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Abimbola Giwa

@abimbolagiwa

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I lead customer success operations that improve retention, service standards, and customer experience.

Nigeria

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What I'm looking for

I'm looking to lead customer success and service operations where I can build scalable CX frameworks, improve retention and service performance, mentor teams, and turn customer insights into meaningful product and process improvements.

At Flex Finance, I lead end-to-end customer experience across onboarding, activation, retention, satisfaction, and revenue growth for Nigerian businesses. I manage complex escalations, proactive account interventions, and customer health metrics while driving upsell and cross-sell opportunities.

I've built scalable service foundations, including department SOPs and a Customer Service Complaint Policy, and partnered with product and engineering on three major feature enhancements. Previously, I managed customer success for 30+ businesses monthly and used customer interaction data and CRM analytics to improve retention strategies.

My experience spans fintech, financial services, real estate, and healthcare retail, including frontline banking operations at Access Bank. I bring hands-on experience with KYC compliance, CSAT and NPS reporting, team leadership, escalation management, and turning customer feedback into better service delivery.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Specialist

Current

Flex Finance

May 2026 - Present (4 months)

Lead end-to-end customer experience strategy, overseeing the full customer lifecycle from onboarding to retention and revenue growth. Serve as senior escalation point for complex issues and drive continuous service improvement.

Customer Experience Strategy Retention SLA Management CSAT NPS Account Management Escalation Management SOP Development Complaint Policy Upselling Cross Selling Product Collaboration

Customer Success Specialist

Flex Finance

Feb 2023 - May 2026 (3 years 3 months)

Owned end-to-end customer success for a portfolio of 30+ businesses monthly, managing the full lifecycle from onboarding to upselling. Analyzed customer interaction data to identify friction points and advocate for product improvements.

Customer Success CRM Analytics Monday.Com Pipedrive Zoho Desk Retention Onboarding Upselling Mentorship

Team Lead, Client Relations

Middlechase Property Ltd

Oct 2021 - Jan 2023 (1 year 3 months)

Led and managed a client relations team of 5, setting KPIs and quality standards. Designed and implemented customer success playbooks and SOPs to ensure consistency of service delivery.

Team Leadership KPI Setting SOP Development CRM Systems performance reporting Strategic Advisory

Branch Manager

Hephzibah Eyecare

Jan 2021 - Oct 2021 (9 months)

Managed end-to-end branch operations including customer experience, sales performance, inventory, and team management. Built and led a team from the ground up, establishing onboarding processes and operational procedures.

Branch Operations Team Building Sales Analysis Customer Experience Inventory Management

Customer Care Executive

Opacus Technologies Ltd

Oct 2019 - Dec 2020 (1 year 2 months)

Facilitated onboarding of 100+ new merchants onto the Pronov App, ensuring smooth adoption and confident independent usage. Resolved merchant complaints and technical inquiries related to payment processing with accuracy and empathy.

Onboarding Merchant Support Payment Processing Zoho Desk Complaint Resolution Data Analysis

Frontline Officer

Access Bank Plc

Mar 2017 - Mar 2019 (2 years)

Managed high-volume frontline client interactions daily, delivering accurate, empathetic service in strict compliance with CBN regulatory requirements and internal banking protocols. Conducted KYC verification and documentation reviews, ensuring full compliance with anti-money laundering and account opening regulations.

KYC Compliance Regulatory Compliance Customer Service Transaction Reporting Data Analysis Collaboration