OSAGIE CYNTHIA
ADESUWA
Address
Ogudu, Lagos
Phone
Email
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Objective
A highly motivated and brilliant UX researcher . At FairMoney, I utilize a mix of qualitative and
quantitative research strategies to facilitate data collection and analysis . I collaborate w ith the
product management and dev teams to produce informed design suggestions and generate 99.5%
user satisfaction scores.
Education
Federal College of Dental Technology and Therapy, Trans-Ekulu, Enugu-|
Immaculate Comprehensive Secondary school- 2012
Our Lords’ Shepherd International School, Independence layout, Enugu-
Good News Nursery and primary school-
Holy Cross Nursery and Primary School-
Experience
User Experience Researcher
FairMoney, Nigeria
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Partner with designers, product managers and business stakeholders to prioritize
and plan user research studies.
Recruit research participants for individual user research studies and broader
strategic needs such as personas and roadmap discovery and prioritization.
Identify and implement user research methods that achieve desired objectives.
Effectively translate user research findings into actionable insights.
Communicate and demonstrate the value of user research to various internal
stakeholders
Quality Assurance Analyst
FairMoney, Nigeria
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October, 2021 till date
March 2021 - October, 2021
Paystack escalations
Monitoring all customer service channels of interactions
Evaluation of agents’ performance
Perform necessary system transactions related to customer request.
Creating routine intensive care and feedback processes after evaluating the
performance of agents.
Bringing low performers up to speed
Identify and report on customer impacting trends.
Generate periodic reports and other ad-hoc reports as requested by team lead.
Educate customer on use of products and services.
Enlighten and educate customers on new products and initiatives within the
company.
Use organization and time management tools to track cases and meet turn-aroundtimes and other required metrics.
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Identify and resolve customer queries effectively and efficiently, whilst maintaining the
acceptable service quality standard.
Follow through on customer queries ensuring prompt resolution and feedback.
Document actions taken to resolve client problems.
Creating motivational activities to improve quality performance
Maintain Integrity of managing subscriber data/information.
Onboarding of new agents
Escalate and route customer issues to the relevant process operators.
Customer service representative
FairMoney, Nigeria
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Resolve customer complaints through phone or email
Use telephones to reach out to customers
Sell products and services
Handle changes in policies and renewals
Inform customer of deals and promotions
Suggest solutions when a product malfunctions
In charge of Paystack escalations
On boarding of new agents
Collection Specialist
FairMoney, Nigeria
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April, 2018 – April, 2019
Attended the medical outreach organised by my CDS group during my service year.
Served in caring for dental patients in the dental clinic
Dental therapist intern
Military hospital Lagos, Nigeria
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October, 2019- November 2019
Keep track of assigned accounts to identify outstanding debts
Plan course of action to recover outstanding payments
Negotiate payoff deadlines or payment plans
Handle complaints or questions
Investigate and discover discrepancies.
National Youth Service
Airforce hospital Ikeja, Lagos
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November, 2019 – March, 2021
Participated in oral health talks
Attended clinical meetings
Carried out clinical practise
Skills
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Excellent IT skills
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Excellent theoretical knowledge
2017 – 2018
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Attention to details
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Time management skills
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Collaboration skills
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Analytical thinking skills
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Usability testing
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Qualitative and quantitative researching
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Market Analysis
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Problem solving skills
