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Senior Analyst, Operations Support
Payment Operations Analyst at Paga Group Ltd who cut dispute resolution time from 72 hours to 24.
NigeriaSenior Analyst, Operations Support at Paga Group Ltd
Monitors transaction queues and resolves failed transactions, improving CSAT from 40% to 70% and reducing dispute resolution time from 72 to 24 hours. Coordinates with Finance, Engineering, and Product to resolve issues within SLA.
GrafanaJiraFreshdeskInternal Admin PortalOnafriq Card PortalTransaction MonitoringRe QueryRetryReversalPayment Processor SwitchingCard DisputesRoot Cause AnalysisIncident ManagementSLA MonitoringProcess ImprovementCustomer Experience Optimization
Resolved 90% of customer queries at first contact, handling 70-80 tickets daily and achieving 98% resolution accuracy. Reduced escalation rates by 30% through product knowledge and analytical problem-solving.
Customer SupportTicket ManagementSLA ComplianceProblem SolvingCommunication SkillsEscalation ManagementReconciliations
Handled up to 100 inbound calls daily, maintaining quality assurance scores above 85% and driving a 15% increase in customer satisfaction. Escalated unresolved concerns and tracked them to closure.
Inbound CallsCustomer SatisfactionQuality AssuranceEscalation ManagementCommunication Skills
Pursued a Master of Science in Managerial Psychology at the University of Lagos from 2023 to 2025.
Pursued a Master of Science in Managerial Psychology at the University of Lagos from 2023 to 2025.
Earned a Bachelor of Science in Mass Communication from the University of Lagos from 2012 to 2016.
Earned a Bachelor of Science in Mass Communication from the University of Lagos from 2012 to 2016.
Profile sourced from Himalayas.