Barine Alexander

Customer Support Specialist with 6+ years of experience supporting customers across digital products, web and mobile platforms, and CRM/customer support platforms including Zendesk, Salesforce, Zoho CRM, and Avaya. Skilled at troubleshooting software issues, resolving account access and product-related problems, and explaining technical concepts in a clear, customer-friendly way. Experienced collaborating with Product, IT, and Operations teams to investigate issues, communicate customer feedback, and improve the customer experience.

Passionate about SaaS products and delivering exceptional customer support in fast-paced environments.

Customer Support Specialist (Customer Success Officer) - First City Monument Bank (FCMB) - Lagos

(2022-10)

• Diagnosed recurring software issues and produced clear bug reports, contributing to an 18% reduction in repeat complaints.
• Handled 80+ customer interactions daily while maintaining 85%+ first-contact resolution.
• Guided customers through account access and digital self-service solutions.
• Collaborated with Product, IT and Operations teams on customer feedback and feature requests.
• Mentored new agents and maintained 95%+ SLA compliance while acting as shift lead.

Client Relations & Administrative Officer - Habbas Multiventures Ltd

(2020-08 - 2022-09)

• Supported business clients using payment platforms and resolved reconciliation and transaction enquiries.
• Reduced reporting errors by 73% using Excel templates.

Customer Success Officer - Access Bank PLC - Lagos

(2018-01 - 2020-01)

• Guided customers through digital self-service platforms and increased digital adoption by 15%.
• Acquired 250+ new customers monthly through consultative support.

B.Sc. - Mass Communication - Madonna University