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Work Background
TeKnowledgeOperation Quality Analyst
Jan. 2024 - Oct. 2025NigeriaCritically analyse non-top boxes (NTB) and relate their impact on the
business to management and clients.
Perform compliance checks on tickets and transactions done within the
billing support department.
Evaluate open tickets daily for exchange, teams, SharePoint and Office 365
support departments, ensuring compliance in line with company policy.
Provide recommendations to management aimed at driving business
productivity and improving customer satisfaction.
Drive compliance to ensure support engineers execute duties in line with
company policy.
Perform quarterly audits, gaining insights into business progress and
productivity.
Work with the training team to ensure support engineers receive the
required training to execute daily tasks.
Tek ExpertsData Analyst
Feb. 2023 - Dec. 2024Conducted high-volume data entry tasks with high accuracy and attention
to detail.
Assisted in creating data analysis reports, leveraging Excel and Power BI to
visualize data insights.
Communicated effectively with cross-functional teams to identify and
resolve data entry issues, ensuring data accuracy and integrity.
Analyze large datasets to identify trends and insights.
Develop and implement data visualization dashboards using Power BI,
providing actionable insights to senior management and business teams.
Collaborate with cross-functional teams to identify business requirements
and develop data solutions that improve data accuracy and availability.
Tek ExpertsTechnical Support Engineer
Feb. 2021 - Feb. 2023Nigeria, LagosTechnical support engineer for windows operating system and Microsoft office for both windows and Mac operating system.
Collaborate on cross-team and cross-product technical issues by working
with colleagues from other teams as needed to resolve customer-related
issues.
Collaborate with subject matter experts and escalation managers when
additional support is required.
Delivery of an all-around professional and excellent customer experience.
Unified Payment Services LimitedCustomer Service Representative
Nov. 2019 - Feb. 2021Nigeria, LagosHandled inbound and outbound customer calls, identifying, resolving and
escalating priority issues to the necessary team for assistance.
Spooling of card and pin job reports for banks including daily, weekly and
monthly transaction reports.
Provision of technical support for merchants and banks such as Access,
Fidelity, and First Bank.
Carry out L1 (First level) checks on customer queries and complaints.
Providing summary and analysis of production and issuing card reports to
MD on a weekly basis
Provide dispute information to merchants using Visa, Resolve online
application (Dispute application).
Provide transaction reports to banks and merchants.
Handling the reversal of failed PayAttitude transactions
Following up with merchants’ settlements, especially incomplete
settlements logged.
Following up with POS escalated issue for quick action.
GTBankCustomer Service Representative
Feb. 2014 - Feb. 2015Nigeria, LagosAct as first line support to customers on bank products and services.
Handle customer complaints involving transaction processes and provide
escalation where necessary.
Drive education and enlightenment of customers on new bank products,
services and systems.
Work with team members and escalation managers to ensure timely
resolution of customer issues.
Delivery of all-around professional and excellent customer experience.
Ensure proper documentation of daily customer support-related cases,
including but not limited to ATM card issuance, cheque book issuance,
account opening etc..
Drive at customers satisfaction always in line with CBN policies .
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