Open to opportunities

Adeola Samuel

@adeolasamuel

Message

Customer service and collections leader driving compliant recovery and team performance.

Nigeria

Message

What I'm looking for

I seek a compliance-focused role leading collections or customer service teams where I can drive recovery, coach high-performing staff, and optimize processes for measurable results.

I am a results-oriented customer service and collections professional with extensive experience in credit risk management, collections operations, and regulatory compliance (FCA, GDPR, AML, KYC). I have led and developed high-performing teams, implemented compliant repayment strategies, and driven measurable improvements in recovery and operational metrics.

My achievements include driving a 25% YoY cash collection uplift, maintaining QA scores above 94%, and consistently meeting KPIs such as Promise-to-Pay conversion and Right Party Contacts. I prioritize customer vulnerability support, quality assurance, and process optimization while fostering a performance-driven, compliance-first team culture.

Experience

Work history, roles, and key accomplishments

Current

Team Lead, Customer Service

Current

Ethical Resolve

Sep 2025 - Present (1 month)

Lead a team of 15+ debt resolution officers handling 2,000+ monthly engagements and negotiated sustainable repayment plans compliant with FCA and GDPR, driving a 25% YoY cash collection uplift while maintaining QA scores above 94%.

Collections Management Debt Recovery GDPR)Team Leadership CRM (ConnexOne Salesforce Multichannel Support

Customer Service Officer

Ethical Resolve

Nov 2023 - Aug 2025 (1 year 9 months)

Managed high-volume inbound/outbound calls, emails and live chat to negotiate affordable repayment plans under FCA, GDPR and CONC, achieving 95%+ QA audit scores and meeting PTP, RPC and cure rate KPIs.

Collections CONC Compliance Dispute Resolution Auditing PTP Conversion RPC CRM Multichannel Support

Team Lead, Customer Service Unit

Fairmoney MFB

May 2023 - Oct 2023 (5 months)

Designed and delivered training on microfinance products and compliance, managed workforce planning and escalations for high-risk accounts, and cultivated a high-performance, results-driven team culture.

Team Leadership Training Delivery Workforce Management Escalation Management Regulatory Compliance Performance Management

Credit Recovery Officer

Fairmoney MFB

Oct 2022 - Apr 2023 (6 months)

Managed overdue accounts and enforced scheduled collection campaigns using multichannel contact strategies, improving recovery rates and preventing losses while supporting team best practices.

Collections Skip tracing Communication Campaign Management Compliance

Customer Experience Associate

United Bank for Africa

Feb 2022 - Sep 2022 (7 months)

Handled inbound/outbound customer inquiries and PL2/PL3 escalations, guided clients through product and credit processes, and ensured AML/KYC compliance including filing suspicious activity reports.

Customer Support Customer Escalation KYC Call Center Operations Troubleshooting Compliance Monitoring

Credit Recovery Specialist

Cashigo International Limited

Jul 2021 - Jan 2022 (6 months)

Managed a portfolio of NPLs using credit scoring and skip tracing, led pre-legal collection processes with legal teams to reduce write-offs and improve recovery rates while ensuring regulatory compliance.

NPL Management Credit Scoring Skip tracing Pre Legal Collections Risk Assessment Regulatory Compliance

Direct Sales Agent

Stanbic IBTC

Feb 2020 - Oct 2020 (8 months)

Drove onboarding of retail and corporate clients, conducted KYC assessments, facilitated loan origination and managed a sales pipeline to achieve high conversion rates and sustained sales growth.

Sales Onboarding KYC Loan Origination Relationship Management Pipeline Management

Audit Graduate Intern

PricewaterhouseCoopers

Jan 2017 - Jan 2018 (1 year)

Contributed to audit report preparation, reviewed financial statements for IFRS compliance, and performed risk assessments of client processes and controls with actionable recommendations.

Audit IFRS Risk Assessment Internal Controls