Onafriq

- Provide support for a team consisting of three Customer Success Agents
- Identify operational inefficiencies and develop continuous improvement initiatives, including the creation of runbooks and service protocols.
- Take full ownership of assigned Partner T1 and T2 accounts.
- Participate in virtual or in-person sessions and develop a call cycle to foster partner loyalty. Master technical knowledge of Onafriq's products, processes, and APIs
- Process high volume bank payments, mobile money payouts/collection, and card payments ensuring accuracy and timeliness using SQL and Excel
- Research and resolve discrepancies for bank, mobile, and card transactions; communicate findings with customers and internal teams
- Generate daily reports on payment activities across banking, mobile money, and card processing; perform daily reconciliation.
- Respond to customer calls regarding transaction issues; diagnose problems by reviewing system logs and transaction details
- Explain solutions for transaction errors and provide customer support for payment inquiries and disputes
- Analyze processes and identify opportunities to improve payment processing efficiency

Technical Analyst

- Identify operational inefficiencies and develop continuous improvement initiatives, including the creation of runbooks and service protocols.
- Take full ownership of assigned Partner T1 and T2 accounts.
- Participate in virtual or in-person sessions and develop a call cycle to foster partner loyalty. Master technical knowledge of MFS Africa's products, processes, and APIs
- Process high volume bank payments, mobile money payouts/collection, and card payments ensuring accuracy and timeliness using SQL and Excel
- Research and resolve discrepancies for bank, mobile, and card transactions; communicate findings with customers and internal teams
- Generate daily reports on payment activities across banking, mobile money, and card processing; perform daily reconciliation.
- Respond to customer calls regarding transaction issues; diagnose problems by reviewing system logs and transaction details
- Explain solutions for transaction errors and provide customer support for payment inquiries and disputes
- Analyze processes and identify opportunities to improve payment processing efficiency

Senior Customer Success Agent

Customer Financial Services

- Process high volume bank payments, mobile money payouts/collection, and card payments ensuring accuracy and timeliness using SQL and Excel
- Research and resolve discrepancies for bank, mobile, and card transactions; communicate findings with customers and internal teams
- Generate daily reports on payment activities across banking, mobile money, and card processing; perform daily reconciliation.
- Respond to customer calls regarding transaction issues; diagnose problems by reviewing system logs and transaction details
- Explain solutions for transaction errors and provide customer support for payment inquiries and disputes
- Analyze processes and identify opportunities to improve payment processing efficiency
- Establish trusted relationships with strategic accounts through regular communication and timely responses to inquiries

Customer Success Agent

alx_africa

- Addressed customer concerns and diagnosed and resolved complex problems using advanced customer support tools as Zendesk and Sprout Social, resulting in a 95% customer satisfaction rate. 
- Accurately reported and tracked customer interactions and issues using a comprehensive customer relationship management platform, enabling data-driven decision-making and process improvements. 
- Proactively identified and recommended product and service enhancements to maximise customer value and improve the overall experience.
- Demonstrated expert-level knowledge of the software engineering program by counselling prospective participants on program details and guiding them through the application process. 
- Facilitated live support for over 1,000 applicants, resulting in a 90% acceptance rate and a 95% participant satisfaction rate. Collaborated closely with the product management team to design and develop the program, leveraging in-depth product knowledge to ensure alignment with market demand and program goals. 
- Contributed to successfully launching the program on time and within budget, resulting in a 30% increase in program enrollment and revenue.

Inbound Support (Community support)

Entrepreneurial Solutions Partners, LLC (ESP)

The Komeza program is an initiative of ESP in partnership with  MasterCard Foundation and Equity Bank Rwanda PLC as the financing partner, will provide the right combination of financial support and technical assistance to 120 SMEs, at all stages of maturity, within the Tourism and Hospitality sector and its value chain. 
The program has been established through a commitment of US$2.5 million from the MasterCard Foundation COVID-19 Recovery and Resilience Program. (https://espartners.co/project/komeza/)

Worked as an assistant project manager on the Komeza Program performing the following tasks:
- Conducted comprehensive data and financial analysis of the first cohort's 60 companies, identifying key trends and insights to inform program strategy and support participant success. 
- Assisted in coordinating and managing multiple projects, utilising strong project management skills to ensure timely delivery and high-quality outcomes. 
- Played a key role in gathering and analysing critical project information, resulting in a 90% accuracy rate in project reporting. 
- Executed administrative tasks such as scheduling meetings, maintaining document storage in the cloud, streamlining operations and maximising team efficiency.

Assistant Project Manager

Koal Technologies Pvt Ltd

- Market research and analysis in Central Africa 
- Target market campaigns (digital/physical)
- The positioning of the product/service portfolio
- Customer engagement and customer relationship management
- Lead Generation

Marketing Expert (Intern) 

ChristineSanni.com

Affiliate Marketer 

Unschool 

- Tracked, measured and reported on trends for sales team analysis and decision making
- Demonstrated products to customers, answered questions, and redirected objectives to positive features.
- Managed customer expectations through strategic communications and helped each navigate sales processes.
- Tracked and analyzed social media and online marketing initiatives.

Sales And Marketing Intern

African Leadership Finance Company

- Worked with the marketing team to design an Outreach campaign for engagement and commitment to the ISA program and worked on EDX for course content: Income Share Agreement in English and French version
- Assisted the ALFC team  to plan outreach events starting September 2018
- Carried out analysis of student feedback about ISA and worked with the ALFC team to address these identified issues
- Prepared program outlines for September 2017 orientation (both new students and parents/guardians)
- Worked with the marketing team to reach out to current students in order to instil appreciation and commitment to ISAs
- Carried out focus groups with new students to get feedback on the ISA process ( students who would join as part of the EI programme (Non-English Speaking) )
- Recruited ambassadors within the ALU student community to for the student ambassador program (2018 - 2019 - 2020)
- Carried out webinars and information sessions for students interested in learning more about the ISAs
- Carried out research on how Universities across the World engage students who have been given financial aid during their studies given that ALFC is still in the startup phase, various other tasks and responsibilities are likely to emerge.
- Led a comparative study between Income Sharing Agreement and Banking Loans

Outreach Intern (Customer Service) 

Hepta Analytics

- Provided translation services (French to English)
- Data Classification
- Data analysis

Translator Consultant

I-Hub Abidjan

- Developed and implemented effective communication and digital strategies that have strengthened customer loyalty, brand awareness, and customer satisfaction
- Designed and implemented two existing incubation programs for Ivorian Startups and social entrepreneurs (Project Management) 
- Developed a detailed project plan to track the progress of day-to-day operations

Administration & Operation Intern

As a Technical Analyst at Onafriq, I support a team of three Customer Success Agents and provide exceptional service to our partners across Africa. I use SQL and Excel to process high-volume payments, reconcile transactions, and generate reports. I also identify operational inefficiencies and develop continuous improvement initiatives, such as runbooks and service protocols.

With a background in Business Entrepreneurship, Law, and Security and Human Rights, I am passionate about solving global problems and delivering top-notch products. I have 3+ years of experience in leveraging analytics and customer insights to optimize digital products and drive business impact. I am skilled in data visualization, A/B testing, and user behavior analysis. I am also a proud polyglot, fluent in English, French, Spanish, and Russian. I am always seeking new growth opportunities and would love to connect with you.

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