Mary Joy

Customer-focused professional with 2+ years of experience as a Customer Support Representative at OPay and Rhodamus Consulting. Proven track record of managing high-volume inquiries, resolving complex complaints, and delivering support via chat and email with a focus on first-contact resolution and customer satisfaction. Skilled in account management, order processing, and identifying process improvements to enhance service delivery and retention.

Complemented by a solid working understanding of the foreign exchange (forex) market, including currency pairs, market volatility, trading platforms, and common client concerns around deposits, withdrawals, exchange rates, and risk exposure. Adept at translating technical financial concepts into clear, client-friendly communication while maintaining compliance and building trust. Recognized for maintaining high CSAT scores, deescalating issues, and fostering long-term customer relationships in fast-paced, regulated environments.

Customer Success Manager - Rhodamus Consulting - Remote

(2024-08 - 2026-02)

• Resolved 40+ daily customer inquiries via calls and messaging with 95% first-contact resolution rate, coordinated with dispatch team to track 200+ monthly deliveries, reducing fulfillment complaints by 30%
• Conducted post-service follow-ups that increased repeat customer rate and 5-star feedback
• Acted as liaison between customers and internal teams, cutting response time from 24h to 4h
• Maintained 98% customer satisfaction score through professional, empathetic communication

Customer Support Representative - Opay International - Remote

(2024-05 - 2025-06)

• Provided remote L1 support via calls, live chat, and email, handling 50+ tickets daily
• Investigated and resolved transaction disputes and account issues in compliance with fintech policies
• Achieved 90%+ CSAT by de-escalating complaints and retaining at-risk customers
• Documented cases in CRM and escalated complex issues with full context to T2 teams
• Ensured GDPR-compliant handling of sensitive customer financial data

Sales Representative - Tranter IT Infrastructure Services Limited - Remote

(2022-04 - 2025-01)

• Owned full sales cycle from prospecting to close, averaging 15 deals per quarter
• Delivered tailored product demos for B2B IT clients, increasing demo-to-close rate by 25%
• Managed sales pipeline in CRM, maintaining 100% data hygiene and forecast accuracy
• Built long-term client relationships resulting in 40% referral business

Financial Accounting Tutor - De-living Global Teaching Hub

(2020-01 - 2021-12)

• Coached 20+ students for WAEC/JAMB exams using simplified accounting frameworks
• Improved average student scores by 22% through structured lessons and weekly feedback
• Created lesson plans and progress reports in Google Sheets, shared async with parents

Customer Support & Operations Coordinator - Hezegovin Logistics

(2019-01 - 2020-02)

• Handled daily customer inquiries via phone, WhatsApp, and email for cargo delivery and heavy container shipments, maintaining 96% first-contact resolution rate
• Tracked and updated clients on 150+ monthly shipments, proactively resolving delays and documentation issues to reduce complaints
• Coordinated between drivers, warehouse team, and clients to ensure on-time container pickup and delivery

Bachelor of Science (B.Sc.) - Banking and Finance - University of Calabar (2021-09 - 2025-10)

Certificate - Financial Operations & Forex Training - MAC FX Global Forex Hub (2018-10 - 2019-05)

Certificate - Crypto & Digital Finance Training - DE-BRIGHT Crypto Hub (Online) (2025-12 - 2026-03)

Senior School Certificate - Diaso Senior High School, Ghana (2010-09 - 2016-07)