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Abbah Innocent Francis
Customer Service/Quality Assurance
Abuja
Work Preference
Summary
Customer service representative and quality assurance assistant with proven expertise in payment processing and merchant support. Skilled in resolving complex customer issues and conducting quality assessments to improve service quality and compliance. Proficient in customer support platforms and payment systems, focusing on process improvements and operational efficiency. Recognized for strong communication skills, attention to detail, and analytical thinking in dynamic environments.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Quality Assurance Assistant
Irecharge Tech Innovation
Abuja, Nigeria
12.2025 - Current
- Conducted thorough inspections of products to ensure quality standards met.
- Collaborated with team members to identify and resolve quality issues promptly.
- Assisted in developing and implementing quality control procedures effectively.
- Participated in team meetings to discuss quality improvements and best practices regularly.
- Provided training support to new staff on quality assurance processes and standards.
- Provided technical guidance to junior team members during test execution process.
- Observed worker performance to verify equipment operation and maintenance.
Customer Service Representative
Irecharge Tech Innovation LTD
Abuja, Nigeria
01.2020 - 12.2025
- Assisted customers with complaints and inquiries, provided information about products and services, processed orders, and handled returns promptly and professionally.
- Collaborated with customers, management, and sales team to understand customer needs and recommend tailored solutions.
- Lead and mentor a team of support agents, driving merchant satisfaction and efficient issue resolution.
- Experience using customer support tools (e.g., Zendesk, Freshchat, Zoho, Intercom) and analytics platforms (e.g., Excel).
- Resolved complex transaction issues to minimize merchant downtime and ensure smooth operations.
- Engaged in fintech industry, focusing on payment processing and financial solutions., handling payment processing, reconciliation, and settlement.
- Strong understanding of payment processing, transaction flows, settlement mechanisms, and dispute resolution.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
Intern
Nigerian National Petroleum Corporation
01.2018 - 03.2018
- Assisted computer users with technical issues remotely and at workstations.
- Uphold office schedule and calendar to coordinate workflow and meetings.
- Sorted and organized files, spreadsheets, and reports to enhance accessibility and streamline information retrieval.
- Assisted team with various tasks, contributing to enhanced workflow and collaboration.ed department set up equipment for meetings, events and operations.
- Supported initiatives to enhance organizational performance in operations, management, and strategy.
Intern
Transmission Company of Nigeria
10.2017 - 12.2017
- Coordinated with instructor to clarify and prioritize day-to-day tasks.
- Assisted in enhancing organizational performance by streamlining operations and improving management practices.
- Sorted and organized files, spreadsheets, and reports to enhance accessibility.
- Managed incoming telephone calls, recorded messages, and provided information to support efficient communication.
Education
B.sc Bachelor Degree - Computer Science
Benue State University
Makurdi01-2019
West African Senior School -
Sentona International School
01-2012
First School Leaving Certificate -
Bright Way International School
01-2006
Skills
- Escalation management
- Issue resolution
- Microsoft Office suite
- Customer support platforms
- CRM tools
- Merchant management tools
- Attention to detail
- Organizational skills
- Payment processing
- Transaction flows
- Team Leadership
Certification
- Certificate of completion - Call Center Customer Service, 03/2024
- Certificate of completion - Customer Service Foundation, 01/2022
- Certificate of completion - Customer Service Problem Solving and Troubleshooting, 02/2022
- Certificate of completion - Customer Service Call Control Strategies, 02/2022
Accomplishments
- Best Customer Service Representative 2022
Languages
English Language
Timeline
Quality Assurance Assistant
Irecharge Tech Innovation
12.2025 - Current
Customer Service Representative
Irecharge Tech Innovation LTD
01.2020 - 12.2025
Intern
Nigerian National Petroleum Corporation
01.2018 - 03.2018
Intern
Transmission Company of Nigeria
10.2017 - 12.2017
B.sc Bachelor Degree - Computer Science
Benue State University
West African Senior School -
Sentona International School
First School Leaving Certificate -
Bright Way International School