Ibukun Ayorinde

Customer Success(Remote)

MONIEPOINT

Sep 2024 - Current (1 year 9 months)

• Managed omni-channel support for merchants and customers on transactions and account-related issues, ensuring a seamless customer experience. • Verified transaction statuses using session IDs and virtual accounts, enhancing the accuracy of our support processes. • Educated merchants on KYC requirements for various business types, fostering compliance and trust. • Investigated and logged fraudulent transactions, identifying suspicious activities for resolution and contributing to overall security. • Reported findings, including information on bad actors, to the bank for further action and fraud prevention. • Utilized Notion as an internal support knowledge base to track recurring customer issues, which improved our response strategies

O

Head of Marketing and Communications (Hybrid)

Oxford Test Preparatory Company

Sep 2023 - Aug 2024 (1 year)

As the Head of Marketing and Communications, I created compelling and relevant content across various platforms, including blogs, newsletters, social media posts, and articles. I developed and maintained content calendars to ensure consistent audience engagement and alignment with marketing campaigns. Additionally, I managed all social media platforms (Facebook, Instagram, X, LinkedIn, and TikTok) and tracked social media and website analytics to gain insights into audience engagements and preferences, utilizing data to refine content strategies. My efforts culminated in a content strategy that boosted engagement by 7% and retention by 20% in just two months. Furthermore, I utilized Notion for internal documentation and issue tracking, whic

M

Team Lead Customer Care Representative

Merchant Box — Innovectives LLC

Jan 2021 - Aug 2023 (2 years 8 months)

As a Team Lead Customer Care Representative, I played a pivotal role in establishing the Customer Support department for Merchant Box, where I created a comprehensive knowledge base and FAQ in collaboration with team leads and supervisors. I handled high volumes of customer interactions across social media, email, and other platforms, ensuring effective communication and engagement. My responsibilities included verifying transaction statuses using session IDs and virtual accounts, educating merchants on KYC requirements for various business types, and investigating and logging fraudulent transactions to identify suspicious activities for resolution. I reported findings, including information on bad actors, to the bank for further action and

Customer Care RepresentativeApril

Ison xPeriences

Jan 2017 - Nov 2019 (2 years 11 months)

• Played a pivotal role in establishing the Customer Support department for Green Africa Airways. • Created a knowledge base and FAQ in collaboration with team leads and supervisors. • Handled high volumes of customer interactions across social media, email, and other platforms. • Managed travel reservations and processed refunds for canceled flight reservations. • Delivered high-quality customer support, maintaining exceptional satisfaction levels. • Utilized tools like CLM and CEM to resolve service requests and manage escalations. • Successfully mentored a set of new hires • Professionally managed an average of 100 inbound calls from customers of various segments.

About

Detail

Timeline

Résumé