Oluwakemisola Azeez

Customer Support Specialist with fintech call-center experience resolving 100+ of 150 daily customer contacts (67% first-call resolution) via phone, email, and Zendesk. Reactivated 250+ dormant accounts weekly through proactive outreach.

Background in Clinical Psychology supports active listening, de-escalation, and behavioral understanding in high-volume support settings. Proficient in CRM/ticketing platforms, Google Workspace, Microsoft Office, and data documentation; currently expanding experience across additional CRM systems.

Customer Care Representative at ISON BPO (Smartcash PSB, Fintech) (2026-03 – Present)

• Resolve 100+ of 150 daily customer calls (67% first-call resolution) across fintech accounts, transactions, and POS terminal issues.
• Reactivate 250+ dormant customer accounts weekly through proactive outreach and relationship-building calls.
• Support account onboarding, barred-account resolution, and transaction dispute handling for Smartcash PSB customers.
• Document customer interactions and escalations accurately in Zendesk, ensuring compliant, audit-ready records.
• Collaborate with team members to reduce escalation turnaround and improve customer outcomes.

Clinical Psychology Intern at University College Hospital (UCH) (2023-06 – 2023-11)

• Documented case histories and supported psychological assessments for 10 patients weekly.
• Assisted clinical psychologists with patient intake, observation, and confidential records management.
• Participated weekly in hypertension awareness and psychoeducation sessions for patients aged 45+.
• Contributed to biweekly ward rounds, discussing patient cases and treatment plans across departments.
• Developed active listening, empathy, and behavioral assessment skills relevant to client-facing roles.

Virtual Assistant & Administrative Support at AlexanderReed Limited (Freelance) (2024-01 – 2024-08)

• Managed email correspondence, scheduling, and client communications for a Lagos-based consulting firm.
• Compiled financial statements and bookkeeping records in Excel, maintaining full transaction accuracy.
• Co-authored a competitive proposal that secured a multi-million naira government contract.
• Conducted research and prepared client-ready reports and presentations to support business operations.
• Used Google Workspace tools for team collaboration, data organization, and workflow management.

Bachelor of Science in Psychology – Ekiti State University (2024-05)