As a Customer Experience Associate at Flutterwave, a leading African fintech company, I am passionate about delivering exceptional service and solving complex problems for our global customers. I have a Postgraduate Diploma in Public Relations and Advertising from the Nigerian Institute of Journalism, and a Bachelor of Arts in History and International Relations from Lagos State University.In my current role, I handle escalations on customer inquiries and issues related to operations, such as chargebacks, disputes, settlements, and more. I also provide informed responses to Level 1 Customer Experience agents and convey valuable customer feedback to the Global Ops team. Before that, I was a Customer Experience Associate at Sparkle Nigeria, where I interacted with customers on various support channels, provided training and supervision for interns, and collaborated with internal teams to ensure customer satisfaction. Previously, I worked as a Customer Success Analyst at Bankly, where I oversaw merchant and agent complaints on the digital agency banking platform and managed customer experience on the digital retail banking app. I have developed and honed multiple skills in customer relationship management, customer onboarding, engagement and support, KYC/EDD, fraud management, social media support, quality assurance, people management, process formulation and management, and general operations. I have also earned certifications in Customer Relations Management and Customer Service and Marketing from reputable institutes. I am always eager to learn new things, improve my performance, and contribute to the success of my team and organization.