IFEOLUWA OWUYE
Business Development & Customer Service Professional
Lagos, NG.About
A highly resourceful and dependable professional with over two years of impactful experience in customer service and business development across fintech and banking sectors. Adept at cultivating strong client relationships, optimizing operational workflows, and ensuring meticulous record-keeping for compliance. Proven ability to drive customer satisfaction and contribute to business growth through exceptional communication, proactive problem-solving, and a high degree of personal accountability in both independent and collaborative environments.
Work
CASA Microfinance Bank
|Business Development Representative
Lagos, Lagos, Nigeria
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Summary
Spearheaded client acquisition and retention initiatives within CASA Microfinance Bank, meticulously managing onboarding processes and ensuring stringent regulatory compliance.
Highlights
Guided new customers through comprehensive account opening and onboarding, enhancing understanding and reducing post-onboarding queries by ensuring clarity at every stage.
Managed diverse client inquiries across multi-channel platforms (email, phone, chat, WhatsApp), delivering accurate information on account features and documentation requirements.
Maintained customer records and compliance documentation with 100% accuracy and completeness, ensuring full regulatory readiness and mitigating operational risks.
Proactively monitored and resolved open client cases, consistently achieving high client satisfaction through diligent follow-up and timely issue resolution.
Collaborated cross-functionally with internal departments to efficiently escalate and resolve complex client issues, improving inter-departmental communication and service delivery.
Nova Tech
|Customer Service Representative
Lagos, Lagos, Nigeria
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Summary
Delivered exceptional multi-channel customer support at Nova Tech, expertly resolving technical and account-related issues to significantly enhance customer satisfaction and operational efficiency.
Highlights
Managed an average of 50+ daily customer interactions across phone, email, and live chat, consistently resolving account queries and providing clear, actionable guidance.
Translated complex technical information into accessible language, empowering users with limited platform familiarity to confidently navigate issues and utilize features.
Ensured meticulous and accurate recording of all customer interactions and resolutions within the CRM system, bolstering data integrity for reporting, auditing, and follow-up.
Conducted in-depth investigations into the root causes of customer complaints, consistently achieving complete and satisfactory resolutions for clients.
Identified and reported recurring service issues to relevant internal teams, directly contributing to product and process improvements that enhanced the overall customer experience.
Education
Obafemi Awolowo University
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Bachelor of Education (B.Ed.)
Social Studies
Skills
Customer and Client Support
Multi-channel communication (email, phone, chat, WhatsApp), Client onboarding, Query and complaint resolution, Issue escalation, Active listening.
Administration and Operations
Record keeping, Documentation management, Data entry, Compliance support, CRM administration.
Tools and Software
Microsoft Excel, Google Workspace (Docs, Sheets, Gmail), Microsoft Outlook, CRM platforms.
Core Competencies
Written and verbal communication, Attention to detail, Time management, Multitasking, Independent working, Adaptability.