07/30/2026 updated
100 % available
Customer Support & Dispute Resolution Expert | E-commerce & Fintech Specialist
Lagos, Nigeria
Only remote
B.Sc. Accounting, Nnamdi Azikiwe University, AwkaAbout me
I help e-commerce & fintech businesses cut escalations and retain more customers. 7+ years experience | Banking-backed dispute resolution | 98% SLA | 95%+ CSAT | Zendesk · Shopify · HubSpot · Tidio. Open to remote projects worldwide
Customer AdvocacyE-CommerceShopifyChat Customer ServiceCustomer SupportResolving Customer ProblemsHubspotFintechZendesk
Customer Support & Dispute Resolution
Expertise in omnichannel customer support with a 98% SLA compliance track record and 95%+ CSAT score. Proficiency in de-escalating complex disputes, managing escalations, and building structured workflows that prevent recurring issues.
AML/KYC Compliance
Strong background in AML/KYC compliance gained through banking experience at First City Monument Bank and FIN Bank PLC. Application of institutional-grade compliance discipline to customer identity verification and fraud prevention.
CRM Tools & Support Platforms
Hands-on experience with Zendesk, Tidio, HubSpot, Freshdesk, and Intercom for managing customer interactions, improving CRM data accuracy, and optimizing workflow efficiency across support teams.
Cash Handling & Transaction Processing
Management of high-volume cash operations with 99.8% accuracy in regulated banking environments, maintaining zero tolerance for cash discrepancies.
Sales & Customer Retention
Consistent achievement of sales targets by up to 76% through consultative customer support, upselling, cross-selling, and personalized service strategies that drive repeat-purchase and retention rates.
Ticketing & Workflow Automation
Utilization of tools such as Trello, Asana, Monday.com, and Google Workspace to automate ticketing processes and streamline team collaboration and operational workflows.
Digital Marketing & CRM Operations
Execution of targeted digital campaigns that drove a 51% revenue increase, combined with CRM data management to reduce redundancy and increase team responsiveness.
Team Collaboration & Training
Experience in staff coaching, performance monitoring, and team training, contributing to a 65% improvement in teller team operational efficiency.
Expertise in omnichannel customer support with a 98% SLA compliance track record and 95%+ CSAT score. Proficiency in de-escalating complex disputes, managing escalations, and building structured workflows that prevent recurring issues.
AML/KYC Compliance
Strong background in AML/KYC compliance gained through banking experience at First City Monument Bank and FIN Bank PLC. Application of institutional-grade compliance discipline to customer identity verification and fraud prevention.
CRM Tools & Support Platforms
Hands-on experience with Zendesk, Tidio, HubSpot, Freshdesk, and Intercom for managing customer interactions, improving CRM data accuracy, and optimizing workflow efficiency across support teams.
Cash Handling & Transaction Processing
Management of high-volume cash operations with 99.8% accuracy in regulated banking environments, maintaining zero tolerance for cash discrepancies.
Sales & Customer Retention
Consistent achievement of sales targets by up to 76% through consultative customer support, upselling, cross-selling, and personalized service strategies that drive repeat-purchase and retention rates.
Ticketing & Workflow Automation
Utilization of tools such as Trello, Asana, Monday.com, and Google Workspace to automate ticketing processes and streamline team collaboration and operational workflows.
Digital Marketing & CRM Operations
Execution of targeted digital campaigns that drove a 51% revenue increase, combined with CRM data management to reduce redundancy and increase team responsiveness.
Team Collaboration & Training
Experience in staff coaching, performance monitoring, and team training, contributing to a 65% improvement in teller team operational efficiency.
Experience
Professional experience5 - 10 years
Freelancer since2025
Languages
EnglishFluent
Project history
Digital marketing and CRM operations in a fast-paced online community environment. Drove a 51% revenue increase through targeted digital campaigns and improved CRM data accuracy and workflow efficiency, reducing redundancy and increasing team responsiveness to customer inquiries.
Customer-facing sales and support role managing a high-volume client base over an 8-year tenure. Consistently exceeded monthly sales targets by 76%, built strong long-term customer relationships, and managed customer complaints end-to-end applying dispute resolution techniques that minimized escalations.
Progressed from Head Teller to Cash Officer within the same institution. As Cash Officer (Apr 2013 - Aug 2015): processed 100+ daily transactions with 99.8% accuracy and ensured strict AML/KYC compliance. As Head Teller (Sep 2011 - Mar 2013): improved teller team operational efficiency by 65% through streamlined processes, staff coaching, and performance monitoring, and handled customer escalations and dispute queries at the teller level.