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Work Background
SpliceOperations Specialist
Feb. 2025
Grey (YC W22)Quality Management Specialist: Customer Success
Dec. 2023 - Feb. 2025United States- Identified and documented the cause(s) of quality problems in conversations and implemented internal processes to correct them. - Spearheaded the article team to optimize existing articles and create new articles, leading to an AI and chatbot support resolution rate of over 75%. - Oversaw the scheduling and coordination of agents’ shifts and was instrumental in scaling up the team to provide multi-lingual 24/7 customer support. - Assisted with the design and successful delivery of organizational-wide workshops and training. - Assisted with escalating pending issues to cross-functional teams and stakeholders, with the goal of improving issue resolution times. - Trained new employees and interns on the team’s processes and guidelines.
Grey (YC W22)Customer Support Specialist
Sep. 2023 - Nov. 2023United States- Consistently maintained a Customer Satisfaction (CSAT) rating of 90% and other set productivity standards - Responded to customer inquiries via emails, social media, or live chat. - Handled 100+ customer interactions per day, giving detailed, friendly, personalized, and polite service to ensure customer retention. - Provided first contact resolution to issues raised on inbound messaging by customers and efficiently managed customer complaints according to company policies and protocols. - Escalated downtimes to the quality assurance and product teams. - Identified customer needs and recommended appropriate resolutions or services.
EyowoQuality Assurance Manager: Customer Support
Jan. 2023 - Aug. 2023Lagos, Nigeria- Monitored processes, tickets, and phone calls to ensure standard outcomes and SLAs are followed. - Assessed the underperforming areas and measured customer satisfaction to achieve accuracy and consistency in output. - Recorded responses, feedback, or complaints and recognized features needing improvement. - Trained new employees and interns on the processes and guidelines. - Escalated product challenges to the team(s) involved for resolution.
EyowoCustomer Success Specialist
May. 2021 - Dec. 2022Nigeria- Solved problems and provided customer support through email support, phone calls or social media by clarifying the issue, explaining the best solution and following up with cases. - Provided adequate information and effectively managed user expectations during inquiries. - Onboarded new users on the payment platform. - Resolved user complaints and disputes within SLA. - Cross-sold and up-sold other SOFTCOM service tools.
Sterling Bank PlcCustomer Experience Manager
Dec. 2019 - May. 2021Nigeria- Recorded all customer interactions, transactions, inquiries, complaints, comments, and actions. - Engaged customers on product and service information and solve associated problems. - Resolved customer complaints and inquiries within SLA.
Clinix HealthcareRadiology assistant
Nov. 2018 - Oct. 2019Amuwo odofinRadiology department
Turret SecurityExecutive Assistant
Jun. 2018 - Oct. 2018lagos
Nigerian Institute of Medical Research (NIMR)Student Intern
Jan. 2017 - Jul. 2017yaba lagos
Covenant UniversityLaboratory Assistant
Jan. 2016 - Jun. 2016Ota ogun state
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