Atinuke Odeyemi

Results-driven Customer Experience professional with over four years of cross-functional experience in financial services, legal administration, and client-facing operations. Proven ability to resolve complex customer issues, build lasting client relationships, and deliver service excellence across phone, email, and in-person channels. Skilled in needs assessment, conflict resolution, and translating customer insights into actionable improvements.

Adept at working in fast-paced, regulated environments while maintaining empathy, professionalism, and a solution-first mindset. Committed to elevating customer satisfaction scores and contributing to a culture of continuous service improvement.

Collections & Customer Experience Specialist at FairMoney Microfinance Bank (2023-01 – 2025-01)

• Managed a portfolio of 300+ customer accounts, delivering consistent and professional service across inbound and outbound communication channels.
• Handled escalated customer disputes and billing queries with empathy and efficiency, achieving high resolution rates within agreed SLAs.
• Negotiated personalised payment plans and settlements, balancing customer welfare with business recovery targets.
• Analysed account data using Excel and internal CRM systems to identify at-risk customers and proactively initiate outreach before accounts became delinquent.
• Maintained meticulous records of all customer interactions and case outcomes in compliance with regulatory requirements.
• Collaborated with cross-functional teams (credit, operations, compliance) to streamline customer-facing processes and reduce resolution turnaround time.
• Delivered courteous, solution-oriented responses that consistently upheld the bank's service standards and customer satisfaction objectives.

Legal Secretary & Client Liaison at His Grace Chambers, Akanni Sanni & Co. (2015-01 – 2018-01)

• Served as the primary point of contact for prospective and existing clients, managing communications via phone, email, and in-person meetings.
• Drafted, reviewed, and filed legal correspondence and case documents with high accuracy and strict confidentiality protocols.
• Coordinated appointment scheduling and client follow-ups, ensuring a seamless and professional client experience.

Administrative Assistant (Industrial Training) at Arkbo Movers (2014-01 – 2014-12)

• Managed front-desk operations, fielding and redirecting client enquiries to the appropriate departments with professionalism.
• Prepared and distributed internal correspondence, memos, and operational reports as directed by senior management.
• Coordinated daily scheduling and logistics support, contributing to smooth office operations.

B.Sc. in Computer Science – Olabisi Onabanjo University (2016-01 – 2021-12)

National Diploma in Computer Science – Kwara State Polytechnic (2012-01 – 2014-12)