Deel serves as a comprehensive SaaS HR platform for worldwide teams, providing HR solutions to 35K businesses globally, onboarded over 500K workers, and over $10B compliantly processed in global payroll.- Identified trends through root cause analysis and collaborated with the product team to integrate solutions, and update existing processes. reducing monthly customer contacts by over 3,000 tickets and improved customer satisfaction by 15%.- Maintained a customer satisfaction rating above 95% through empathetic communication, focusing on proactive issue resolution and personalized support.- Mentored new support agents, resulting in a 15% increase in team productivity and a 10% boost in customer satisfaction within the first three months of onboarding

SDZ is a premier customer support outsourcing provider specializing in creating valuable links between fintech firms and SaaS companies and their customers, facilitating communication in over 20 languages and across 150+ countries. - Optimized customer care processes by leveraging data-driven insights, reducing average handling time by 10% and increasing team productivity by 15%.- Led a diverse team of 5 agents in a collaborative environment, resulting in a 25% improvement in response times and maintaining a customer satisfaction score above 90%.- Conducted performance reviews and provided actionable feedback, which led to a 20% improvement in agent performance within six months.- Enhanced service delivery across multiple channels, resulting in a 25% improvement in first response times and a 10% reduction in ticket backlog.

Access Pensions, a subsidiary of Access Corporation PLC, is a tier-1 pension fund administrator with over one million registered clients nationwide, providing comprehensive pension management services.- Maintained an 80% retention rate for high net-worth clients, managing portfolios exceeding NGN 3 million and strengthening client relationships through personalized service.- Streamlined pension claim processing by collaborating with back-office teams, reducing processing time by 50% and improving overall client satisfaction.- Achieved a 96% resolution rate on initial contact by implementing targeted troubleshooting techniques and partnering with technical teams to resolve complex issues.- Developed and executed customer retention strategies, leading to a 10% increase in client renewals year over year.

GT-Empirica is a consulting startup with a focus on training services for government and corporate clients, including major institutions like CBN, Federal Ministry of Finance, and NNPC.- Managed a portfolio of 6 large government enterprises, driving stakeholder buy-in through expert coordination of resources, schedules, and staffing. Proactively identified and addressed potential risks and adoption barriers, resulting in successful project outcomes.- Maintained a 100% positive post-adoption experience for clients by providing timely follow-up support and swift issue resolution. Continuously improved customer satisfaction by implementing feedback-driven service improvements and ensuring adherence to best practices.

- Monitored paper-based exams by efficiently keeping track of time and ensuring accurate proof of completion through students' signatures.- Maintained the confidentiality and integrity of the exam process by securely storing test packets until exam time, thus preventing unauthorized access to exam information.- Conducted a thorough evaluation of student work and tests, providing constructive criticism to enhance their performance.- Collaborated with the supervisor to align course objectives with program goals, resulting in improved program services.- Contributed to the development of the curriculum by providing insightful feedback, which was incorporated to enhance the overall learning experience

- Analyzed and interpreted account records, compiled financial information, reconciled reports, and provided recommendations to team lead, resulting in a 20% reduction in errors and a 15% increase in efficiency.- Assisted with the planning and implementation of complex general accounting functions, including preparation of journal entries, account analysis, and balance sheet reconciliations with a 99% accuracy rate, contributing to the timely closing of monthly and annual financial statements.- Managed the transmission and prioritization of approved purchase orders, and generated payment vouchers and other supporting documents for the supplier, ensuring timely and accurate payment processing for all vendors.- Collaborated with a three-man team to execute the financial monitoring project in Plateau and Nasarawa states, conducting regular audits, analyzing financial data, and producing detailed reports for management, resulting in improved financial transparency and a 10% reduction in discrepancies.