PROFILE SUMMARYService-minded Customer Experience Manager with 10+ years of experience in customer service delivery, business process improvement, banking operations, and broad knowledge of Payment Infrastructure within a diverse environment. Adept at handling a wide range of contact methods while providing first-class service with every interaction. Keen ability to assess ineffective areas of customer service and proposing effective solutions. Bringing knowledge of customer loyalty, relationship, and value management to achieve Financial Inclusion and Customer Satisfaction. Desire to have a major impact in the Payment Service Provider space (PSP) while ensuring excellent service delivery.CORE COMPETENCIES• Infrastructure & Payment Gateway Operations • Project Management • Effective Communication• Operations management • Training & Development• Dispute resolution• Process & operational Improvement • Competitive Intelligence• Product Knowledge • Business Development • Excellent Service Delivery • Business Analysis• Customer Experience Management • Team Management • Client RetentionKEY ACHIEVEMENTS• 2012: Implementation of Treasury Single Account (TSA) for Ministries Departments and Agencies (MDAs) of the Federal Government of Nigeria (FGN). -Trained users on the use of the application, user setup, hand-holding users, data collection, and transaction monitoring.• 2017: Customer experience work tool enhancements in specs e.g. procurement and implementation of Zoho CRM, Zoiper, and SALESIQ for LiveChat. -Trained users on the use of these tools and monitoring daily activities.
