Abby Ademuyiwa

- Improved customer satisfaction by 97% for 3 consecutive quarters. - Trained 4 new hires, elevating them into top-performing team members. - Achieved a 98% Quality Assurance (QA) rating for 3 consecutive quarters. - Spearheaded bi-weekly training sessions that led to a tremendous process improvement and productivity.

AZA is an established provider of currency trading solutions which accelerate global access to frontier markets through an innovative infrastructure. By leveraging cutting edge technology in our flagship products, TransferZero and BFX, AZA is able to significantly lower the cost and increase the speed of business payments to and from frontier markets. TransferZero is our B2B2C product, which provides both wholesale currency purchase and retail settlement via our robust API. BFX is our B2B over-the-counter platform for businesses with wholesale currency needs, especially those paying partners and suppliers. Our partners utilise our hybrid financial infrastructure and deep local knowledge to manage liquidity and send payments to dozens of bank networks and mobile money operators across Africa. Licensed by the UK’s FCA and the Bank of Spain, AZA is a market-maker in every major African currency. Launched in Nairobi, AZA now has offices in Lagos, London, Luxembourg, Madrid, and Dakar.

● Identified a critical product knowledge gap and facilitated a bi-weekly knowledge training program, empowering colleagues with essential expertise and fostering a culture of continuous learning. ● Pioneered a customer-centric advocacy approach, elevating their needs and feedbacks as the paramount yardstick for fueling ongoing product enhancement. ● Collaboratively partnered with the product team to deliver and launch innovative functionalities on the ‘MyAXA App’, resulting in a significant improvement in usability and a seamless user experience.

1. Managing all in-bound and out-bound calls by resolving customers' inquiries/complaints via phone and mail. 2. Reaching out to customers via phone/mail, validating their account information and verifying from them if they are satisfied with our service delivery. 3. Carrying out survey on some of our product with a view to receiving feedback(s) from customers for decision making. 4. Identifying and assessing customers’ needs to achieve satisfaction. 5. Building sustainable relationships and trust with customer accounts through open and interactive communication 6. Handling customer complaints, providing appropriate solutions and alternatives within the time limits and following up to ensure resolution. 7. Taking extra mile to engage customers