Ayodeji Popoola
@ayodejipopoola
I lead customer support teams that improve resolution rates, response times, and customer satisfaction in banking and fintech.
NigeriaWhat I'm looking for
At Kuda Microfinance Bank, I led 30 customer service representatives, sustained 94%+ CSAT for 12 consecutive months, reduced response time by 35%, and raised first-contact resolution from 74% to 89%.
I've supported banking and fintech customers across card operations, digital banking, complaints, fraud prevention, and escalations. At Access Bank, I achieved 98% SLA compliance for card complaint resolution and now provide end-to-end travel support at Dreamport.
Experience
Work history, roles, and key accomplishments
Freelance Customer Support & Travel Consultant
Dreamport
Jun 2026 - Present (3 months)
Provided end-to-end customer support for travellers via phone, email, and live chat, resolving booking issues and itinerary changes within 10-minute response targets. Resolved escalated complaints, maintaining a 95% customer satisfaction rating and upselling travel add-ons.
Team Lead, Customer Support
Kuda Microfinance Bank
Apr 2022 - Mar 2026 (3 years 11 months)
Led a team of 30 Customer Service Representatives, maintaining a CSAT score of 94%+ for 12 consecutive months. Reduced average response time by 35% and increased First Contact Resolution from 74% to 89%.
Card Support Specialist
Access Bank
Aug 2018 - Mar 2022 (3 years 7 months)
Managed customer inquiries and complaints related to ATM, debit, prepaid, and credit card services. Supported card activation, PIN management, and transaction dispute resolution, achieving 98% SLA compliance.
Customer Service Representative
Access Bank
Apr 2016 - Jul 2018 (2 years 3 months)
Maintained an 80% First Contact Resolution rate while supporting customers across voice, email, chat, and social media. Resolved inquiries and escalated complex issues, and created knowledge base articles.
Education
Degrees, certifications, and relevant coursework
University of Ibadan
Master of Arts, Peace and Conflict Studies
Master of Arts in Peace and Conflict Studies from the University of Ibadan, completed in 2010.
University of Ibadan
Bachelor of Arts, English and Classical Studies
Bachelor of Arts in English and Classical Studies from the University of Ibadan, completed in 2007.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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