Khalid Anjolaoluwa Bello
Yaba
Summary
Dedicated and results-driven Customer Support Manager with 5+ years of experience in client engagement, customer satisfaction, and technical support. Proven expertise in managing escalations, coaching teams for high performance, and fostering a culture of excellence. Adept at optimizing support processes, implementing playbooks, and collaborating cross-functionally to enhance the customer experience. Strong problem-solving skills, a strategic mindset, and a passion for delivering world-class support standards.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Account Manager
Squared Financial Africa
Ikeja
01.2025 - Current
- Onboarding & Relationship Management: Guided new clients through the onboarding process, ensuring a seamless transition and strong foundation for long-term success.
- Customer Support & Retention: Provided top-tier support by resolving customer inquiries efficiently, addressing concerns, and proactively working to enhance customer satisfaction and retention.
- Account Management & Upselling: Managed a portfolio of clients, identifying growth opportunities through upselling and cross-selling additional products/services.
- Data-Driven Insights & Risk Management: Analyzed client data and feedback to optimize the customer experience, mitigate risks, and improve engagement strategies.
- Product & Feature Communication: Kept clients informed about updates, new features, and best practices to maximize product value and adoption.
- Reporting & Goal Achievement: Tracked customer success metrics, delivered reports on key performance indicators, and consistently met or exceeded retention and satisfaction goals.
- Collaborative Support: Partnered with internal teams to improve product offerings, streamline support processes, and enhance the overall customer experience.
Query and Resolution Specialist
Access Bank Plc
01.2022 - 06.2024
- Raised disputes for card transactions on third-party channels such as VROL, UPDM and extras with
- Periodic regulatory reporting to the Central bank of Nigeria CBN
- Led the resolution of complex customer inquiries, ensuring timely and accurate support.
- Managed escalations, coordinating with internal and external teams to resolve disputes.
- Oversaw fraud detection and transaction recall, collaborating with financial institutions for resolution.
- Ensured support playbooks and regulatory processes were followed for all chargeback transactions via ATM, POS, and WEB.
- Trained and coached new support specialists, improving communication, problem-solving, and customer engagement skills.
- Developed and implemented strategies to enhance first contact resolution (FCR) and customer retention.
- Partnered with internal teams to identify and address product challenges, enhancing customer satisfaction.
Contact Centre Executive (Voice and Email)
Access Bank Plc
09.2019 - 12.2021
- Provided exceptional customer service via inbound calls, emails, and live chat.
- Maintained a customer-centric approach, ensuring all inquiries were handled professionally and efficiently.
- Utilized CRM software to track and resolve customer issues, enhancing service delivery.
- Managed high-volume support cases, ensuring first contact resolution (FCR) of 90% within agreed turnaround time (TAT).
- Worked cross-functionally with product and technical teams to troubleshoot complex issues.
- Promoted customer loyalty by advocating for a positive customer experience and proactive support solutions.
- Assisted in refining support processes, ensuring continuous performance improvement within the team.
Loan Officer
Page Financials
07.2019 - 09.2019
- Cultivated and maintained strong business relationships with customers, ensuring customer satisfaction.
- Negotiated and followed up on sales processes, converting leads into successful opportunities.
- Consistently exceeded targets, achieving a monthly portfolio of Fifteen Million Naira.
Education
B.Eng. - Mechanical Engineering
AHMADU BELLO UNIVERSITY
Zaria01.2018
Senior School Leaving Certificate -
LIBERTY COLLEGE
Lagos01.2011
Certification
- 08/01/16, Membership: Nigerian Society Of Engineers (NSE)
- 07/01/18, Ethics and Compliance Awareness: Anti-bribery and Corruption
- 08/01/19, Diploma in Effective Trade Compliance
- 01/01/20, Professional Conduct and Ethics Certification, Chartered Institute of Bankers of Nigeria (CIBN)
- 01/01/20, LinkedIn Learning: Project Management
Personal Information
Date of Birth: 11/30/94
References
References available upon request.
Timeline
Senior Account Manager
Squared Financial Africa
01.2025 - Current
Query and Resolution Specialist
Access Bank Plc
01.2022 - 06.2024
Contact Centre Executive (Voice and Email)
Access Bank Plc
09.2019 - 12.2021
Loan Officer
Page Financials
07.2019 - 09.2019
B.Eng. - Mechanical Engineering
AHMADU BELLO UNIVERSITY
Senior School Leaving Certificate -
LIBERTY COLLEGE
Similar Profiles
LOUIS B. HARBOUR, CFP®, CHSA®LOUIS B. HARBOUR, CFP®, CHSA®
Financial Advisor at PM Squared FinancialFinancial Advisor at PM Squared Financial
Helen WrightHelen Wright
Bookkeeping Administrative Assistant at Squared Away FinancialBookkeeping Administrative Assistant at Squared Away Financial
César NDILUCésar NDILU
DRC Customs Modernization Project DGDA-AUFS at Africa Union Financial ServicesDRC Customs Modernization Project DGDA-AUFS at Africa Union Financial Services
Onyekachi OzochiOnyekachi Ozochi
Senior Solar Engineer at STARSIGHT POWER UTILITY LIMITEDSenior Solar Engineer at STARSIGHT POWER UTILITY LIMITED
ALPHONSUS TIMOTHYALPHONSUS TIMOTHY
Maintenance Officer at Techno Oil LimitedMaintenance Officer at Techno Oil Limited