Kehinde B.
Senior Customer Service and Support Specialist
Open to offersNew to PlatformAbout
Kehinde B. is a seasoned Customer Service and Support Specialist with over 6 years of experience in the fintech and service-driven sectors. Throughout his career, he has excelled at delivering impactful customer engagement strategies, resolving complex service issues, and enhancing operational efficiency. Recognized for maintaining high satisfaction scores, he demonstrates a strong ability to handle high-volume interactions with strict SLA adherence. At Pamo Token, he achieved top-tier performance by maintaining the highest chat handling volume and customer satisfaction scores within his first year. His expertise in dispute resolution and workflow optimization led to a flawless resolution rate of over 200 transaction-related issues weekly. At Paystack, he played a pivotal role in recovering fraudulent transactions with over a 60% success rate and achieved an impressive quality assurance score of 98.62% in his initial month. Moreover, Kehinde's proficiency in tools such as Intercom, Zendesk, and Metabase supports his ability to streamline support processes, ultimately improving customer experience and driving measurable business outcomes.
Experience
Customer Support Executive
Pamo Token · 2025 — PresentManage over 1,000 weekly chats utilizing Intercom and internal systems while ensuring timely responses and adherence to service standards. Guide new users through platform features to enhance onboarding experiences and reduce early-stage support inquiries. Maintain continuous support coverage and consistent service delivery across rotating shifts. Coordinate escalations to resolve trade disputes and transaction issues, thus reinforcing platform reliability. Address complex trade and banking-related concerns to improve dispute handling efficiency.Dispute Resolution/Customer Success Associate
Paystack (BPO) · 2022 — 2025Handle high-volume customer interactions within a distributed team by managing an average of 70 tickets per day while meeting SLA targets. Resolve over 200 transaction issues weekly achieving a flawless resolution rate. Address fraudulent bank transactions with a KYC recovery rate exceeding 60% while implementing effective solutions. Provide technical support to an average of 90 customers daily across various communication channels, contributing to a 95% customer satisfaction rate.Customer Service Support
iHome Limited · 2019 — 2022Oversee an average of 200 customer inquiries weekly, achieving an 80% satisfaction rate and accumulating positive feedback. Collaborate effectively with the sales and product teams to identify and mitigate frequent customer issues, resulting in a significant reduction in support requests. Enhance the customer service ticketing system to bolster operational efficiency and improve response times for customer inquiries. Proactively identify potential customer issues leading to reduced complaints and increased retention.Digital Marketing & Social Media Intern
Girlead · 2022 — 2022Manage social media accounts by implementing community management strategies that boost engagement through prompt customer interactions. Create compelling content for various social media platforms, contributing to increased impressions and click-through rates. Collaborate with cross-functional teams to execute email marketing campaigns that improve open and conversion rates. Analyze digital marketing campaign performance to identify improvements, resulting in higher returns on investment.Customer Service Representative
A King’s Computer · 2018 — 2019Troubleshoot customer issues, achieving a notable increase in satisfaction, surpassing company averages. Provide extensive support by addressing customer concerns and implementing product marketing strategies to improve retention rates. Utilize CRM tools to maintain accurate records of customer interactions, streamlining the service process and offering insights for enhancements.
Skills & Expertise
Education
- Master of Business Administration, Marketing (MBA)Ajayi Crowther University · — — 2025
- Bachelor of Science (BSc.), Political ScienceUniversity of Ibadan · — — 2018
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