Cynthia Alor

CYNTHIA ALOR Lekki Peninsula , Lagos Phone +234810****955 • E-mail- PROFILE SUMMARY A Customer Experience Associate with a proven record of building strong relationships equipped with the ability to add value through innovation in a challenging business environment. A Support Specialist with over four (4) years of experience in the financial technology sector in Africa, and Europe (EMEA). Proven ability in crafting and executing strategies that improve the overall customer experience. Skilled in fostering cross functional collaboration to ensure smooth onboarding and efficient handling of evolving customer demands. Highly detail-oriented, with a keen ability to identify opportunities to enhance both customer satisfaction and product performance. WORK EXPERIENCE PREMIUM EXPERIENCE ASSOCIATE Flutterwave Solutions Limited • • • Proficiently manage and resolve queries and complaints from enterprise merchants within prescribed SLAs, ensuring optimal customer satisfaction. Cultivate enduring relationships with enterprise merchants by empathetically addressing their concerns and swiftly resolving issues, resulting in an impressive 80% customer retention rate by year-end. Deliver actionable insights derived from enterprise merchant feedback to internal stakeholders, enabling the identification of trends and anomalies to drive product and process enhancements, ultimately reducing churn among enterprise customers. TEAM LEAD, CUSTOMER EXPERIENCE CONSULTANT Flutterwave Solutions Limited • March 2024 – Present December. 2023 – March 2024 Managing a team of under twenty staff members acting as first contacts for overall department lead queries and complaints, achieving 95% customer satisfaction. 1 • • • Managing the various communication channels, ensuring high-quality interaction management and query handling of an active database of three million (3m+) customers with a response time of 3 hours for emails and 1 hour for social media Managing communication and resolution process with internal stakeholders as it involves technical, product, and engineering complaints of all customers Training and Developing members within the team on various products, quality assurance, and various communication skills needed in engaging with customers CUSTOMER EXPERIENCE ASSOCIATE Flutterwave Solutions Limited • • • • • • • • • • • May. 2021 – December 2023 Implemented a mentor/buddy program for new hires, pairing them with experienced team members, resulting in improved onboarding efficiency and a significantly faster ramp-up time for new hires. Champion retail merchants onboarding and integration. Provide support across multiple channels (live chat, calls, social media, emails), effectively managing over 400 customer inquiries per week while maintaining high service levels. Prepare and present Team project reports to Team Leads and CX Management using Google Sheets and PowerPoint. Collaborate with relevant partner teams Technical Support, Product Development, and Engineering, ensuring that 85% of critical issues were resolved within the same business day, thereby enhancing customer satisfaction. Advocate for customer needs during strategy sessions and share the feedback loop with the Products Team. Collaborate with the Product Experience team to identify trends based on customer usage data, ensure product/process updates are clearly communicated, and customer feedback reviewed to discover potential areas of improvement. Admin/Account Assistant Sept. 2018 – May 2019 Glamour Supermarket • Filed and documented accounting records • Handled remittance of statutory deductions to governments and other agencies 2 • • • • • Monitored daily POS receipts in comparison with sales Monitored loyalty points redeemed by each customer Prepared and reconciled all daily sales Received and reviewed daily sales figures and reports Reconciled POS sales receipts and bank statement Customer Care Representative Aug. 2016 – Dec. 2016 Customer Contact Solutions • Adjusted scripted sales pitches to meet the needs of specific individuals • Delivered scripted sales pitch to the customer • Explained the product to potential customers • Handled and resolved customer’s inquiry • Recorded customer details including reaction to the product or service offered EDUCATIONAL QUALIFICATIONS & CERTIFICATIONS Nnamdi Azikiwe University, Awka Bachelor of Arts (B.A) Theatre & Film Studies Akunne Oniah Memorial Secondary School Senior School Certificate Examination (SSCE) Sept. 2014 – Dec. 2018 July 2014 CORE COMPETENCIES ● Customer Experience ● Customer Onboarding ● People leadership and team management ● Enterprise Management ●Stakeholder Management ● Customer retention and Optimization strategy ● Customer success and retention Optimization SKILLS AND KNOWLEDGE AREAS • • • Adroit in providing effective resolution to customer queries related to products and improving relationships with the customer by anticipating customer future requirements Excellent analytical, negotiating, influencing, interpersonal and communication skills (written & verbal) as well as working effectively under pressure and meeting deadlines. Proficient in Microsoft Office Tools (Excel, PowerPoint, Microsoft word) CRM Tools (Salesforce, Zendesk, Intercom, Happy Fox, Avoxi.) 3 • Collaborative Tools (Slack, Cleary) and other software (Appstore, TrustPilot and Google Play Store). TRAINING • • • • • • • Creating Excellent Customer Experience Workshop – HCP 2021 Anti-Money Laundering and Combating the Financing of Terrorism Annual Training – Statis Advisory -) Customer service English essential Udemy 2021 Customer success, how to actively engage your customer Udemy 2021 NASBA CPE: Communication with Empathy Udemy 2022 Complete introduction to business data analysis Udemy 2024 Introduction to Project management with Prince2 Udemy 2025 4