Dumebi Mpamugo
Customer Service Representative
Ikeja,Lagos
Summary
Dynamic and detail-oriented Customer Service Representative with over two years of experience in the fast-paced online betting and fintech industries. Expertise in delivering comprehensive and empathetic support through various channels, including live chat, email, and social media. Proven success in efficiently resolving complex technical and account-related issues, significantly enhancing player retention and satisfaction. Proficient in managing sensitive situations, such as responsible gaming inquiries and financial disputes, while ensuring strict adherence to industry regulations.
Overview
4
4
years of professional experience
1
1
Language
Work History
Customer Service Representative
Bingo63
08.2024 - 06.2025
- Managed and de-escalated 90% of high-stakes customer complaints by remaining calm and empathetic, turning potentially negative experiences into positive outcomes.
- Monitored and moderated community forums and chat logs, enforcing platform guidelines to ensure a safe and respectful gaming environment for all users.
- Resolved customer inquiries and issues efficiently, enhancing overall customer satisfaction and loyalty.
- Processed transactions accurately and timely, contributing to streamlined operations and positive customer experiences.
- Assisted in training new team members on service protocols and software systems, fostering a knowledgeable workforce.
- Improved response times by implementing effective communication strategies, resulting in quicker resolution of customer concerns.
Customer Service Representative
Funden Games
07.2023 - 07.2024
- Provided real-time technical support for gameplay bugs, payment failures, and account access, reducing average issue resolution time by 20%.
- Communicated complex betting rules, terms and conditions, and promotion details in a clear and concise manner to prevent misunderstandings and build player trust.
- Maintained detailed records of customer interactions, ensuring adherence to company policies and improving service quality.
- Collaborated with cross-functional teams to identify process inefficiencies, leading to enhanced workflow and service delivery.
- Proactively identified customer needs and offered tailored solutions, enhancing the overall customer experience and retention.
- Supported the development of service improvement initiatives, contributing to a more efficient and effective customer service operation.
Collections Specialist
FINTECH-credit 9ja
09.2022 - 05.2023
- Structured and managed repayment schedules for a portfolio of 300+ accounts, achieving a 75% collection rate.
- Successfully de-escalated 90% of high-risk or tense debtor situations, protecting customer relationships while securing payment.
- Exceeded team goals by 15% in the amount of overdue accounts collected each month.
- Analyzed outstanding accounts to identify payment patterns, facilitating timely collection strategies and minimizing delinquency rates.
- Developed and maintained strong relationships with clients, enhancing communication and fostering prompt payment resolutions.
- Executed comprehensive follow-up strategies on overdue accounts, contributing to improved cash flow and financial stability.
- Collaborated with cross-functional teams to streamline collection processes, resulting in increased efficiency and reduced turnaround times.
Wait Staff Member
Downtown Groove Hotel Suite & Bar
08.2021 - 12.2021
- Provided exceptional customer service by promptly taking orders and addressing guest inquiries, enhancing overall dining satisfaction.
- Collaborated effectively with kitchen staff to ensure timely and accurate food delivery, resulting in improved service efficiency.
- Maintained cleanliness and organization of dining and bar areas, contributing to a welcoming environment for guests.
- Assisted in training new staff members on operational standards and service protocols, fostering a cohesive team dynamic.
- Handled cash transactions and processed payments accurately, ensuring smooth end-of-shift reconciliation.
Assistant Cook
Enose Bar|Lounge
01.2021 - 06.2021
- Prepared and organized ingredients for daily menu items, ensuring quality and freshness in every dish.
- Assisted in maintaining kitchen cleanliness and organization, adhering to safety and sanitation standards consistently.
- Collaborated with the kitchen team to streamline food preparation processes, enhancing overall kitchen efficiency.
- Monitored inventory levels and restocked supplies as needed, minimizing disruptions during peak service hours.
Education
Undergraduate Certificate/Diploma - History and International Studies (DIASS)
Lagos State University-lasu
04.2022
Skills
Technical troubleshooting
Client interaction
Debt recovery proficiency
Repayment Schedules
Transaction accuracy
Client communication
Negotiation
Order processing
Timeline
Customer Service Representative
Bingo63
08.2024 - 06.2025
Customer Service Representative
Funden Games
07.2023 - 07.2024
Collections Specialist
FINTECH-credit 9ja
09.2022 - 05.2023
Wait Staff Member
Downtown Groove Hotel Suite & Bar
08.2021 - 12.2021
Assistant Cook
Enose Bar|Lounge
01.2021 - 06.2021
Undergraduate Certificate/Diploma - History and International Studies (DIASS)
Lagos State University-lasu