Rapheal Oladeji

Customer-focused professional with over 3 years of experience specialising in Customer Experience (CX), Business Development, and Contact Centre Operations. Proven expertise in managing high-volume multichannel interactions, resolving complex escalations within strict SLAs, and driving revenue through strategic lead conversion and account management. Highly skilled in leveraging CRM systems and digital communication tools to streamline service processes, increase customer retention, and support sustainable business growth.

Recognised for professionalism, attention to detail, and delivering positive outcomes in fast-paced environments. Fully equipped with a dedicated, professional home office setup and prepared to support global operations across multiple time zones and flexible shift schedules.

Business Development Executive - Hyt Consulting - Renmoney Microfinance Bank - Lagos, Nigeria

(2024-07)

• End-to-End Lifecycle Management: Manage the complete customer journey from initial inquiry through documentation, verification, and onboarding, ensuring a seamless and high-converting user experience.
• Revenue & Growth Ownership: Drive business growth by identifying upselling and cross-selling opportunities during service interactions, strategically aligning bank products with individual client needs.
• Primary Stakeholder Communication: Serve as the lead point of contact for service inquiries, providing expert guidance on product value propositions, pricing structures, and service timelines.
• CRM & Data Integrity: Maintain rigorous accuracy in customer records, interaction logs, and activity reports using Excel and Google Workspace to track conversion health and service continuity.
• Cross-Functional Collaboration: Partner with sales, finance, and operations teams to resolve bottlenecks and coordinate service delivery, ensuring all customer expectations are met within SLA.
• Operational Excellence: Proactively identify service gaps and provide actionable feedback to leadership to improve operational efficiency and the overall digital customer experience.
• Performance Recognition: Consistently exceeded benchmarks, receiving two formal commendation letters for exceptional service delivery and performance during reviews.

Assistant Team Lead - Scimitar Global Services Limited (SGSL) - Lagos, Nigeria

(2023-06 - 2024-07)

• Operational Supervision: Directed daily contact centre operations for a team of 15+, ensuring consistent productivity and strict adherence to global service quality and performance standards.
• Senior Escalation Management: Acted as the primary resolution point for complex or high-stakes customer issues, successfully resolving sensitive financial disputes within a 24-hour window.
• Quality Assurance & Coaching: Conducted rigorous call quality assessments and provided 1-on-1 coaching to team members, improving communication skills, compliance, and lead conversion rates.
• Workforce Coordination: Managed team scheduling and workload distribution during peak periods to maintain service continuity and reduce customer wait times.
• Performance Analytics: Tracked and analyzed Key Performance Indicators (KPIs) such as CSAT and AHT, preparing comprehensive reports for management to drive data-informed decisions.
• Process Improvement: Identified critical workflow gaps and implemented strategic process enhancements that boosted overall team efficiency and customer satisfaction.
• Key Achievement: Honored as 'Most Improved Staff of the Year' (2023) in recognition of implementing workflow improvements that significantly reduced response times.

Customer Service Representative - Scimitar Global Services Limited (FairMoney & Renmoney) - Lagos, Nigeria

(2022-02 - 2023-06)

• Multichannel Support: Managed high-volume fintech inquiries via phone calls and CRM platforms in a fast-paced environment, consistently maintaining top-tier Customer Satisfaction (CSAT) scores.
• Complex Issue Resolution: Resolved service-related financial issues, including transaction discrepancies, unreflected payments, and account reversals, within strict agreed-upon timelines.
• Internal Liaison: Partnered with Finance and Technical teams to investigate complex transaction errors, verify payments, and ensure swift case resolution for a seamless client experience.
• Data Integrity & Documentation: Logged and documented all customer interactions and technical resolutions with 100% accuracy using CRM systems and Google Sheets for audit, tracking, and reporting.
• Quality Benchmarking: Consistently met and exceeded service quality, average handling time and customer satisfaction benchmarks while maintaining strict data confidentiality.
• Professionalism: Delivered empathetic and solution-oriented support, ensuring high retention rates through professional communication and emotional intelligence.

Bachelor of Science and Education - Social Studies and Education - Tai Solarin University Of Education, Ijagun-Ijebu ode, Ogun State (2017-09 - 2021-10)

National Diploma - Accountancy - Moshood Abiola Polytechnic, Ojere-Abeokuta, Ogun State (2013-09 - 2015-11)