Olaedo Onyemere
Lagos
Summary
Aspiring QA intern with a strong foundation in customer service and dispute resolution, managing over 15,000 chargeback cases monthly with a 90% resolution rate. Skilled in analytical thinking, attention to detail, and process optimization. Eager to apply problem-solving skills to contribute to high-quality software delivery. Committed to learning new testing tools, techniques, and best practices to drive effective quality assurance processes in the tech industry.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Chargeback Analyst
Moniepoint Inc
08.2022 - Current
- Establish significant reduction in chargeback rates from 30% to less than 0.9% monthly by conducting thorough case analysis and collaborating effectively with cross-functional teams, resulting in enhanced customer retention.
- Resolve 90% of disputes weekly, efficiently managing over 15,000 chargeback cases monthly while ensuring compliance with industry standards and maintaining high customer satisfaction.
- Identify and report cases of suspected fraud, actively safeguarding company from financial and reputational risks through close collaboration with fraud and risk management teams.
- Implement process improvements that enhance dispute resolution efficiency by 25%, reducing case turnaround time and significantly improving overall team productivity.
- Develop and maintain comprehensive documentation of chargeback processes and outcomes, ensuring transparency and facilitating continuous improvement in dispute resolution practices.
Customer Success Executive| Digital banking
Moniepoint Inc
04.2021 - 07.2022
- Sole customer support representative for the newly launched digital banking team, effectively managing customer inquiries and support operations in collaboration with product managers.
- Oversaw the supervision and successful delivery of ATM cards to customers, ensuring timely fulfillment and seamless service, contributing to increased customer satisfaction.
- Verified KYC (Know Your Customer) documentation, ensuring compliance with regulatory standards and improving the onboarding process for customers.
- Managed onboarding processes for 80+ customers weekly, streamlining procedures to improve efficiency and enhance the customer experience.
- Trained and supported 10+ agents, improving their capabilities in handling client inquiries and contributing to enhanced customer service standards.
- Resolved 90% of client issues within the same day, ensuring prompt and effective resolutions that enhanced customer retention and satisfaction.
Welfare Officer
NSASA- Covenant University Chapter
08.2019 - 11.2020
- Collaborated with university administration to address student welfare concerns, effectively advocating for improved living conditions, mental health support, and access to academic resources, resulting in a stronger sense of community and well-being among students.
- Led welfare initiatives for over 200 students, coordinating access to support services such as counseling, health services, and financial aid assistance, ensuring students received the help they needed.
- Organized and facilitated welfare-related events, ensuring the physical and mental well-being of students was prioritized within the university community.
Human Resource/Business Development Intern
Lonadek Global Services
06.2019 - 07.2019
- Contributed to business development strategies by conducting market research and identifying opportunities within the oil, gas, and energy sectors, assisting the team in developing tailored service offerings.
- Scheduled interviews for candidates, streamlining the recruitment process to attract top talent for various technical and consulting roles, enhancing the company's capacity-building initiatives.
- Facilitated training sessions for staff of oil and gas companies, focusing on technical skills and project management competencies, which improved workforce performance and supported local content development objectives.
- Collaborated with the business development team to create presentations and proposals for potential clients, effectively communicating Lonadek’s value proposition and service offerings.
- Assisted in the implementation of client engagement strategies, gathering feedback and insights to inform service improvements and ensure alignment with client needs in the energy sector.
Supply Chain/Administrative Intern
Dovewell Oilfield Services
06.2017 - 07.2017
- Assisted in procurement and inventory management, tracking oilfield supplies and equipment to ensure accurate records, timely restocking, and availability for ongoing projects, contributing to the smooth execution of drilling and maintenance operations.
- Coordinated logistics and transportation for oilfield materials, working with vendors and logistics teams to plan and monitor shipments, ensuring timely delivery to job sites, which helped minimize delays and disruptions in project timelines.
- Supported vendor relations and procurement processes, managing communications with suppliers to follow up on orders, resolve delivery issues, and negotiate favorable terms, improving the efficiency and reliability of the supply chain.
- Provided comprehensive administrative support, compiling and preparing detailed reports on supply chain activities, managing documentation, and ensuring compliance with company standards, which enhanced project tracking and resource allocation across multiple teams.
Education
Bachelor of Science - Sociology
Covenant University
Skills
- Problem Solving & Analytical Thinking: Proven ability to analyze complex data and issues, ensuring solutions are efficient and effective
- Attention to Detail: Skilled in reviewing data, documentation, and processes for accuracy and completeness
- Collaboration: Experienced in working with cross-functional teams to resolve issues and improve processes
- Customer-Centric Mindset: Skilled in addressing customer concerns and improving service quality through effective problem resolution
- Process Improvement: Expertise in identifying inefficiencies and implementing improvements in workflows, especially in chargeback resolution
- Technical Skills & Tools: Basic Knowledge of Software Testing Concepts (Ready to learn more on the job)
- MS Office Suite (Excel, Word, PowerPoint)
Accomplishments
#AptianofTheWeek 2022
Certification
- Mind Control: Managing Your Mental Health during COVID-19 | July 2020
- Personality Types at Work | July 2020
- Digital banking- Masterclass & Introduction to Fintech (In view)
REFERENCES
Available upon request
Timeline
Chargeback Analyst
Moniepoint Inc
08.2022 - Current
Customer Success Executive| Digital banking
Moniepoint Inc
04.2021 - 07.2022
Welfare Officer
NSASA- Covenant University Chapter
08.2019 - 11.2020
Human Resource/Business Development Intern
Lonadek Global Services
06.2019 - 07.2019
Supply Chain/Administrative Intern
Dovewell Oilfield Services
06.2017 - 07.2017
Bachelor of Science - Sociology
Covenant University
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