Toheeb Oluwadamilare

Customer-focused support professional with 3+ years of experience across fintech, financial services, and administrative operations. Skilled in resolving high volumes of customer inquiries via phone, email, and live chat while consistently exceeding SLA and quality targets. Strong background in CRM and ticketing platforms, complaint resolution, and cross-functional collaboration, with a track record of improving customer satisfaction and retention through empathetic, solution-focused support.

Experienced in reducing repeat inquiries through clear product education and in maintaining high documentation accuracy under deadline pressure. Comfortable working independently in remote, hybrid, or distributed team environments, with dependable communication and self-management skills suited to global customer support operations.

Customer Service Representative - OPay - Lagos, Nigeria

(2025-07)

• Resolve 50+ customer support tickets daily across inbound calls, email, and live chat, consistently exceeding SLA targets and maintaining high customer satisfaction scores in a fast-paced fintech environment.
• Investigate and resolve complex customer complaints end-to-end, escalating critical cases to relevant departments while ensuring full follow-through on all open issues until closure.
• Provide real-time live chat support alongside phone and email channels, managing multiple concurrent conversations while maintaining response-time and quality standards.
• Log and track all customer interactions using internal CRM and ticketing systems, ensuring complete documentation accuracy and enabling data-driven service improvements.
• Deliver clear product education to customers, driving a 20% reduction in repeat inquiries and improving self-service adoption rates.
• Collaborate with cross-functional teams, including technical support, billing, and product departments, to resolve multi-layered customer issues efficiently.

Loan Recovery Agent - Blooms Microfinance Bank (Flexi Cash) - Lagos, Nigeria

(2024-03 - 2025-06)

• Achieved a 68% debt recovery rate by executing strategic customer outreach via phone and approved channels to negotiate sustainable repayment plans for overdue loan portfolios.
• Monitored delinquent accounts and maintained disciplined follow-up schedules, contributing to improved recovery rates and reduced portfolio risk exposure.
• Negotiated flexible repayment terms while preserving positive customer relationships and ensuring full compliance with regulatory and internal collection guidelines.
• Updated repayment records and customer account information with 99%+ accuracy, supporting reliable data integrity for management reporting and audit readiness.
• Escalated complex recovery cases to senior leadership while maintaining strict confidentiality of sensitive customer financial information per data protection standards.

Data Entry Intern - Alajo Technologies - Lagos, Nigeria

(2022-07 - 2023-10)

• Entered, verified, and maintained customer and operational data with 99%+ accuracy, directly supporting business intelligence and management reporting needs.
• Reviewed records for completeness, identified data discrepancies, and implemented timely corrections to ensure database reliability and operational efficiency.
• Organized digital files and optimized documentation systems, improving data retrieval speed and overall team productivity.
• Collaborated with cross-functional teams to ensure timely completion of data-related tasks and deliverables in a deadline-driven environment.

Bachelor of Arts (B.A.) - History and International Studies - Federal University Oye-Ekiti (FUOYE) (2026-07)