Aderibigbe Adeola Ruth
Ikeja
Summary
Results-oriented Client Support Specialist with 4 years' experience in banking and fintech. Expertise in customer relationship management, complaint resolution, and digital banking support. Skilled in resolving complex issues and improving service delivery while maintaining high SLA compliance. Committed to enhancing customer satisfaction and operational efficiency, with a focus on impactful communication and team collaboration.
Overview
7
7
years of professional experience
Work History
Client Support Officer / CX Value Management
Polaris Bank Limited
Ikeja, Lagos State
11.2024 - Current
- Resolve high-volume customer enquiries and complex banking complaints while maintaining excellent customer satisfaction.
- Collaborated with internal departments to facilitate timely resolution of escalated customer cases.
- Conduct root-cause analysis on recurring customer issues and recommend process improvements.
- Prepared weekly customer experience reports that identified complaint trends, SLA performance, and service improvement opportunities.
- Support customers with digital banking services including mobile banking, account activation, cards, and online transactions.
- Managed customer records using CRM systems, ensuring accurate documentation and minimising duplicate case handling.
- Consistently maintain professionalism while handling sensitive customer information.
Customer Support Specialist
Opay Limited Company
Ikeja, Lagos State
02.2022 - 09.2024
- Managed high-volume customer enquiries regarding transfers, wallet funding, payments, POS services, and account management, ensuring prompt and accurate responses.
- Resolved failed transactions, chargebacks, refunds, and payment disputes, facilitating timely outcomes for customers.
- Gathered customer feedback and partnered with internal teams to enhance product features and service quality.
- Created knowledge-based articles that improved response consistency and reduced average handling time.
- Maintained detailed customer interaction records using CRM systems.
- Escalated fraud-related cases following company compliance procedures.
Collections Specialist
XGO Finance Limited
Ikeja, Lagos State
01.2021 - 10.2021
- Achieved consistent recovery targets through effective customer engagement and negotiation.
- Managed delinquent loan portfolios, negotiating sustainable repayment arrangements that improved recovery outcomes.
- Collaborated with credit and legal teams on escalated recovery cases, facilitating effective resolution strategies.
- Maintained comprehensive documentation of customer interactions and repayment agreements to ensure transparency and compliance.
- Educated customers on responsible borrowing and financial management.
Administrative Officer (NYSC)
Government Secondary School Jebba
Jebba, Kwara State
11.2019 - 11.2020
- Managed school office operations, coordinating scheduling and inventory control for teaching supplies to optimise resource availability.
- Maintained accurate student and staff records, acting as point of contact for parents and students to ensure effective communication and support.
- Processed receipts and maintained financial records for school activities under supervision, ensuring transparency and accountability in financial management.
- Assisted with exam timetabling and logistics, ensuring smooth administration of internal assessments.
- Supported onboarding of temporary staff and volunteers, providing induction and office orientation.
Education
National Diploma - Banking and Finance
Federal Polytechnic, Ilaro
Ilaro, Ogun State, Nigeria09-2012
Higher National Diploma - Accounting
Gateway Polytechnic, Sapade
Sapade, Ogun State, Nigeria07-2018
Senior Secondary Certificate Examination - WAEC
Great Grace Private School
Ayobo, Lagos State, Nigeria06-2010
Bachelor of Science - Accounting (In view)
Miva Open University
Abuja, F.C.T, Nigeria01-2026
Skills
- Customer Relationship Management (CRM)
- CX data analysis
- Client Experience (CX) strategy
- Multi-channel support
- Escalation & complaint resolution
- Collections & debt recovery negotiation
- customer feedback collection
- process improvement
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Ticketing systems (Zendesk / Freshdesk)
- customer service
- data analysis
- Time management & prioritisation
- Keen Attention to detail
- Problem solving & calm under pressure
- Team collaboration & Adaptability
- Empathy & active listening
- Clear verbal & written communication
- Resilience & persistence
- Confidentiality & discretion
- Cultural sensitivity & professionalism
- Initiative & ownership
- Office and CRM tools
- team collaboration
- customer relationship management
Languages
Fluent in English
Yoruba
German
Custom
Available Upon Request
Timeline
Client Support Officer / CX Value Management
Polaris Bank Limited
11.2024 - Current
Customer Support Specialist
Opay Limited Company
02.2022 - 09.2024
Collections Specialist
XGO Finance Limited
01.2021 - 10.2021
Administrative Officer (NYSC)
Government Secondary School Jebba
11.2019 - 11.2020
National Diploma - Banking and Finance
Federal Polytechnic, Ilaro
Higher National Diploma - Accounting
Gateway Polytechnic, Sapade
Senior Secondary Certificate Examination - WAEC
Great Grace Private School
Bachelor of Science - Accounting (In view)
Miva Open University