Adebola Damilola Dorcas
@adeboladamiloladorca
I resolve high-volume fintech customer issues while maintaining 95%+ CSAT and strong SLA performance.
NigeriaWhat I'm looking for
At OPay Nigeria Technology, I've resolved 400–700 customer inquiries daily across phone, email, and live chat while maintaining 95%+ CSAT. I investigate payment failures, account verification issues, transaction disputes, and card-related concerns with an empathetic, solution-focused approach.
I've achieved 90%+ SLA compliance and 80%+ first-contact resolution by documenting cases accurately in CRM systems and escalating complex issues with clear case details. I also collaborated with Compliance, Risk, Fraud, and Product teams to support reliable customer outcomes.
Recognized as a Top-Performing Customer Support Officer, I've mentored and onboarded new support representatives on service standards and CRM systems.
Earlier at SafireCore Technology, I supported three senior executives with calendars, meetings, travel, correspondence, reports, and remote stakeholder coordination. I bring five-plus years of customer support and virtual assistance experience, including more than three years in fintech.
Experience
Work history, roles, and key accomplishments
Customer Support Officer
OPay Nigeria Technology
May 2023 - Mar 2026 (2 years 10 months)
Recognized as a Top-Performing Customer Support Officer for maintaining 95%+ CSAT while resolving 400-700 customer inquiries daily across phone, email, and live chat. Investigated and resolved payment failures, account verification issues, transaction disputes, and card-related concerns, and mentored new support representatives.
Executive Virtual Assistant
SafireCore Technology
Feb 2021 - Jan 2023 (1 year 11 months)
Provided executive support to three senior executives, managing calendars, meetings, travel, and email correspondence. Coordinated communication between executives, clients, vendors, and internal stakeholders across remote environments, and streamlined scheduling processes to improve productivity.
Education
Degrees, certifications, and relevant coursework
Federal Polytechnic Idah
Higher National Diploma, Marketing
Pursued a Higher National Diploma in Marketing, gaining knowledge in marketing principles and practices.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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