Olayinka Popoola

Experience

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  Intercontinental Bank PLC

  Jan 2011 - Jan 2012

  Central Treasury Bulk Teller

  • Counted, verified and handled bank deposits and armored car transactions.• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.• Handled various accounting transactions.• Executed wire transfers, stop payments and account transfers.

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  Polaris Bank Ltd.

  Jun 2016 - Jun 2018

  Customer Service Representative

  • Handled over 80+ customer interactions daily across phone, email, and live chat, ensuring customer retention and loyalty through personalized service.• Documented all interactions in CRM systems for accurate tracking and follow-up.• Spearheaded customer satisfaction surveys, consistently aligning with organizational standards.• Resolved escalated customer complaints and managed inquiries professionally, contributing to a reduction in complaints.

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  Salama Fikira

  Jun 2018 - Jan 2023

  Operations Controller (Client Support & Security)

  • Collaborated with international security teams to ensure safe client journeys using advanced technologies, ensuring customer satisfaction through seamless communication.• Developed and implemented journey management protocols, enhancing the customer experience for national and international clients.• Adapted to flexible schedules, including nights and weekends, to support remote operations and global clients.• Conducted investigations and due diligence.

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  Hewlett Packard Enterprise

  May 2021 - Nov 2021

  Private Investigator

  • Collaborated with state security to protect organizations’ products and services against unlawful activities.• Operated in full compliance with Lagos state laws covering interactions with individuals, records searches and allowable surveillance techniques.• Staked out locations to locate individuals and gather evidence of unlawful activities.• Conducted mobile and stationary surveillance on subjects of ACF investigations.

• 

  Surebet247

  Jan 2023 - now

  • Leading a team of 30 customer support agents providing multi-channel support to over 1,000 end users daily, improving First Response Time (FRT) by 25% using Zendesk.• Conducted performance evaluations and coached 12 agents, resulting in a 15% improvement in individual agent KPIs (average handling time, FRT, and resolution rate).• Regularly developing customer trend reports that identify and resolve recurring service issues to improve operational efficiency.• Monitoring KPIs such as FRT, resolution time, and CSAT, achieving a consistent 80%+ CSAT score over the last year.• Collaborating cross-functionally with product and operations teams to implement process improvements, reducing customer escalations by 10%. Show less

  • Customer Support Manager

    Jan 2024 - now

  • Customer Support Team Lead

    Jan 2023 - Jan 2024