Your Name
Summary
Experienced customer support and operations professional with over a decade in fintech, banking, and digital payments, now expanding into Web3 and global volunteer projects. Skilled at managing high-volume, multi-channel support (chat, email, social), resolving complex issues with empathy, and building trust across diverse communities. Recognized for boosting CSAT (+20%) and NPS (+15%) through clear communication and thoughtful problem-solving, while maintaining strong compliance and user safety. Proficient with tools like Freshdesk, Stripe, Monnify, dLocal, Finacle, and Google Workspace. Beyond fintech, I contribute as a UN Volunteer Graphic Designer, creating culturally sensitive campaigns such as 54 Faces of Africa that celebrate diversity and amplify voices across the continent. Naturally curious, creative, and community-driven, I thrive in fast-paced, digital-first environments where people, systems, and stories come together.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Graphic Designer (Volunteer)
United Nations Volunteers (East and Southern Africa)
08.2025 - Current
- Designed compelling graphics, infographics, and social media assets using Adobe Creative Suite and Canva, ensuring alignment with UN brand guidelines.
- Contributed to the 54 Faces of Africa campaign, translating individual stories into powerful visuals that celebrated diversity, identity, and unity across the continent.
- Collaborated remotely with cross-functional teams across multiple time zones, delivering culturally sensitive and inclusive designs for global audiences.
- Managed simultaneous design projects for print and digital platforms, consistently meeting tight deadlines in a fast-paced remote environment.
- Enhanced awareness and engagement through visual storytelling, sparking dialogue on culture, identity, and social change.
Customer Support Consultant
Pay Tap Technologies LTD
05.2024 - Current
- Drove a 15% increase in NPS through proactive customer engagement and tailored support.
- Boosted first-contact resolution by 10% by integrating customer feedback into process improvements.
- Managed 700+ tickets monthly with an average first-response time under 5 minutes.
- Investigated and resolved complex cases, accelerating resolution times and securing positive outcomes.
- Strengthened customer loyalty by building lasting relationships and delivering consistent, high-quality support.
Senior Support Analyst
Cash-in
01.2024 - Current
- Streamlined documentation, cutting follow-up inquiries by 25%.
- Improved CSAT by 20% through optimized troubleshooting and process redesign.
- Introduced a financial record system that reduced identity theft by 75%.
- Built and maintained a knowledge base, improving resolution speed and onboarding.
- Reduced escalations by 30% by collaborating with technical teams on root-cause fixes.
- Resolved 90%+ of high-priority tickets within SLA, boosting customer confidence.
- Produced performance reports and insights to guide continuous improvement.
- Mentored junior analysts, enhancing team capability and case resolution rates.
Customer Service Manager
United Bank For Africa
12.2019 - 05.2024
- Directed a 25-member support team, achieving an average CSAT of 95% and a 92% satisfaction rate on payment-related inquiries.
- Reduced handling time by 20% and cut account statement turnaround by 85% through workflow optimization.
- Boosted customer retention by strengthening problem-solving approaches and building long-term client relationships.
- Proactively addressed issues, driving a notable drop in complaints and improving service consistency.
- Trained and mentored staff, improving performance, reducing process lags, and fostering a collaborative, high-performing team culture.
Cash Officer/ATM Custodian
United Bank For Africa, UBA
01.2017 - 12.2019
- Oversaw cash transactions and reconciliations with 90%+ accuracy, ensuring strict compliance with financial regulations.
- Managed 5 ATMs, reducing downtime by 89% and improving cash availability for customers.
- Conducted daily reconciliations and audits, resolving 75% of discrepancies and strengthening operational controls.
- Enhanced security by implementing rigorous ID verification and fraud prevention measures.
- Supported liquidity management and branch operations, ensuring smooth financial processes and timely reporting.
Customer Support Specialist/Teller
United Bank For Africa, UBA
12.2015 - 01.2017
- Delivered frontline support, resolving account inquiries and service requests with professionalism and empathy.
- Reduced response time by 75% by streamlining ticket workflows, significantly improving service efficiency.
- Balanced vaults and tills daily, ensuring accurate reconciliations and smooth branch operations.
- Monitored and reported suspicious activity, strengthening fraud detection and compliance with bank policies.
- Built strong customer relationships, enhancing trust and repeat engagement.
Accountant
Government of Nigeria
01.2013 - 10.2015
- Managed accounts payable/receivable, budgeting, and general ledger activities, ensuring accurate and timely financial records.
- Prepared monthly and quarterly financial statements with variance analysis, delivering insights for management and regulatory stakeholders.
- Implemented stronger reconciliation controls, reducing discrepancies by 30% and improving audit readiness.
- Partnered with department heads to develop and monitor budgets, optimize cash flow, and align resource allocation with organizational goals.
- Supported payroll processing for 200+ employees, ensuring compliance with tax regulations and on-time disbursement.
- Coordinated with auditors and regulators, providing documentation and responses that ensured smooth audit outcomes.
Audit Intern
Government of Nigeria
11.2011 - 10.2012
- Assisted in audits of state agencies by reviewing financial records, vouchers, and bank statements, identifying discrepancies and ensuring compliance with regulations.
- Performed audit testing and data analysis to assess accuracy, detect fraud, and highlight control weaknesses.
- Prepared workpapers and draft reports summarizing findings and recommendations for management.
- Contributed to audit planning and procedure development during team meetings.
- Supported implementation of corrective actions with agency personnel, improving compliance and accountability.
- Built foundational expertise in auditing through training and research on professional standards.
Education
MBA - Finance And Investment
Ahmed Below University
12.2026
Bachelor of Science - Accounting And Finance
Imo State University
09.2010
Skills
- Customer Experience & Support: Multichannel Support (Email, Chat, Phone), Freshdesk, SLA Management, Escalation Handling, CSAT & NPS Improvement (20% CSAT, 15% NPS)
- Financial Management & Compliance: Accounting Principles, Financial Reporting, Cash Flow & Liquidity Management, Risk Assessment & Fraud Prevention, Audit Preparedness, Regulatory Compliance
- Creative & Design: Graphic Design (Adobe Creative Suite, Canva), Visual Storytelling, Infographic Design, Social Media Campaigns, Inclusive & Culturally Sensitive Branding
- Analytical & Decision-Making: Data-Driven Insights, Performance Reporting, Root Cause Analysis, Process Optimization
- Collaboration & Leadership: Cross-Functional Teamwork, Staff Training & Mentorship, Conflict Resolution, Stakeholder Engagement
- Core Strengths: Strong Communication, Problem-Solving, Adaptability in Fast-Paced Environments
Accomplishments
- Boosted customer trust and retention by raising CSAT scores by 20% and NPS by 15% through empathetic service delivery and streamlined support processes.
- Delivered operational excellence, resolving 90%+ of high-priority tickets within SLA and ensuring fast, effective resolutions that restored customer confidence.
- Secured financial accuracy with 90%+ error-free reconciliations, meeting regulatory standards and minimizing discrepancies across complex financial transactions.
- Improved liquidity operations, reducing ATM downtime by 89% and ensuring consistent access to cash for customers.
- Strengthened fraud prevention and compliance by spearheading financial risk assessments, tightening internal controls, and conducting audits that safeguarded multi-million-dollar transactions.
Certification
- Accountancy Bodies West Africa (ABWA-ICAN) - 2010
- Graduate Member, Nigerian Institute of Management (NIM) - 2014
- Institute Of Chartered Accountants Of Nigeria (ICAN) - 2019
- Customer Service Recertification and Compliance - 2023
- Anti-Money Laundering Concepts: AML/CFT, KYC, and FATF Compliance -2024
- Security Awareness and Data Protection - 2024
- Foundation Of Project Management, Professional Certificate – Coursera and Google - 2024
Languages
English: Full Professional
French: Elementary
Timeline
Graphic Designer (Volunteer)
United Nations Volunteers (East and Southern Africa)
08.2025 - Current
Customer Support Consultant
Pay Tap Technologies LTD
05.2024 - Current
Senior Support Analyst
Cash-in
01.2024 - Current
Customer Service Manager
United Bank For Africa
12.2019 - 05.2024
Cash Officer/ATM Custodian
United Bank For Africa, UBA
01.2017 - 12.2019
Customer Support Specialist/Teller
United Bank For Africa, UBA
12.2015 - 01.2017
Accountant
Government of Nigeria
01.2013 - 10.2015
Audit Intern
Government of Nigeria
11.2011 - 10.2012
MBA - Finance And Investment
Ahmed Below University
Bachelor of Science - Accounting And Finance
Imo State University
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