Yetunde Afolayan

Product Management professional with a Professional Diploma in Product Management and 9+ years of experience across banking, fintech, customer experience and operations. Brings hands-on exposure to customer pain points, payment operations, dispute resolution, CRM workflows, process improvement and cross-functional service delivery. Experienced in translating operational and customer needs into structured product ideas, user journeys, requirements, roadmaps and measurable outcomes.

Financial Operations & Dispute Resolution Analyst - First Bank of Nigeria Limited

(2024-10)

• Investigate and resolve electronic payment disputes, transaction complaints and service escalations within defined SLAs.
• Work across issuing/acquiring transactions, settlement reports, reversals, adjustment files, journals and merchant reconciliation.
• Use Finacle, Arbiter, Extraswitch, CIP Portal / IDRS and UPDMS to investigate and process customer and transaction cases.
• Maintain accurate case records and management reports while handling sensitive customer and financial information.
• Collaborate with internal teams on operational, technical and compliance issues and support continuous process improvement.

Customer Care Supervisor - GoBet247

(2022-01 - 2024-06)

• Supervised customer-care operations, monitored service quality and managed escalated complaints through resolution.
• Coached and mentored team members and worked cross-functionally to improve service delivery and performance.
• Achieved measurable improvements including CSAT +20%, FCR +15%, 95% complaint resolution and sales conversion +12%.

Customer Care Specialist - M-KOPA Nigeria

(2019-07 - 2021-12)

• Joined as one of the first two Customer Care professionals and supported the growth of the Customer Care function to 100+ agents.
• Supported customers and retail partners with product, account and payment enquiries and maintained accurate CRM records.
• Mentored/onboarded new agents and contributed to customer-service processes and knowledge resources.
• Contributed to 92% customer retention, +25% customer satisfaction and a 12% reduction in complaints.

Administrative Officer - Beauty Therapy Institute

(2018-06 - 2019-05)

Handled administrative coordination, customer/client records, enquiries and day-to-day office support in a health and beauty service environment.

Professional Diploma - Product Management - Pluralcode Academy

MSc - Maritime Administration & Management - University of Lagos

B.Sc. - Public Administration