Valentina Akaa

Digital Banking and Payments Support professional with experience across fintech, payment service banks, and electronic payment platforms, delivering Tier 1 and Tier 2 customer support across mobile apps, web portals, POS, and cross-border card channels. Proven track record of resolving customer inquiries within SLA, driving strong First Contact Resolution, and supporting end-to-end digital onboarding including KYC/CDD verification, authentication, and account activation. Highly skilled in failed transfer resolution, chargebacks, dispute escalation, and fraud risk coordination, ensuring operational continuity and protection of customer funds.

Experienced managing high-volume CRM ticket environments, maintaining compliance with global card schemes (Visa, Mastercard, UnionPay), and translating complex payment processes into clear customer guidance that improves adoption, reduces repeat tickets, and strengthens customer trust.

Digital Banking Support Officer at Hope Payment Service Bank (2024-12 – Present)

Provide Tier 1 and Tier 2 customer support across mobile app, web portal, USSD, and POS channels with focus on transaction resolution and customer onboarding.

• Provide Tier 1 and Tier 2 customer support across mobile app, web portal, USSD, and POS channels, resolving 95% of inquiries within SLA and improving First Contact Resolution (FCR).
• Execute end-to-end digital customer onboarding, including KYC verification, multi-factor authentication, account activation, and initial wallet funding, increasing new customer activation rates by 45%.
• Monitor and resolve failed P2P transfers, bill payments, mobile recharges, and wallet top-ups, ensuring 24–48 hour resolution and preventing potential financial loss.
• Escalate complex disputes, interbank reversals, and suspected fraud cases to Risk & Compliance, mitigating financial risk and protecting customer funds.
• Manage high-volume customer tickets using CRM systems, categorizing, tracking, and closing incidents while maintaining SLA compliance and operational visibility.

Customer Service Officer at Unified Payment Services Limited (UPSL) (2023-10 – 2024-11)

Delivered customer support for merchants and end-users across POS terminals, e-commerce gateways, and cross-border card schemes.

• Delivered customer support for merchants and end-users across POS terminals, e-commerce gateways, and cross-border card schemes, resolving 95% of inquiries within SLA
• Managed failed transactions, chargebacks, interbank reversals, and settlement discrepancies, ensuring zero potential losses prevented monthly and resolving issues within 24–48 hours.
• Assisted customers with account management, PIN resets, wallet top-ups, and dispute resolution, ensuring secure and seamless access to digital payment services.
• Guided customers through digital payment processes, pay-by-link, phone-number-based payments, and cross-border card acceptance, reducing confusion and repeat support tickets by 30%.
• Handled cross-border card and international payment inquiries, ensuring compliance with Visa, Mastercard, American Express, UnionPay, and other global schemes.

Sales Associate at Smart Mark Limited (2023-06 – 2023-09)

Assisted customers with product selection, order fulfillment, inventory management, and customer service in retail fashion and lifestyle environment.

• Assisted 70+ customers daily in selecting fashion, lifestyle, and beauty products (Nike, Levi's, Tommy Hilfiger, Swatch), providing personalized style guidance that drove repeat purchases.
• Packed and prepared 20–50 online and in-store orders daily for delivery, ensuring accurate items, proper packaging, and timely dispatch.
• Maintained visual merchandising and store displays for over 200 SKUs per outlet, ensuring products were presented according to international brand guidelines.
• Conducted daily inventory audits of 1,500+ items, arranging shelves and back-stock to prevent stockouts and ensure product availability.
• Handled customer inquiries, complaints, and returns professionally, achieving high customer satisfaction and loyalty.

Bachelor of Science (B.Sc.) in Business Management – Benue State University (2021)

West African Senior School Certificate Examination (WASSCE) – Early Harvest International School (2012)