Open to opportunities

Adeola Aderibigbe

@adeolaaderibigbe

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Customer experience and client support specialist with banking and fintech expertise.

Nigeria

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What I'm looking for

I seek a customer-focused role in banking/fintech where I can use CRM, dispute resolution and CX analytics to improve satisfaction, reduce churn, and drive measurable process improvements.

I am a service-first Customer Experience and Client Support specialist with hands-on banking and fintech experience, holding a Diploma in Accounting and Banking & Finance. I combine warm Nigerian people-skills with process discipline to resolve customer problems quickly and boost satisfaction.

At Polaris Bank I managed end-to-end resolution of customer escalations, administered CRM records, produced weekly CX insight reports, and authored SOP updates to reduce recurrence. At Opay I handled high-volume inquiries, investigated transaction disputes, supported fraud workflows and built a knowledge base to reduce handle time.

Previously, I worked in collections at XGO Finance, negotiating repayment plans, reducing delinquency and coordinating escalations with legal and credit teams. I also completed NYSC service as an Administrative Officer where I maintained records, handled scheduling and supported financial recordkeeping.

I am certified in Customer Service Management and social media engagement, skilled in CRM administration, dispute resolution, SLA monitoring and virtual assistance, and committed to measurable CX improvements and dependable follow-through.

Experience

Work history, roles, and key accomplishments

Current

Client Support Officer

Current

Polaris Bank Limited

Nov 2024 - Present (1 year 7 months)

Manage end-to-end resolution of retail and SME customer escalations, improved first-contact resolution and produced weekly CX insight reports that informed branch priority actions and SOP updates.

CRM Administration Escalations Root Cause Analysis

Customer Support Specialist

Opay Limited Company

Feb 2022 - Sep 2024 (2 years 7 months)

Handled high-volume inbound/outbound payments and wallet inquiries, resolved transaction disputes and supported fraud and chargeback workflows while reducing average handle time via a maintained knowledge base.

Fraud Monitoring Customer Feedback

Collections Specialist

XGO Finance Limited

Jan 2021 - Oct 2021 (9 months)

Managed delinquent account portfolio, negotiated sustainable repayment plans and reduced 30+ day past-due accounts through personalized follow-up and documented collections processes.

Collections Customer Outreach Ledger Documentation Financial Education

Administrative Officer

Government Secondary School Jebba

Nov 2019 - Nov 2020 (1 year)

Maintained student and staff records, managed office operations and scheduling, processed financial receipts and supported exam logistics and staff onboarding during national service tenure.

Office Administration Record keeping Scheduling Inventory Control Onboarding Exam Logistics