Barakat Abisoye Raji
Lagos,LA
Summary
Accomplished professional with strong expertise in dispute resolution, chargeback management, and team leadership. Proven ability to improve processes, optimize workflows, and enhance customer service while ensuring compliance. Skilled in collaborating across departments and managing banking partnerships. Experienced in training, mentoring, strategic communication, and conflict resolution. Proficient in MS Office and Google Workspace.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
DISPUTE RESOLUTION TEAM LEAD/ GLOBAL HEAD
Marasoft Pay
Chevron Alternative Route, Lagos
05.2024 - Current
- Managed the dispute resolution department, initially handling operations alone, before growing the team to two members.
- Managed chargebacks and court cases, facilitating refunds when necessary to ensure client satisfaction.
- Worked closely with compliance for regulatory adherence, and effective dispute resolution.
- Resolved customer tickets and escalated issues efficiently, leading to reduced resolution times.
- Provided key input to the engineering team for building the internal ticketing system, tailoring it to operational needs.
- Collaborated with banking partners to strengthen relationships, and streamline dispute resolution processes.
- Designed and optimised workflows for improved efficiency in handling disputes and chargebacks.
- Held regular meetings to track progress, identify bottlenecks, and maintain project deadlines.
- Mentored team members, fostering a positive work culture, and continuous professional development.
- Conducted thorough investigations, identified fraud patterns, and implemented preventive measures.
- Maintained open communication with customers during investigations to ensure their concerns were promptly addressed.
OPERATIONS MANAGER, CUSTOMER EXPERIENCE
Marasoft Pay
Surulere, LA
05.2022 - 09.2023
- Developed and executed action plans to enhance customer service.
- Improved customer acquisition, retention, and engagement.
- Fostered internal partnerships with various banking partners to enhance service delivery.
- Resolved customer disputes, and handled chargebacks efficiently.
- Implemented operational and escalation processes to streamline workflows.
- Scheduled meetings with banking partners to facilitate dispute resolutions.
- Maintained positive relationships with banking partners for smoother operations.
- Supported team development through regular communication and coaching.
- Organised quarterly town hall meetings to promote transparency and company updates.
- Streamlined operations processes, increasing efficiency and customer satisfaction.
- Mentored team members to develop their skills and career growth within the company.
- Identified bottlenecks, implemented solutions, increased productivity.
- Created a collaborative work environment for positive team dynamics.
OPERATION/CUSTOMER SERVICE (LOGISTICS)
Errandlr
Ago Okota, Lagos
12.2021 - 08.2022
- Negotiated contracts with transportation vendors, consistently obtaining favourable pricing and delivery schedules.
- Coordinated customers' contracts, and arranged timely shipments to meet delivery targets.
- Set schedules and assigned work to effectively handle different demand levels.
- Coordinated delivery times and locations by issuing clear shipping and routing instructions.
- Tracked goods en route and worked with dispatchers and drivers to fast-track orders.
- Improved team productivity through effective training programmes focused on communication and problem-solving skills.
- Enhanced customer satisfaction by streamlining logistics processes, and implementing efficient systems.
- Negotiated contracts with carriers to secure favourable terms for shipments, reducing transportation expenses for the business.
- Reduced shipping delays by closely monitoring inventory levels, and coordinating with suppliers.
- Oversaw daily logistics operations to enforce best practices.
CUSTOMER SERVICE (IT)
Traindemy
Ikeja, LA
10.2019 - 04.2020
- Served as a friendly first point of contact for customer enquiries.
- Kept updated on available products, services, and promotions.
- Provided key information to supervisors regarding customer issues or complaints.
- Remained calm, composed, and polite to deescalate aggressive customer behaviour.
- Engaged with customers to understand needs, resolve issues, and answer product questions.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Delivered personalised recommendations based on individual customer needs, driving sales growth.
- Managed a high volume of inbound calls, while maintaining a professional demeanour under pressure.
Education
BACHELOR OF SCIENCE - COMPUTER SCIENCE - Computer Science
Taisolarin University of Education
Nigeria 06.2017 - 07.2021
Skills
- Dispute Resolution & Chargeback Management
- Team Leadership and Coaching
- Client Relationship Management (CRM)
- Process Improvement and Workflow Optimisation
- Customer Service Enhancement
- Compliance and Regulatory Adherence
- Cross-Departmental Collaboration
- System Development and Implementation
- Banking Partnership Management
- Training and Mentorship Programmes
- Strategic Communication Skills
- Conflict Resolution and Problem-Solving
- Advanced ms office suite
- Google Workspace
Accomplishments
- Supervised team of 2 staff members.
- Reduced dispute resolution time
- Improved team productivity
- Decreased chargeback disputes
- Streamlined cross-departmental workflows
- Developed training and mentorship programs
- Increased client retention
- Implemented CRM system
- Boosted customer satisfaction
- Strengthened banking partnerships
- AWARDS :Outstanding Performance 2023
CEO Appreciation Award 2023
Languages
English
Intermediate
References
References available upon request.
Timeline
DISPUTE RESOLUTION TEAM LEAD/ GLOBAL HEAD
Marasoft Pay
05.2024 - Current
OPERATIONS MANAGER, CUSTOMER EXPERIENCE
Marasoft Pay
05.2022 - 09.2023
OPERATION/CUSTOMER SERVICE (LOGISTICS)
Errandlr
12.2021 - 08.2022
CUSTOMER SERVICE (IT)
Traindemy
10.2019 - 04.2020
BACHELOR OF SCIENCE - COMPUTER SCIENCE - Computer Science
Taisolarin University of Education
06.2017 - 07.2021
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