Comfort Ndou

In this role, I managed comprehensive customer verification processes including KYC, fraud detection, and document validation. I conducted fraud and duplicate checks using tools such as Mkopanet, XDS, and Freshdesk to ensure data integrity and customer legitimacy. Additionally, I handled refunds and performed allocation analysis to enhance team performance tracking and operational accuracy.

I conducted detailed data analysis to monitor staff productivity and identify reasons for underperformance, maintaining spreadsheets to highlight trends and efficiency reports. I also supported new hires through hands-on coaching and floor support after their formal training. Alongside these responsibilities, I performed various administrative tasks to support daily operations.

To ensure compliance, I created and managed escalation reports to the Fraud Department as needed. I excelled at multitasking across multiple platforms while consistently meeting strict SLA deadlines.

I worked in a customer experience support role focused on business clients. My responsibilities included conducting customer satisfaction surveys, identifying and escalating issues for resolution, and verifying client data to ensure accurate database management. I also collaborated with the quality control team to spot data inconsistencies and contributed to improving client interaction processes for better service delivery.