Patience Itodo, Fintech Analyst

About

A skilled and results-driven Fintech Analyst with a strong background in data analysis, market research, and risk assessment. Possessing a deep understanding of the fintech industry, I excel in interpreting complex financial data, identifying market trends, and providing actionable insights to drive strategic decision-making. With expertise in financial modeling, performance monitoring, and compliance, I am adept at evaluating risks, optimizing operational efficiency, and ensuring regulatory compliance. My strong analytical skills, attention to detail, and ability to communicate complex information in a clear manner make me an asset in supporting business growth and driving innovation in the fintech sector.

Experience

Tek Experts

Mar 2023 – Present

Lagos, Nigeria

Fintech Analyst

Deliver superior customer service at each point of interaction with customers issues within agreed. Communicate effectively with the internal team and customers about complaints and their resolution status. Deliver sophisticated and efficient technical assistance to customers and partners. Prioritize the customer by primarily focusing on a 100% positive feedback rate and total client satisfaction. Conduct research to assist with client problems using Excel, PowerBi, SQL database, Outlook, Microsoft Teams, Azure Active Directory. Liaise with the QA team, in order to maintain templates for downtimes to be communicated both externally and internally.

DE9MICS CONSULTS

Feb 2023 – Present

Lagos, Nigeria

IT Support Engineer: M365 (Apprenticeship)

Communicate with consumers to understand their problems and meet their needs while working with them to troubleshoot problems and provide the right solution. Deliver sophisticated and efficient technical assistance to customers and partners for M365 products, such as Exchange Online, Outlook, Microsoft Teams, OneDrive for Business, SharePoint, and Azure Active Directory. Commerce and Billing, and Microsoft Office Communicate effectively with the internal team and customers about complaints and their resolution status. Conduct research to assist with client problems. Prioritize the customer by primarily focusing on a 100% positive feedback rate and total client satisfaction. Achieve clear internal and external communication by efficiently documenting the case steps and action plan in the ticket case note.

Tek Experts Nigeria

Jun 2022 – Present

Lagos, Nigeria

Global Queue Manager

Monitoring the global queue and assigning incidents before missing response time SLA. Reroute tickets which are out of scope to the respective queue via DFM or Case-buddy. Shift hand-over to the next Queue Manager while providing summary report on daily incidents. For high volume of repeated cases, cascading issue to available managers for investigation by the Engineering Team.

Tek Experts Nigeria

Feb 2021 – Jun 2022

Lagos, Nigeria

Azure Support Engineer

• Stand as first point of contact with customers to support their query virtually via email, phone, Teams and other approved online platforms. • Identify and troubleshoot and provide Support on all Azure Subscription Management related issues. • Building good relationships with customers by taking, owning and closing customer support requests as assigned, then seeking support where required. • Document client needs, problems, interventions and interactions, informing clients as changes occur and possible work around. • Full documentation of query, including all resolution steps to ensure best documentation practices. • Protect confidential and sensitive information and materials. • Liaise and work in collaboration with internal teams and departments for high quality resolution to customers. • Educate and advise client on best product and service that suits business and personal needs. • Provide in clear communication an understanding of client's usage and invoices. • Ensure excellent service delivery by working to resolve customer issues.

ISON BPO International

Oct 2015 – Sep 2018

Ibadan, Nigeria

Customer Care Representative

• Attending to over 200 customers in 8 hours with excellent service delivery. • Responding and resolving existing and prospective customer queries. • Proactively contacting customers to contribute to increased loyalty and profitability. • Delivering appropriate service according to the defined customer segmentation. • Educating subscribers on company's products and services. • Managing angry and irate subscribers. • Maintaining customers for the growth of the Organization. • Creating quality assessment score card, to point out training need analysis for Agent agents. • Collating report at the end of the shift for weekly analysis and presentation. • Provide hands-on support and guidance to colleagues. • Rendering quality, satisfactory and good customer care service. • Monitoring and evaluating performance of new recruits. • Upselling and cross-selling of product. • Training of colleagues on application software's for faster query resolution.

Education

The University of Ibadan

May 2012 – Nov 2018

Bachelor's Degree, Psychology

Patience Itodo

Fintech Analyst

Skills

Languages