ADEDEJI OLALEYE THOMAS

CUSTOMER SERVICE OFFICER | RELATIONSHIP MANAGER

Lagos, NG.

About

Highly accomplished Customer Service and Relationship Management Professional with over 4 years of experience across banking, fintech, and customer support environments. Proven expert in driving operational efficiency and business growth, evidenced by successfully recovering NGN 10 million in loans and consistently achieving 90%+ first-contact resolution rates. Adept at managing high-volume customer interactions, enhancing satisfaction to 100% CSAT, and implementing robust retention strategies to deliver exceptional customer experiences and contribute directly to financial success.

Work

Mida Technologies

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Customer Service Representative

Lagos, Lagos State, Nigeria

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Summary

Led customer service operations for Mida Technologies, managing high-volume interactions and spearheading significant loan recovery initiatives.

Highlights

Successfully recovered NGN 10 million in outstanding loans while ensuring strict compliance and operational accuracy.

Resolved over 90% of customer inquiries on first contact, significantly reducing repeat tickets and enhancing overall customer experience.

Managed 100-200+ daily customer interactions via inbound calls and live chat, addressing a broad spectrum of inquiries, complaints, and recovery requests.

Processed 30-50 daily refunds, including detailed repayment plan modifications and accurate account coordination.

Moniepoint Group

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Business Relationship Officer

Lagos, Lagos State, Nigeria

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Summary

Drove merchant engagement and operational efficiency for Moniepoint Group by managing extensive customer interactions and ensuring high satisfaction.

Highlights

Maintained a 100% CSAT score across 200+ daily customer calls, demonstrating superior remote customer service and support capabilities.

Handled 200+ daily inbound and outbound calls, supporting merchants with account inquiries, POS issues, and transaction disputes, consistently meeting call handling SLAs.

Conducted 100+ outbound follow-up calls, boosting POS adoption and transaction activity, and improving merchant retention and engagement.

Ensured 100% accurate call logs, customer notes, and interaction histories using CRM (3CX, Finnacle) for seamless follow-ups and compliance.

Wema Bank Plc.

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Customer Service Representative

Lagos, Lagos State, Nigeria

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Summary

Delivered exceptional customer service and maintained high operational standards for Wema Bank Plc., ensuring client satisfaction and audit readiness.

Highlights

Achieved a 95% first-contact resolution rate for 50+ daily customer inquiries, significantly boosting customer satisfaction scores.

Improved customer satisfaction ratings from 80% to 95% by upholding stringent banking service delivery standards.

Maintained 100% accurate documentation for all customer interactions, ensuring seamless follow-ups and audit readiness.

Logged and resolved 100+ weekly support tickets using Zendesk, Freshdesk, and Georgias CRM systems, streamlining issue resolution.

Education

Oduduwa University Ipetumodu

Ipetumodu, Osun State, Nigeria
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B.Sc Microbiology

Languages

English

Certificates

Customer Service Excellence

The African Talent Company (Jobberman)

Call Center Operations & Contact Centre Certifications

CURSA

Virtual Assistant: Internationally Accredited Course

Udemy

Sustainable Development Program

Metropolitan School of Business & Management (UK)

Skills

Banking Operations

Retail Banking, Commercial Banking.

Customer Service

Customer Management, Client Retention, Customer Acquisition, Customer Resolution, Customer Satisfaction.

Sales & Business

Sales Management, Cross-Selling, Business Development.

Financial Services

Loan Processing, Financial Reporting, Cash Management.

Tools & Software

Core Banking Systems, CRM Software, Microsoft Office, MS Excel, Financial Reporting Tools, 3CX, Finnacle, Zendesk, Freshdesk, Georgias CRM.