Customer Retention Specialist at Pagatech Limited (2025-04 – Present)
Hybrid role
- Resolving customers transaction issues by investigating failed or pending transactions and escalating complex cases to the appropriate backend teams.
- Coordinating with merchants on behalf of customers to ensure timely transaction settlements and issue resolution.
- Handling fraud-related cases by identifying suspicious activities and escalating them to the fraud team for thorough investigation.
- Strengthening account security by restricting compromised accounts and unlinking unauthorized devices to prevent further access.
- Educating customers on product features, updates, and best practices to improve adoption and user experience.
- Conducting timely follow-ups with customers to provide updates and ensure complete resolution of reported issues.
Customer Retention Specialist at Swift Networks (2023 – 2025)
Onsite role
- Managed high volumes of inbound and outbound calls, ensuring prompt and efficient customer support.
- Responded to customer inquiries and provided effective, long-term solutions to resolve issues.
- Practiced active listening to understand customer concerns and deliver appropriate resolutions.
- Delivered multilingual support in English, Yoruba, and Hausa to a diverse customer base.
- Troubleshot network connectivity and speed-related issues to restore optimal service performance.
- Resolved customer network challenges while maintaining a high level of service quality.
- Improved customer retention through proactive follow-ups, promotional offers, and timely feedback.
- Maintained accurate customer records by documenting interactions and creating support tickets in the CRM system.
- Generated referrals by identifying customer needs and recommending suitable products and services.
- Promoted and marketed company network devices, including modems, radios, and fiber solutions.
- Conducted cold calls to re-engage churned customers and encourage service reactivation.
Contact Center Agent at Consol Solutions Limited (2021 – 2023)
Onsite role
- Drove sales by promoting DKT products and services in a target-driven telemarketing environment.
- Accurately documented customer interactions using Excel templates and CRM systems to ensure proper record-keeping.
- Maintained and regularly updated a comprehensive customer contact database.
- Handled customer complaints with a solutions-oriented approach, improving overall customer satisfaction.
- Liaised with partner clinics to ensure consistent availability of products and timely restocking.
- Conducted routine follow-up calls to customers to provide updates, gather feedback, and strengthen relationships.
