Yango

Head of Customer Service, International FinTech & Super-app Services

Head of Customer Service, Rida

Driving change management, optimizing existing systems, and implementing innovative workflows to enhance our global customer and staff experience in 25+ countries. Collaborating with major international stakeholders, I play a pivotal role in supporting various teams such as Recruitment, Training/Onboarding, Content, and others with various efficiency and automation driven adaptation projects, ensuring faster hiring process, seamless integration and exceptional service delivery across all markets in Latin America, Africa, Europe and Asia, all while improving staff work-life balance and experience with their everyday tools by automating a significant amount of manual processes.

International Support Operations Architect

Implementing customer service journeys, systems, internal content and policies for the company’s international rapid food delivery brand Yango Deli. Planning for, hiring and day to day management of 5 international teams.

Workforce management, budgeting, development, reviews. SLA and KPI reviews, analysis and weekly reporting.

Setting up and managing customer service operations in Yango Deli’s new markets. Consulting and supporting fellow heads of support in Russia, France and Israel with process improvements, best practices and customer service strategies.

Head of Customer Service, Yango Deli UK

Xoese Ghana

Serving the organisation as an advocate for its mission to provide education and reproductive healthcare to women affected by PCOS (Polycystic Ovary Syndrome) as well as to combat the social stigma in Ghana around female and male infertility.

My duties include supporting PCOS awareness events and fundraising campaigns, providing executive support, funding and strategic guidance among others.

Board Member

Mode

Onboarding/offboarding, KYC, PeP and sanctions checks, day to day customer service, and account management. Investigating complaints as well as responding to public reviews on App Store, TrustPilot and forum boards. Responsible for investigating all Bitcoin and fiat fraud concerns and reports, liaising with banks and other financial institutions and dealing with recoveries processing. Recruitment and training of CS staff.

Customer Service Manager, Compliance Investigator (Closed)

TallyMoney

Establishing systems, designing processes, and policies relating to customer service, including security and account management procedures. Reporting on Customer Service achievements as well as analysing customer behaviour to improve customer experience. Management of customer service communications and platforms (calls, chats, e-mail, social media), recruiting, managing and training of the customer success team.

Working with the marketing team to set up and manage communication protocols in line with the Tally brand and designing promotional materials.

Customer Service Manager (Seasonal)

Starling Bank

Encouraging, providing focus and supporting the customer services team to achieve their KPI goals. Solving complex escalations and complaints, working with vulnerable customers, delegating tasks and allocating/planning forkforce to meet customer demand both - in advance as well as real time - across all communications channels: live chat, in-app messaging, e-mail and phone support.

Creating a safe and inclusive working environment, analysing, planning and troubleshooting work activities, and day to day management including adherence and performance management. Nurturing multicultural talent and leading by understanding people, finding solutions, formulating new ideas and embracing change together.

Customer Service Team Leader

Booking.com

Liaising between guests and accommodations: modifying reservations, handling special requests and complaints by phone and e-mail, delivering world class customer service; active participation and initiative in various projects within the company and office, promotion of the Booking.com culture and values.

Bilingual Customer Service Executive

Yandex/Yango, Starling Bank, Booking.com

A visible and passionate leader with years of progressive senior experience in international customer service leadership, change management, recruitment, coaching, development and more.

Tenacious in nurturing multicultural and high-performing talent, designing end-to-end customer journeys, implementing processes and systems, securing customer loyalty and forging strong relationships between my customers and the business.

Taplio

Marex Kai Ⓜ️'s Linkedin Analytics

Want to drive more opportunities from LinkedIn?

Taplio

.css-1jgreyo{background-image:linear-gradient(284deg, rgba(39,43,72,1) 0%, rgba(33,47,183,1) 100%);color:transparent;-webkit-background-clip:text;background-clip:text;}Marex Kai Ⓜ️'s Linkedin Analytics

Want to drive more opportunities from LinkedIn?

Marex Kai Ⓜ️'s Linkedin Analytics