Winner Obayomi

Experience

• 

  FairMoney

  Mar 2018 - Feb 2019

  Customer Support Lead

  Proactively managed and resolved client issues across various contact channels, including phone, email, and social media, resulting in a 95% complaint resolution rate.Diligently monitored team efficiency by consistently tracking daily task completion, collection ratios, and overall work focus, improving team productivity by 20%.Conducted in-depth operational assessments to identify potential credit risks and emerging issues, proactively correcting deficiencies and reducing fraud risk by 25%.Reviewed and resolved operational incidents, systematically decreasing risk for the business by investigating and promptly resolving customer queries, leading to a 15% decrease in recurring incidents.Utilized Salesforce CRM technologies to update loan repayment data meticulously, ensuring accurate up-to-date information, and data accuracy rate.Promoted seamless collaboration within the FairMoney team by consistently providing valuable suggestions and recommendations, fostering a more productive and innovative work environment. Show less

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  Eastern Mediterranean University

  Jul 2019 - Jun 2021

  Graduate Research Assistant

  Crafted comprehensive research reports by analyzing and interpreting data results, effectively communicating key findings and insights to policymakers contribute to the advancement of the project.Collaborated with experienced academics to help prepare reports and articles for seminars and later publication in prestigious scientific publications, demonstrating a dedication to scholarly dissemination.Provided valuable administrative support to students within the department, fostering an organized and conducive learning environment.Oversaw the development of displays and bulletin boards to effectively publicize future seminars and courses. Show less

• 

  BFREE

  Jun 2021 - now

  Led a team, harnessing analytical and negotiation skills, yielding a 15% boost in client retention and satisfaction.Identified critical customer satisfaction areas and implemented monitoring mechanisms, culminating in a 20% reduction in customer-related issues.Pioneered the development of comprehensive protocols, responses, rules, and procedures, establishing a standardized framework for BFREE's customer support, resulting in a 30% enhancement in service consistency and quality.Revamped ticket management practices, resulting in a 25% reduction in response times and a 40% increase in operational efficiency.Fostered the team's development of advanced problem-solving skills, achieving a 50% improvement in issue resolution and a 20% reduction in outstanding loans.Made data-driven decisions for marketing strategies and client engagement tactics, leading to a 15% increase in marketing effectiveness and a 25% improvement in client engagement, ultimately enhancing business outcomes. Show less Utilized expert communication skills to provide exceptional customer service across diverse channels, including email platforms such as Fresh Desk and Zoho Desk, as well as inbound and outbound calls, resulting in an impressive 95% customer satisfaction rate.Proactively identified and efficiently escalated complex issues to the relevant departments, accelerating issue resolution by 40% and enhancing the overall customer experience.Effectively detected and prevented potential fraudulent activities, safeguarding the company from financial losses, increasing customer confidence by 25%, and taking a proactive role in educating consumers about fraud prevention.Demonstrated adeptness in managing various communication channels, including chat support platforms and social media interactions, expanding the company's reach and accessibility.Leveraged data analytics tools to extract valuable insights from customer interactions, reducing recurring issues by 15% and offering data-driven solutions to enhance the quality of customer service. Show less

  • Customer Service and Collections Manager

    Feb 2022 - now

  • Customer Service Executive

    Jun 2021 - Feb 2022