• Maintain the safety of our customers by constantly providing prompt responses to safety queries upholding an average first response time of 1 hour.• Carryout data analysis on safety reports across our different markets to understand potential risks, work with the product team to ensure drivers are aware of these unsafe areas and develop risk mitigation strategies.• Create a training manual for outsourced agents on our phone support software, trained and onboarded them successfully to increase the first-line phone support team by 80% while maintaining quality support.• Conduct training with the operations team on how to handle and report safety queries.• Review an average of 50 tickets weekly to establish trends on safety reports.

• Primary point of contact for billing support inquiries via email, Jira, Slack and phone Support.• Conducted deep dives and root cause analysis into current issues and convert feedback into development tasks with a clear business case, also offering data-driven insights and recommendations. • Identified trends in customer/user-reported issues and collaborate with team members, product managers and relevant stakeholders weekly to reduce user friction.• Set up, monitored and analyzed billing monitoring metrics and reports using SQL, Google sheets and Looker to monitor and prevent irregular activities.• Created documentation and trained the wider organization on billing, tax, payments, fraud and other related systems, operations and processes.

Operated as the first point of contact for assigned clients such as the Nigerian Bottling Company (Cocacola) and Nestle, ensuring that their requests, inquiries, and complaints are resolved timely within the SLA. Ensured on-time delivery to customers through timely execution of shipments using tracking systems.