AYOBAMI AKINOLA AKINTUNDE
Ikorodu,Nigeria
Summary
A Skilled Customer Support with extensive experience within office and call center settings. Result-driven and passionate. Consistently exceeds expectations with dedicated work ethic and passion for helping people. Versatile customer service representative with proven experience delivering service standards to high-level customer accounts. Excellent interpersonal skills aiding positive professional relationships for recurring business and guaranteed customer satisfaction. Motivated to improve service to achieve overall company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Determined and dependable customer service professional. Able to build meaningful relationships with customers while speaking with them over the phone.
Overview
23
23
years of professional experience
12
12
years of post-secondary education
1
1
Certification
Work history
Customer Support - FBB Service Delivery
MacTay Nigeria Limited
Lagos, Nigeria
2025.07 - Current
- Performing end-to-end testing of FBB products and services to validate functionality, service quality, and customer experience before and after deployment.
- Identifying, documenting, and tracking defects, working closely with technical teams to ensure timely resolution and service stability.
- Conducting sanity and UAT support testing for new features, integrations, and service enhancements to ensure readiness for live environments.
- Managing provisioning-related escalations, ensuring timely activation, configuration, and restoration of FBB services.
- Utilized CRM and operational tools to track, manage, and resolve service requests and escalations effectively.
- Proactively following up on failed broadband payment transactions, conducting detailed investigations to identify root causes and ensure timely resolution and service restoration.
- Perform customer data integration and validation by resolving data mismatches such as incorrect names, addresses, email addresses, and phone numbers to ensure data accuracy and system integrity.
- Monitoring FN lifecycle and following up with stakeholders to ensure prompt resolution and closure within agreed timelines.
MTN Virtual Channel Unit
MacTay Nigeria Limited
Lagos, Nigeria
2025.02 - 2025.07
- Attended to customer complaints, inquiries, and service requests across digital channels, including Live Chat, Zigi, and Instagram, ensuring prompt and professional resolution.
- Handled customer line-related queries, performing troubleshooting and providing accurate resolutions within defined SLAs.
- Managed service extensions and customer compensation requests in line with company policies to enhance customer satisfaction.
- Resolved line reactivation issues, ensuring minimal downtime and seamless customer experience.
- Conducted basic network troubleshooting and escalated complex or unresolved issues to appropriate technical teams for timely resolution.
- Facilitated roaming activation requests and resolved SIM registration-related issues in compliance with regulatory requirements.
- Collated Voice of Customer (VOC) feedback, identified recurring issues, and followed up on pending cases to ensure closure.
MoMo PSB Escalation (Dispute Resolution)
MacTay Nigeria Limited
Lagos, Nigeria
2024.05 - 2025.02
- Manage and resolve high-level customer escalations related to mobile money services, ensuring timely and accurate resolution of financial issues.
- Investigate and address customer complaints involving failed transactions, delayed payments, and account discrepancies.
- Process reversals for erroneous or duplicate transactions in line with established financial and regulatory guidelines.
- Handle account-related requests including tier upgrades, account adjustments, and profile corrections.
- Conduct preliminary checks on suspected fraudulent transactions and escalate appropriately while ensuring customer protection.
- Support high-value customers (HVC) with secure PIN reset requests and sensitive account interventions.
- Liaise with internal stakeholders (e.g., operations, fraud, and technical teams) to resolve complex transaction issues such as wrong fund transfers and recalls.
- Monitor escalation queues from frontline channels and Voice of Customer (VOC) platforms to ensure SLA adherence.
MoMo PSB (Virtual Channel Helpdesk)
MacTay Nigeria Limited
Lagos, Nigeria
2023.08 - 2024.04
- Monitor and respond to customer inquiries, comments, and concerns promptly and professionally across social media channels, including but not limited to Email, Facebook, Twitter, Instagram, LinkedIn, and community forums.
- Provide timely and accurate assistance to resolve customer issues. Understand customer needs, troubleshoot problems, and offer appropriate solutions while maintaining a friendly and empathetic approach.
- Maintain a strong knowledge of MoMo products and services to ensure accurate and effective communication with customers. Promote positive brand experiences, educate customers on product features, and cultivate brand loyalty.
- Handle customer escalations effectively, evaluate situations, and provide appropriate solutions while maintaining composure and empathy. Collaborate with internal teams to resolve complex customer issues promptly via Email.
- Monitor social media platforms for customer feedback, sentiment, and emerging trends. Capture and report key insights to relevant stakeholders to improve customer experience and inform business decisions.
- Contribute to the development and maintenance of a comprehensive knowledge base to ensure accurate and up-to-date information is readily available for customers and colleagues.
- Collaborate with cross-functional teams to identify areas for process improvement, customer experience enhancement, and operational efficiency.
- Provide recommendations and suggestions to optimize customer service systems and workflows.
MoMo Payment Service Bank PSB (Customer Support Help Desk)
MacTay Nigeria Limited
Lagos, Lagos State
2022.05 - 2023.08
- Proficiently handling inbound calls.
- Education on On-Boarding MoMo Merchants.
- Preforming MoMo PSB Escalations and service recovery.
- Liaison between MoMo PSB customers and MFS operation.
- Educating MoMo PSB Customers on product and services offered.
- Financial services, generating account statement and adjustment.
- Focuses on resolving customer complaints and issues that have not been resolved through regular support channels.
- Use of CRM work tools to document and escalate financial transaction issues to MoMo PSB support team.
- Guaranteed positive customer experiences by efficiently resolving customer concerns and complaints.
- Helped colleagues with handling complex queries, decreasing turnaround times.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
- Overseeing MoMo PSB Account Management and spearheading Tier Level upgrades to enhance customer experience and retention.
BILLING AND COLLECTION (JOB ROTATION) Support Officer
MTN NIGERIA LIMITED
Lagos, Lagos State
2022.01 - 2022.04
- Manual claw back
- Reversal of wrong airtime recharge
- Escalating failed bank recharge issues
- Postpaid account adjustment and reconciliation
- Migration of Prepaid customers to Postpaid Account
- Payment posting on Postpaid Account and debt recovery
- Liaison between customers and financial institution to manage
SIM REGISTRATION-EYEBALLING AGENT
MTN NIGERIA LIMITED
Lagos, Lagos State
2015.11 - 2022.04
- Activation/Rejection of Registered Sim cards.
- Sorting and creating database for registered sim cards.
- Eyeballing customers' sim registration details and data update.
- Re-validation of Customer's sim registration details and fraud analysis.
Logistics Supervisor
Omige Polythene Nigeria Limited
Kosofe, Lagos State
2003.01 - 2005.04
- Enabled accurate inventory tracking, producing comprehensive stock reports.
- Ensured customer satisfaction by verifying accuracy of material delivery, ensuring correct labeling, weight and pricing.
- Consistently met company and department objectives within budget and time constraints.
- Verified payment and customer information before dispatching goods to destinations.
- Analyses logistical operations and recommended methods to improve service delivery.
- Collated logistics-related information for analysis and process improvement.
Education
Postgraduate Diploma (PGDSM) - Strategic Management
University of Ilorin
Kwara State 2012.11 - 2013.08
Higher National Diploma (HND) - Business Administration
Moshood Abiola Polytechnic
Abeokuta, Ogun State 2008.11 - 2010.11
National Diploma (ND) - Business Studies
Moshood Abiola Polytechnic
Abeokuta, Ogun State 2005.03 - 2007.11
National Examinations Council (NECO) - undefined
Muslim Progressive High School
Oke Odan, Ogun State 1997.03 - 2003.07
Skills
- Ability to Multitask
- Customer Service
- Logistic Planning
- Financial risk analysis
- Compliance, banking laws and regulations
- Excellent in writing, oral and communication skill
- Attentive, engaging, and enthusiastic customer service specialist
- High proficiency in the MS Windows operating environment; Microsoft Environment etc
Certification
- Nigerian Institute of Management (NIM), Ilorin, Kwara State, Nigeria. October 2011 – March 2012
- National Institute of Information Technology (NIIT), Ilorin, Kwara State, Nigeria. September 2011 – May 2012
LANGUAGES
Yoruba
English
MARITAL STATUS
Single
STATE OF ORIGIN
Osun State, Aiyedire Local Government Area.
References
Ogunwolu Adebayo
Research Officer
Cocoa Research Institute of Nigeria (CRIN)
07066565217
Mr Peter Olawoyin
Billing and Collections
MTN Nigeria
08032004617
Timeline
Customer Support - FBB Service Delivery
MacTay Nigeria Limited
2025.07 - Current
MTN Virtual Channel Unit
MacTay Nigeria Limited
2025.02 - 2025.07
MoMo PSB Escalation (Dispute Resolution)
MacTay Nigeria Limited
2024.05 - 2025.02
MoMo PSB (Virtual Channel Helpdesk)
MacTay Nigeria Limited
2023.08 - 2024.04
MoMo Payment Service Bank PSB (Customer Support Help Desk)
MacTay Nigeria Limited
2022.05 - 2023.08
BILLING AND COLLECTION (JOB ROTATION) Support Officer
MTN NIGERIA LIMITED
2022.01 - 2022.04
SIM REGISTRATION-EYEBALLING AGENT
MTN NIGERIA LIMITED
2015.11 - 2022.04
Postgraduate Diploma (PGDSM) - Strategic Management
University of Ilorin
2012.11 - 2013.08
Higher National Diploma (HND) - Business Administration
Moshood Abiola Polytechnic
2008.11 - 2010.11
National Diploma (ND) - Business Studies
Moshood Abiola Polytechnic
2005.03 - 2007.11
Logistics Supervisor
Omige Polythene Nigeria Limited
2003.01 - 2005.04
National Examinations Council (NECO) - undefined
Muslim Progressive High School
1997.03 - 2003.07