Muyiwa Samuel

Muyiwa Adenusi Lagos, Nigeria - - http://linkedin.com/in/muyiwa-adenusi-698b37132/ SUMMARY Associate Customer Support Manager with 3 years of experience in customer service. Strong understanding of supporting customer delivery to strategic and operational goals through managing a team of customer service agents. Applying for the position of Customer Service Manager to drive customer satisfaction through leveraging CRM. EXPERIENCE Customer Support Manager Access Bank Plc.August 2020 - Present, Lagos, Nigeria • Increased the regions' CSAT index from 86% to 92% in two years by implementing the swift resolution of customer issues to preserve customer loyalty while complying with company policies. • Collaborated with developers to automate the transaction flow of the rand eliminate the manual input process, increasing the transaction count by 26% in 3 months. • Implemented same-day resolution of dispense error transactions on all the branch's ATMs by introducing advanced system maintenance practices. Customer Support Specialist Access Bank Plc.March 2019 - August 2020, Lagos, Nigeria • Recorded 10,000 + successful foreign payment transfers in 2 years (best in the region) by implementing global compliance and audit best practices. • Mastered 4 payment software in 2 months by running multiple test transactions and learning from mistakes. • Increased branch CSAT score by 22% in 4 months by building a strong relationship with card processors/schemes to reduce the TAT for the resolution of failed transactions. • Collaborated with products, compliance, and IT departments to integrate a new software that improved the ETA foreign transfer from 1 day to 8 hours. EDUCATION Bachelor of Engineering in Civil Engineering • Federal University of Technology, Akure • Akure, Nigeria • 2015 CERTIFICATIONS Google Data Analytics Professional Certificate Google Inc. • 2022 AWS Machine Learning Foundations Udacity • 2021 Introduction to Data Analytics Udacity • 2021