Adeniyi Hannah

Customer-focused professional with over 2 years of experience in customer support, including hands-on experience in the sports betting and iGaming industry. Experienced in handling account and payment issues, investigating transactions, resolving customer concerns, and providing support in fast-paced environments. Also trained in Product Management, with practical experience in user research and cross-functional collaboration.

Strong in communication, problem-solving, and attention to detail, with a practical approach to understanding customer needs and finding effective solutions.

Telesales Representative | Customer Acquisition & Onboarding (Fully Remote) at SHARTFX LTD (2026-08 – Present)

• Contacted a high volume of prospects daily to introduce the platform and encourage account registration.
• Explained platform features, spreads, and leverage to prospects and answered questions based on their individual needs.
• Guided new users through account registration and document uploads, following up with those who had not completed the process.
• Followed up with prospects regularly to increase completed registrations and meet weekly and monthly targets.
• Assisted users with initial KYC requirements and document submission to help move their accounts toward activation.
• Maintained accurate CRM records of calls, follow-ups, registration status, and customer responses.

Customer Support/Reconciliation Officer at ForteBet LTD (2025-03 – 2026-08)

• Managed 40–60 inbound and outbound customer interactions daily via phone and email, maintaining 90%+ customer satisfaction score
• Resolved 95% of complaints on first contact by diagnosing transaction and account issues, reducing escalations by 25%
• Ensured compliance with company policies while processing refunds, payment disputes, and account reconciliations
• Reduced average response time by 20% by optimizing ticket prioritization and using canned responses effectively
• Documented recurring issues and flagged trends to product team, contributing to process improvements
• Using CRM Tools efficiently and effectively to communicate and help customers.

Product Management Intern (Fully Remote) at Betechified (2026-01 – 2026-04)

• Conducted 15+ user interviews and surveys to gather insights for Spave/Fooddesk product features
• Collaborated with cross‑functional teams (Frontend, backend, and design) to deliver product features within defined scope and timelines.
• Ensured alignment across teams and supported product execution by tracking progress

Customer Support / Cashier at FoodConcept PLC (2023-06 – 2024-04)

• Handled 100+ customer transactions daily with 98.8% cash accuracy
• Resolved customer complaints and inquiries at point of sale, improving in-store satisfaction ratings
• Trained 3 new staff on POS systems and customer service protocols
• Identified and reported stock discrepancies, reducing shrinkage by 25%

Bachelor of Science in Social studies and Education – University of Ibadan (2019-02 – 2023-05)