At Moniepoint Inc, I led an Issue Resolution team, managed performance frameworks, and implemented workflow enhancements that reduced average resolution time and improved first-contact resolution rates. I also partnered with Product and Operations to surface recurring customer pain points and contribute to product improvements and policy updates.
As a Customer Success Specialist at Moniepoint Inc, I supported customers across chat, email, and phone, maintaining an average first response time under 10 minutes and a 95% satisfaction rate while handling 60+ inquiries daily. Earlier, at Trilling Volant Services, I exceeded sales targets by 20% through customer service and upselling.
