Email & Digital Support
Building exceptional
customer
experiences.
Hi, I'm Nifemi. I help customers find answers, solve problems, and leave conversations feeling heard. With experience in customer support, merchant relations, and operations, I'm looking for opportunities where I can create exceptional customer experiences for teams around the world.
01 · About
Why I do what I do…
I am naturally drawn to understanding the user journey on customer-facing platforms.
What drives my work in customer support is not just closing a ticket, but investigating an issue through systems, data, and internal teams until the root cause is resolved.
From urgent escalations to routine user queries, I stay in customer support because I love taking high-stress user friction and turning it into a clear, seamless resolution.
02 · Results
Numbers that move.
81%
CSAT score
5K+
Customer tickets resolved
6%
Revenue growth from merchant engagement
<1hr
Response time maintained
03 · Experience
Growing through every conversation.
Feb 2026 — Jun 2026
Key Account Manager
Squad by HabariPay (GTCO)
Moved into account management after starting in customer support, partnering with SME merchants to help them get the most out of Squad's payment solutions.
- Increased revenue by 6% through proactive client engagement and consistent relationship management.
- Prevented merchant churn and recovered at-risk volume by analyzing daily transaction reports to identify and re-engage declining accounts.
- Partnered with internal teams to resolve complex payment and settlement issues, improving account health and driving merchant satisfaction.
2025 — 2026
Customer Service Representative
Squad by HabariPay (GTCO)
My introduction to fintech, where I learned to stay calm under pressure while helping merchants navigate payment challenges.
- Handled 60+ merchant enquiries daily across digital channels, maintaining 94% customer satisfaction and 98% compliance with response-time targets.
- Resolved 20+ complex payment and account issues weekly, auditing transaction records and cross-collaborating with internal teams to fix failed payments and settlement discrepancies.
- Reduced ticket backlog by 30% through improved triage strategies, prioritizing overdue cases, and creating self-help account setup guides that cut onboarding enquiries by 20%.
2022 — 2025
Front Desk & Administrative Officer
Monument Future School
The first point of contact for parents, staff, and visitors, ensuring the front office ran smoothly while creating a welcoming experience for everyone.
- Managed enquiries, appointments, and day-to-day administrative operations in a busy school environment.
- Coordinated communication between parents, staff, and visitors to ensure issues were resolved efficiently.
- Maintained accurate records and provided administrative support across multiple departments.
04 · Toolkit
What I bring to the team…
Core skills
- Customer Relationship Management
- Issue Resolution
- Written Communication
- Active Listening
- Escalation Management
- Documentation
Tools and software
- CRM tools (BoldDesk, Zendesk)
- Slack
- Zoom
- Google Workspace
- Microsoft Office Suite (Teams, Excel, Word, PowerPoint)
05 · Certifications
Learning, on the record.
Datacom Service Desk Job Simulation
Forage · Certificate of Completion · September 2026
06 · Praise
Kind words from the people I've served beside.
“I worked with Nifemi for over 7 months and I thoroughly was pleased. Whenever she was on duty, I had peace because I knew she would perform her tasks excellently. She needed minimal supervision and was solution minded. She will be an asset to every business/company she decides to work in.”
Jessica Chuks-Osuji
Head of Customer Service, HabariPay
“I enjoyed working with Nifemi. She has a willingness to learn and approaches every task with a positive attitude. She's someone you can rely on to follow through, communicate effectively and treat everyone with respect.”
Kofoworola A.
Head of Operations, Monument Future School
07 · Customer Love
Little thank-yous that made my day.
Screenshots and notes from real customers I've helped along the way.
08 · Contact
Let's connect.
Thanks for stopping by. If you think I'd be a good fit for your team or have an opportunity you'd like to discuss, my inbox is always open.
I'd love to hear from you.
- hello@nifemia.com
- Time zone
- GMT+1