks. I prepared reconciliation and settlement reports and worked with internal teams and partners on transaction exceptions.

Experience

Work history, roles, and key accomplishments

Reconciliation and Settlement Analyst

Baxi by Onafriq

Nov 2025 - Oct 2026 (11 months)

Performed daily reconciliation of card transactions and investigated discrepancies. Prepared daily and weekly reconciliation and settlement reports for transaction monitoring and follow-up.

Reconciliations Settlements Transaction Monitoring Variance Investigation Reversal Follow Up Chargeback Monitoring Reporting

Customer Experience Officer

Baxi by Onafriq

Mar 2021 - Oct 2025 (4 years 7 months)

Handled customer and agent enquiries and complaints through calls, live chat, email and WhatsApp. Used TMS, Medusa, Freshdesk and the card dispute portal to track, document and resolve card-related complaints.

Customer Support Multichannel Support Freshdesk TMS Medusa Card Disputes Complaint Resolution Case Documentation Escalation Management Cross Functional Collaboration Reporting Mentorship

Logistics Assistant

Dynazone Innovations

Jan 2020 - Jan 2021 (1 year)

Assisted with inbound container management and verified goods received against delivery information. Checked invoices, monitored payments and reported missing documents or errors.

Logistics Inbound Invoice Verification Payment Monitoring Supplier Liaison Customer Liaison Issue escalation