Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
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Olaedo Onyemere

Lagos

Summary

Results-driven payments specialist with 4+ years of hands-on experience in chargebacks, card disputes, and card operations within a high-growth fintech. Demonstrated success in minimizing chargeback losses and enhancing payment workflows by collaborating with major card schemes (Mastercard, Verve) and partner banks. Deep expertise in interpreting scheme rules and managing dispute resolution processes using tools like Jira, Zendesk, and proprietary CRMs (e.g., Moniedesk). Known for protecting revenue, improving operational efficiency, and ensuring customer satisfaction. Currently expanding proficiency in cross-border payments, SWIFT protocols, and global payment compliance. Eager to contribute to high-performing international payments teams- particularly in dispute resolution, card operations, or payment processing at a global scale.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Chargeback Analyst

Moniepoint Inc
Lagos
08.2022 - Current
  • Manage end-to-end chargeback and payment dispute resolution processes for card transactions (Mastercard, Verve), ensuring strict compliance with scheme rules and dispute timeframes.
  • Reduce chargeback rates from 30% to below 0.9% monthly through detailed case analysis, process optimization, and seamless collaboration with cross-functional teams, leading to improved customer retention and reduced revenue loss.
  • Handle over 20,000 chargeback cases monthly, maintaining a consistent 90–95% resolution rate weekly, while safeguarding revenue and preserving customer trust.
  • Collaborate with partner banks to resolve domestic and international card disputes, ensuring compliance with scheme regulations and minimizing exposure to penalties.
  • Work closely with internal teams using Jira and Moniedesk CRM to track customer requests, automate dispute workflows, and enhance case turnaround time.
  • Flag and escalate suspected fraud cases, mitigating financial and reputational risk through proactive coordination with fraud and risk management teams.
  • Create and maintain detailed documentation of chargeback procedures and outcomes to ensure transparency, enable audits, and drive ongoing process improvements.

Customer Success Executive

Moniepoint Inc
Lagos
04.2021 - 07.2022
  • Delivered frontline customer support for Moniepoint's newly launched digital banking services, managing inquiries, escalations, and onboarding.
  • Verified KYC (Know Your Customer) documentation to ensure compliance with regulatory standards, and improved onboarding efficiency.
  • Oversaw the supervision and successful delivery of ATM cards to customers, ensuring timely fulfillment and seamless service, contributing to increased customer satisfaction.
  • Managed the onboarding of 80+ customers weekly, streamlining processes to enhance the experience and retention.
  • Trained and supported more than 10 agents, contributing to higher customer satisfaction and stronger service standards.
  • Resolved 90% of client issues within the same day, ensuring prompt resolutions, and building long-term customer loyalty.

Customer Service Representative

JTC Homes Real Estate
Remote
05.2022 - 07.2022
  • Addressed 80+ client inquiries weekly, enhancing client relationships and increasing repeat customers by 10%, contributing to the company's revenue growth in the competitive real estate market.
  • Conducted follow-ups with clients, raising feedback participation by 25%, which provided valuable insights for improving service delivery and ensuring client satisfaction in property transactions.
  • Provided comprehensive administrative support, significantly enhancing team efficiency, streamlining operations, and enabling a focused approach to strategic initiatives such as property acquisition and resale.
  • Facilitated communication between clients and internal teams, ensuring smooth transactions and timely responses to inquiries, which helped build trust and foster long-term client relationships.
  • Assisted in the development of client onboarding materials, enhancing the customer experience and providing clear information about the buying process, which contributed to a 20% reduction in client inquiries about procedures.

Welfare Officer

NSASA- Covenant University Chapter
Ota
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
Lagos
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
Port Harcourt
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
Ogun State, Nigeria

Skills

  • Chargeback Management – Mastercard, Verve (Issuer Side)
  • Card Scheme Compliance & Payment Disputes
  • Cross-Border Payments & International Payment Systems
  • Fraud Analysis & Risk Mitigation in Disputes
  • Customer Success & End-to-End Dispute Resolution
  • Process Optimization & Workflow Automation
  • Jira, Zendesk & Internal Ticketing Systems (eg, Moniedesk)
  • Stakeholder Communication & Cross-Functional Collaboration
  • Data Interpretation & Reporting (Excel, Google Sheets)
  • Fintech Operations, KYC & Regulatory Compliance

Certification

  • Beginner’s Guide to Cross-Border Payments – Udemy
  • FinTech - Digital Payments (Card & POS) Tools and Strategies – Global FinTech Academy (Udemy)
  • Chargeback Reason Codes in Card Payments – Vasco Patrício (Udemy)
  • Tokenisation and Encryption in Digital Payments, Fintech- Global Fintech Academy (Udemy)

References

References available upon request.

Timeline

Chargeback Analyst

Moniepoint Inc
08.2022 - Current

Customer Service Representative

JTC Homes Real Estate
05.2022 - 07.2022

Customer Success Executive

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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Olaedo Onyemere