Atinuke Odeyemi

Customer-focused and empathetic Customer Service Representative with over 4 years of experience delivering exceptional support across financial services and legal administration. Adept at managing high-volume multichannel interactions, spanning phone, email, live chat, and CRM-based ticketing and resolving escalated complaints within tight SLAs. Experienced in working with cloud-based SaaS platforms, including Zendesk, Freshdesk, and Xcaly, with a demonstrated ability to troubleshoot platform issues and guide customers through technical and account-related queries.

Communicates with clarity and professionalism in fluent English across all written and verbal channels, combining empathy-led service delivery with data literacy and a genuine commitment to positive customer outcomes.

Collections & Customer Experience Specialist - FairMoney Microfinance Bank - Lagos, Nigeria

(2023-01 - 2025-01)

Delivered multichannel customer support across phone, email, and chat for a portfolio of 300+ client accounts, using SaaS-based helpdesk platforms Freshdesk, XCally, and Tiphone to log, track, and resolve queries end-to-end.

• Provided technical support to customers experiencing issues with the FairMoney mobile app and digital loan platform, troubleshooting login failures, payment errors, and account access problems with clear, step-by-step guidance communicated in fluent English.
• Resolved escalated disputes and account queries with empathy and efficiency, consistently achieving first-contact resolution and meeting SLA targets across all support channels.
• Identified and escalated recurring platform-side issues to the technical team with detailed written reports, contributing to product improvements and a reduction in repeat contacts.
• Prepared analytical account performance reports using Advanced Excel and Power BI, translating support data into actionable insights for management review.
• Collaborated cross-functionally with credit, operations, and compliance teams via Slack and Microsoft Teams to resolve complex customer issues and reduce resolution turnaround times.
• Maintained meticulous case records and full compliance with regulatory documentation standards across all client interactions.

Legal Secretary & Client Liaison - His Grace Chambers, Akanni Sanni & Co. - Nigeria

(2015-01 - 2018-01)

• Served as the frontline point of contact for clients and senior legal practitioners, managing all correspondence, scheduling, and client communication with professionalism in fluent written and spoken English.
• Handled sensitive client enquiries and appointment coordination across concurrent cases, ensuring smooth service delivery at every touchpoint.
• Drafted and proofread legal correspondence with high accuracy, developing strong written communication skills directly applicable to customer-facing and multichannel support roles.
• Managed front-desk and telephone inquiries, directing customers to appropriate departments while maintaining a courteous and professional service standard.
• Supported scheduling, correspondence, and internal reporting tasks; contributed to a well-organized, customer-friendly office environment.

Administrative Assistant (Industrial Training) - Arkbo Movers - Nigeria

(2014-01 - 2014-12)

• Managed front-desk and telephone inquiries, directing customers to appropriate departments while maintaining a courteous and professional service standard.
• Supported scheduling, correspondence, and internal reporting tasks; contributed to a well-organized, customer-friendly office environment.

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

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