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@adeolajuliana
Customer service leader focused on dispute resolution, team performance, and exceptional customer experiences.
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.
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Work history, roles, and key accomplishments
Opay Digital Services
May 2023 - Present (2 years 6 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.
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.
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.
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.
Degrees, certifications, and relevant coursework
Bachelor of Arts, Philosophy
2014 - 2019
Completed a Bachelor of Arts in Philosophy at Obafemi Awolowo University from 2014 to 2019.
Senior School Certificate Examination
2006 - 2011
Completed the Senior School Certificate Examination at CAC College Itire from 2006 to 2011.
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