Barakat Abisoye Raji
Dispute Resolution
Lagos
Summary
Experienced professional with a diverse background in sales, customer service, operations, graphic design, and social media management. Currently excelling as a Dispute Resolution Personnel at Marasoft Pay, taking charge of training and mentoring new hires and existing employees. Skilled at building strong relationships within and outside the company. Eager to leverage strong teamwork skills in a new opportunity to apply and expand my skill set.
Overview
5
5
years of professional experience
51
51
years of post-secondary education
Work History
DISPUTE RESOLUTION TEAM LEAD/ GLOBAL HEAD
Marasoft Pay
9 2023 - Current
- Led and coached team to provide consistent, fast service
- Coordinated operations between departments by consulting with management and supervisors
- Communicated with team members on job functions, responsibilities, and financial goal
- Led team meetings and brainstorming sessions to evaluate goal progress and support project deadlines
- Trained employees to follow standard work processes and learn role-specific skills
- Coached team members to maintain positive, friendly attitude and behaviors
- Prioritized workflow and resolved daily operational challenges to support goal achievement
- Coordinated operations between departments
- Supervised team of 3 employees to maintain optimal performance and consistent operations.
OPERATIONS MANAGER, CUSTOMER EXPERIENCE
Marasoft Pay
05.2022 - 09.2023
- Developed and executed action plans to enhance customer service
- Improved customer acquisition, retention, and engagement
- Established communication strategies for major initiatives
- Fostered internal partnerships to improve customer service
- Recommended procedural changes to enhance services
- Resolved customer disputes and chargebacks
- Implemented operational and escalation processes
- Scheduled meetings with banking partners to resolve disputes
- Maintained positive relationships with banking partners
- Supported team through regular communication and coaching.
- Organized quarterly town hall meetings to foster open communication among employees about company updates.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
OPERATION/CUSTOMER SERVICE (LOGISTICS)
Errandlr
12.2021 - 08.2022
- Negotiated contracts with transportation vendors, consistently obtaining favorable pricing and delivery schedules
- Coordinated customers' contracts and arranged timely shipments to meet delivery targets
- Set schedules and assigned work to effectively handle different demand levels
- Coordinated delivery times and locations by issuing clear shipping and routing instructions
- Tracked goods en route and worked with dispatchers and drivers to expedite order.
- Improved team productivity through effective training programs focused on communication and problem-solving skills.
- Enhanced customer satisfaction by streamlining logistics processes and implementing efficient systems.
CUSTOMER SERVICE (IT)
Traindemy
10.2019 - 03.2020
- Served as friendly first point of contact for customer inquiries
- Kept updated on available products, services and promotions
- Provided key information to supervisors regarding customer issues or complaints
- Remained calm, composed and polite to deescalate aggressive customer behavior
- Engaged with customers to understand needs, resolve issues, and answer product questions.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Delivered personalized recommendations based on individual customer needs, driving sales growth.
Education
BACHELOR OF SCIENCE - COMPUTER SCIENCE -
Taisolarin University of Education
Skills
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
Skilled in using Google Sheets for data management
Knowledgeable in graphic design software (eg, Adobe Photoshop, Canva)
Dispute resolution
Team Management
Motivational Abilities
Client Retention Strategies
Goal Setting and Achievement
Complaint Investigation
Teamwork and Collaboration
Customer service excellence
Accomplishments
- Supervised team of 2 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- AWARDS : Outstanding Performance
CEO Appreciation Award
Timeline
OPERATIONS MANAGER, CUSTOMER EXPERIENCE
Marasoft Pay
05.2022 - 09.2023
OPERATION/CUSTOMER SERVICE (LOGISTICS)
Errandlr
12.2021 - 08.2022
CUSTOMER SERVICE (IT)
Traindemy
10.2019 - 03.2020
DISPUTE RESOLUTION TEAM LEAD/ GLOBAL HEAD
Marasoft Pay
9 2023 - Current
BACHELOR OF SCIENCE - COMPUTER SCIENCE -
Taisolarin University of Education
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Almost everything worthwhile carries with it some sort of risk, whether it’s starting a new business, whether it’s leaving home, whether it’s getting married, or whether it’s flying into space.
Chris Hadfield
Awards
- Outstanding Performance, 2023
- CEO Award of Appreciation, 2023