Summary
Overview
Work history
Education
Skills
Languages
Timeline
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Shola Salako

Shola Salako

Ikeja

Summary

Motivated and dedicated entry-level Customer Service Representative with a strong passion for delivering outstanding service. Committed to providing exceptional support to customers and ensuring their satisfaction. Possesses excellent communication skills, both verbal and written, to effectively understand customer needs and provide appropriate solutions. Demonstrates a positive and friendly demeanor, fostering positive customer interactions and building lasting relationships. Quick learner with the ability to adapt to new processes and technologies. Eager to contribute to a dynamic team and leverage my skills to deliver exceptional customer experiences

Overview

2
2
years of professional experience
5
5
years of post-secondary education

Work history

Customer Service and Card Operation Analyst

Kuda MFB
Ikeja, Lagos
07.2022 - Current
  • Delivered bespoke service across multiple customer touchpoints to maintain customer satisfaction.
  • Actively participate in team meetings and contribute to the development of strategies and initiatives to enhance card operations efficiency and customer satisfaction.
  • Perform daily reconciliations of card transactions, identifying and resolving discrepancies to maintain accurate financial records.
  • Process received cards for onward delivery to customers through delivery partners and track the cards sent out till delivered and activated by customers
  • Collaborate with staff across teams to execute tasks assigned promptly.
  • Managed customer support cases from initial report through to resolution.
  • Handled confrontational customers and applied appropriate de-escalation strategies.
  • Engaged in various support service channels to contact users including callbacks, emails and voicemails.

Card Operation Intern

Kuda MFB
Ikeja, Lagos
04.2021 - 07.2022
  • Assisted in the daily operations of the card department, supporting the team in various tasks related to card processing and management.
  • Conducted data analysis on card transactions and assisted in identifying discrepancies and anomalies to ensure accurate financial records.
  • Collaborated with team members to improve operational processes, including reconciliations and reporting, resulting in increased efficiency.
  • Supported the team in maintaining relationships with external payment processors and card networks, ensuring smooth communication and problem resolution.

Education

Bachelor of Science - Accounting

Oduduwa University, Ipetumodu.
Nigeria
03.2018 - 07.2021

A-Levels - Accounting

Ahmadu Bello University, Zaria.
Nigeria
01.2017 - 03.2018

National Youth Service Corp (NYSC)
Nigeria
07.2021 - 07.2022

Skills

  • Complaint resolution
  • Report writing
  • Jira
  • Telephone skills
  • Cash and card processing
  • Written and verbal communication skills
  • Strong customer service orientation
  • Exceptional communication
  • Complaint handling
  • Inventory control
  • Microsoft Office
  • Google Analytics
  • Google Sheets
  • Customer Support

Languages

English
Fluent

Timeline

Customer Service and Card Operation Analyst

Kuda MFB
07.2022 - Current

National Youth Service Corp (NYSC)
07.2021 - 07.2022

Card Operation Intern

Kuda MFB
04.2021 - 07.2022

Bachelor of Science - Accounting

Oduduwa University, Ipetumodu.
03.2018 - 07.2021

A-Levels - Accounting

Ahmadu Bello University, Zaria.
01.2017 - 03.2018
Shola Salako