Experience

FairMoney

• France
• Financial Services
• 500 - 600 Employee

• Quality and Training Specialist

  • May 2023 - Present

  • Develops, prepares, and maintains quality performance reports and scorecards for departmental and system-wide needs.• Independently gathers data and publishes trending reports for performance improvement activities within the organization.• Assists with data analyses while working with spreadsheets, databases, and presentation packages.• Develops, reviews, and updates training materials as needed, ensuring that all training materials are clear, concise, and current for new and old staff. Show less

• Collections Specialist

  • Nov 2021 - Apr 2023

  • Utilized CRM system including salesforce and Metabase to manage about 190+ clients and also functions of receiving, assessing, analyzing, resolving, and documenting customers' issues and complaints per agreed requirements• Performed all debt collection activities according to guidelines and standards, verifying consistent compliance with Credit Bureau Of Nigeria(CRC) guidelines.• Decreased fraud losses by 29% through Issues Investigation and resolution, exceeding manager expectations.• Performed customer credit checks, providing recommendations for changes to credit limits that led to 10% increase in cash flow.• Upsold new products and accessories to customers such as loan extensions capturing significant increases in add-on sales. Show less



Access Bank Plc

• Nigeria
• Banking
• 700 & Above Employee

• Customer Success and Telesales Executive

  • Sep 2019 - Oct 2021

  Completed 120+ targeted outbound telephone calls per day assigned base of new and existing customers to achieve 70% conversion rate.• Maximized sales opportunities through partnership building to establish long-lasting customer relationships and generate repeat business by 90%• Logged call details and customer information in secure systems daily, improving data collection measures.• Streamlined complaints professionally, seeking effective, timely solutions for continued customer satisfaction. Show less

• Digital Collections and Recovery

  • Sep 2019 - Oct 2021

  • Updated databases with current client, contract, and service agreements.• Implemented active listening and product expertise to successfully resolve outbound queries.• Ensured customers enjoyed a first contact resolution (FCR) of 90% also escalating to various teams when needed.• Closed high-value business deals through persuasive pitches and presentations.• Monitored accounts using loan portal and info pool for compliance with established payment plans and flagged those in violation weekly Show less



Aunt Landa Tertiary Institution

• Nigeria

• Volunteer

  • Dec 2018 - Aug 2021

  • Supervised small groups consisting of 30 adults with additional mental health needs in assigned therapy groups. • Maintained confidential case documentation in line with data protection regulations. • Promoted independence and positive wellbeing when working with vulnerable adults and children. • Coordinated over 7 workshops with trained and licensed service providers to facilitate life skills workshops for youths, disabled, widows, and aged group • Supervised small groups consisting of 30 adults with additional mental health needs in assigned therapy groups. • Maintained confidential case documentation in line with data protection regulations. • Promoted independence and positive wellbeing when working with vulnerable adults and children. • Coordinated over 7 workshops with trained and licensed service providers to facilitate life skills workshops for youths, disabled, widows, and aged group



Nigerian Social Insurance Trust Fund

• Lagos state, Nigeria

• Administration Assistant

  • May 2017 - May 2018

  • Managed end-to-end annual leave records and repair and servicing of official vehicle processes for 65+ employees through checking of mail sent and inspection of vehicles. • Improved office efficiency by managing client correspondence, record tracking, and data communications. • Scheduled meetings and client appointments for teams of 65+ using Calendly. • Prepared monthly, weekly, and daily logs using Microsoft Excel and Office. • Took minutes and thorough notes in meetings for distribution during regional and branch meetings every fortnight. Show less