Gbemileke Akinwotu
Alimosho,Nigeria
Summary
Highly organized and diligent fintech professional with extensive expertise in the financial services industry. Proven ability to swiftly grasp complex procedures and processes, coupled with a strong aptitude for fast learning. Eager to collaborate with a dynamic team in a challenging and competitive environment. Determined to continually enhance professional skills and competencies, leveraging potential to make a substantial contribution to the growth and success of the organization.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Product Operations Associate, Transfers
Nomba Financial Services Limited
Lagos, Nigeria
03.2022 - Current
- Optimized Transaction Routing:
Utilized data-driven insights for efficient transaction routing, ensuring successful transactions and contributing to 15% reduction in transactional issues. - Proactive Issue Resolution:
I monitored real-time transactions, promptly retrying/refunding failed attempts. Achieved 20% improvement in successful transaction rates, enhancing overall customer satisfaction. - Collaborative Product Development:
Worked with product managers and developers, defining features for seamless integration. Enhanced Funds Transfer product, aligning it with market demands. - Strategic Fund Management:
Owned Funds Transfer product, implementing strategic fund management practices for seamless transactions. Collaborated with the finance team to maintain adequate funds, ensuring consistent transaction - Effective vendor communication:
Engaged with vendors via email/Skype, ensuring timely issue resolution. Fostered collaborative relationships, contributing to 25% reduction in escalations. - Fraud Prevention and KYC Management:
Collaborated with fraud team in conducting diligent KYC procedures. Achieved 30% reduction in fraud-related incidents, ensuring transaction security. - Cross-Functional Collaboration:
Represented Funds Transfer product across the organization, fostering collaboration with tech, product, design, and marketing teams. Ensured cohesive approach to product development and marketing initiatives.
Customer Success Associate (Remote)
Nomba Financial Services Limited
Lagos
06.2021 - 03.2022
- Comprehensive Customer Support:
Demonstrated extensive product knowledge, addressing over 80 daily customer concerns, questions, and inquiries across multiple channels, resulting in a 20% improvement in customer satisfaction. - Proactive Account Management:
Successfully reduced customer churn by 15% through proactive account management, anticipating potential issues, and implementing tailored retention strategies. - Cross-Functional Collaboration:
Collaborated with cross-functional teams, including technical, marketing, and product teams, by escalating issues and relaying feedback. Ensured follow-up on escalations for timely resolution of customer issues. - Effective Escalation Handling:
Efficiently handled escalations of complex issues, contributing to a swift and effective resolution of problems and reducing unresolved customer issues by 25%. - Utilization of Software Tools:
Effectively utilized various software programs, including CRM systems and communication platforms, streamlining customer interactions and issue resolutions, leading to a 30% improvement in efficiency. - Performance Goal Achievement:
Consistently met and exceeded performance goals, assisting colleagues and collaborating across departments to resolve customer-related issues, contributing to a 15% improvement in overall team performance. - Outstanding Communication and Follow-Up:
Acknowledged for outstanding communication and diligent follow-up on escalated cases, resulting in a notable decrease in unresolved customer issues. Received commendations from numerous customers for delivering exceptional service and surpassing expectations in resolving concerns promptly and positively.
Contact Center Agent / Loan Recovery Agent
FairMoney Microfinance Bank
Lagos, Nigeria
09.2019 - 05.2021
- Financial Analysis and Payment Solutions:
Conducted comprehensive financial analyses for loan defaulters, implementing optimal payment solutions that contributed to a 20% increase in successful debt recovery. - Technology-Driven Debt Recovery:
Utilized computer technology to efficiently manage a daily average of 70 customer calls, resulting in a 25% improvement in debt recovery rates and the negotiation of successful payment plans. - Record-keeping with CRM technology:
Maintained meticulous records of customer interactions using Customer Relationship Management (CRM) technology, ensuring accuracy and organization in handling over 500 customer cases monthly. - Customer Education:
Enhanced customer satisfaction by providing valuable knowledge and skills, contributing to a 15% increase in customer retention and the effective utilization of the company’s products and services.
Customer Service Representative
MATED Enterprise
Lagos, Nigeria
01.2018 - 08.2019
- Consistent Client Communication:
Sustained regular communication with 100+ clients, ensuring ongoing satisfaction with products and services. - Prompt and Quality Customer Responses:
Achieved response time of under 24 hours, providing prompt and quality responses to over 50 customer inquiries daily, showcasing commitment to excellent customer service and satisfaction.
Education
Bachelor of Arts - History and International Studies
Adekunle Ajasin University
Akungba-Akoko 11.2011 - 11.2015
Skills
- Process Improvement
- Product Knowledge
- Product Performance Monitoring
- Data-driven decision-making
- Customer-Centric Approach
- Task Prioritization
- Multitasking Abilities
- CRM Software Expertise
- Technical Proficiency
- Relationship Building
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Certification
- Jobberman Soft Skills Certification (05/01/20)
- Coursera Certifications, including Fintech: Foundations, Payments, and Regulations (University of Pennsylvania, 2023)
- LinkedIn Learning Certifications in Scrum, Product Management, and Customer Service
Languages
English
Proficient (C2)
French
Elementary
References
References available upon request.
Timeline
Product Operations Associate, Transfers
Nomba Financial Services Limited
03.2022 - Current
Customer Success Associate (Remote)
Nomba Financial Services Limited
06.2021 - 03.2022
Contact Center Agent / Loan Recovery Agent
FairMoney Microfinance Bank
09.2019 - 05.2021
Customer Service Representative
MATED Enterprise
01.2018 - 08.2019
Bachelor of Arts - History and International Studies
Adekunle Ajasin University
11.2011 - 11.2015
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