Joseph Ogbo

OGBO, Joseph Maugbe 10, Olushola Ade street Saint Saviour bustop Ikotun-Ijegun, Lagos. --.linkedin.com/in/joseph-ogbo-76ba81168/ CAREER OBJECTIVE Self-driven and reliable administrative professional with a proven track record of success in providing customer-focused support and driving organizational growth. Proven ability to communicate effectively, apply knowledge and logic to work, manage multiple projects simultaneously, and work independently and as part of a team. Committed to continuous learning and improvement. CORE COMPETENCIES ➢ ➢ ➢ ➢ Excellent communication Time Management and Organisation Multitasking with loose supervision Decision making and Problem solving ➢ ➢ ➢ ➢ Ability to synthesize information Team player Assertiveness and influence Critical and analytic thinking TRAINING/ ACHIEVEMENTS/ AWARDS • Scrum Foundation Professional Certificate SFPC • Cisco Cyber Threat Management (CISCO) • Cisco Cybersecurity Essentials (CISCO) • Cisco Cyber Introduction to Cybersecurity (CISCO) • Skillsoft Product Management: An overview • Skillsoft Effective Digital Community Management • Certificate of Completion Building Fintech Products for Africa • Certificate of Cloud Security Knowledge (Cloud Security Alliance) • Cyber Threat Management (CISCO) • Network Defense (CISCO) • Security Compliance, Governance, and Frameworks (Pluralsight) • Product Strategy Micro-Certification (Product School) - WORK EXPERIENCE Service Monitoring Officer, Kuda Bank March 2024 – Present Job Description: • Identify critical systems for monitoring • Deployment and support of the tools like Datadog, AWS CloudWatch in use to monitor systems and applications • Perform continuous reports on the status of all technology services • Escalate identified issues to the proper personnel and follow through on the resolution of such issues • Run daily maintenance checks, run DB queries, upgrade agents to the latest versions and verify-update configuration when needed • Work closely with Technology support & IT Support (IS Admin) teams to ensure proper support is provided to their customers Customer Onboarding Specialist, Kuda Business August 2023- March 2024 • Spearhead the onboarding process for new Kuda Business clients, ensuring a seamless and personalized experience from the initial sign-up to full system integration. • Provide in-depth product demonstrations, educating clients on Kuda Business tools and features to maximize platform usage and drive business outcomes. • Collaborate closely with cross-functional teams (sales, product, and technical support) to address client-specific needs, ensure smooth system integrations, and resolve any technical issues that arise during onboarding. • Guide clients through account setup, compliance verification, and the implementation of financial solutions tailored to their business models. • Develop and maintain comprehensive onboarding documentation and tutorials to streamline the process and ensure consistency in service delivery. Achievements • Successfully onboarded over 500 new business clients, contributing to a 40% growth in Kuda Business’ customer base within one year. • Reduced onboarding time by 30% through the creation of a streamlined, standardized onboarding framework, improving overall client experience. • Played a key role in increasing customer retention rates by 25% by delivering personalized onboarding experiences and ongoing client support. • Achieved a 95% customer satisfaction rate during the onboarding process, with clients praising the clarity, responsiveness, and effectiveness of the onboarding approach. • Collaborated with the product team to identify and resolve pain points in the onboarding process, leading to a 20% reduction in support tickets related to initial setup and integration. Customer Support Specialist, Kuda Bank • • • • • • • • • July 2022- March 2024 Job Description: Act as first point of contact to customers working across multiple interaction channels Maintaining a positive, empathetic, and professional attitude towards customers always Provide adequate support to mobile banking customers who face issues with transactions, account access, or any other mobile banking-related issues. Ensure that all escalated disputes are properly reviewed and resolved within the agreed SLA according to CBN guidelines. Ensure that all customer interactions, feedback and complaints are appropriately logged for tracking Made use of the Jira, Application to complete customers request and resolve complaints. Ensures the security of the mobile banking system by monitoring and identifying suspicious activities by blocking channels of fraudulent activities on customers account upon discovery or report. Maintaining the mobile banking system and ensuring that it is up-to-date and functioning correctly. Generating reports related to mobile banking transactions, system performance, and other relevant metrics. Achievements • • • • Achieved an abandonment rate of less than 5%, which is considered the highest ever within the team. Consistently improved the NPS (Net Promoter Score) score with above 50. Reduced the AHT (Average Handle Time) while maintaining a high level of customer satisfaction. Reduced the escalation rate to less than 5% with adequate resolution. Customer Support Specialist – Azure Billing and Subscription April 2021- June 2022 Job Description • Served as the primary contact for customer inquiries across multiple channels, expertly resolving complex billing and subscription management issues. • Empowered cloud users with tailored recommendations for cost management and optimization, resulting in substantial cost savings for enterprise clients and improved budget planning. • Developed deep expertise in Azure Cloud billing and subscription management, efficiently handling more than 2,100 support cases with a 95% success rate in resolving issues. • Partnered with global sales, engineering, and product teams to troubleshoot critical issues, facilitate account adjustments, and deliver prompt, high-quality solutions in line with customer needs. • Conducted in-depth analysis of cloud consumption trends and reconciled billing discrepancies, transforming complex data into actionable insights that informed customer decision-making. • Streamlined support workflows and minimized response times, enhancing overall service delivery and achieving consistently high customer satisfaction scores. Customer Service Representative, Multichoice Nigeria Jan 2020- Mar 2021 Job Description • • • • • • Open and maintain customer accounts by recording account information Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution Maintain financial accounts by processing customer adjustments Recommend potential products or services to management by collecting customer information and analysing customer needs Prepare product or service reports by collecting and analysing customer information Use telephones to reach out to customers and verify account information Achievements • • • Resolved customer’s complaints while identifying problems and taking appropriate corrective action, increasing client retention ratio significantly Demonstrated professional etiquette and manners, improving 30% positive feedback immediately Consistently met performance milestone in speed, accuracy and milestone EDUCATION Lagos State University, Ojo, Lagos 2014 -2018 Bachelor of Science in Political Science; Second Class Upper Division Lagos State Model Senior Model College, Kankon Badagry, Lagos State - Secondary School Leaving Certificate (SSCE) SKILLS AND INTEREST • • • • • Proficient in Microsoft Word Excel PowerPoint HTML CSS and JavaScript REFEREEES Dr Adewale Aderemi Director General, National Institute for Legislative and Democratic Studies.-- • • • • • • SQL, Datadog Azure AWS CloudWatch Intercom Jira Mr Sixtus Onyekwere Lecturer in Economics, Centre for the Study of the Economics of Africa (CSEA)-- • • • • Zendesk Cybersecurity Product Management Product Operations, • IT Governance, Risk and Compliance (GRC) Mr Charles Adeniyi Director of Education, Lagos State ministry of Education--