Open to opportunities

Adeola Juliana

@adeolajuliana

Message

Customer service leader focused on dispute resolution, team performance, and exceptional customer experiences.

Nigeria

Message

What I'm looking for

I seek a customer-facing leadership role where I can lead teams to improve dispute resolution, drive operational excellence, mentor staff, and use data to boost satisfaction in a collaborative, growth-oriented company.

I am an accomplished customer service professional with a proven track record of delivering exceptional customer service and effective issue resolution.

At Opay I currently serve as Team Lead, Support. I managed and expedited card disputes on the Extraswitch and Arbiter 2.0 platforms and escalated complex cases to Passport for prompt resolution.

I implemented a proactive team monitoring system, optimized task assignment and shift scheduling, and prepared data-driven reports for senior management that improved performance and customer satisfaction scores.

Previously I worked as a Resolution Specialist and Social Media Agent at Multichoice, handling high-volume inbound calls, monitoring social platforms, training new staff, and maintaining accurate customer records using Zendesk and other tools.

Experience

Work history, roles, and key accomplishments

Current

Team Lead, Support

Current

Opay Digital Services

May 2023 - Present (2 years 4 months)

Led support team to expedite card dispute resolutions using Extraswitch and Arbiter 2.0, implemented a team monitoring system and optimized shift schedules to improve resolution speed and customer satisfaction.

Team Leadership Dispute Resolution Extraswitch Arbiter 2.0 Zendesk Shift Scheduling Reporting Escalation Management

Resolution Specialist

Opay Digital Services

Sep 2021 - May 2023 (1 year 8 months)

Served as primary escalation contact, managed 70+ CSR escalations and multichannel complaints, maintained detailed records and produced reports to drive service quality improvements.

Escalation Management Multichannel Support Zendesk Reporting CRM Customer Retention Cross Functional Collaboration

Social Media Agent

MultiChoice Nigeria

Apr 2020 - Apr 2021 (1 year)

Monitored and engaged customers across Facebook, Twitter and Instagram, created content to boost brand awareness, gathered customer insights and trained three new staff.

Social Media Management Customer Engagement Content Creation Twitter Instagram Reporting Training

Call Center Agent

MultiChoice Nigeria

Jan 2020 - Apr 2020 (3 months)

Handled 80+ inbound calls daily, resolved customer issues, maintained accurate records, and provided bilingual support in English and Yoruba to improve retention.

Inbound Customer Service CRM Data Entry Problem Solving Call Center Operations