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Dami Adeleke

@damiadeleke

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Customer Support Specialist at Fairmoney Microfinance Bank, resolving 95% of customer issues within SLA.

Nigeria

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At Fairmoney Microfinance Bank, I analyse customer trends and resolve payment issues, disputes, and transaction discrepancies. I resolve 95% of customer issues within SLA and helped reduce chargeback rates by 34% monthly.

At GOA Group, I managed client concerns and service processes, resolving 90% of inquiries on first contact. I also helped reduce escalations and complaints by 47% and improved response time and service accuracy by 50%.

At Payporte, I coordinated a team of 10 employees and contributed to marketing campaigns that doubled lead generation. Earlier, as an Administrative Intern at Lagos Inland Revenue Service, I handled customer queries and helped create Tax Identification Numbers for more than five companies.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Fairmoney Microfinance Bank

Aug 2024 - Present (2 years 2 months)

Analyse customer trends to address recurring payment issues proactively and collaborate with finance teams to resolve discrepancies. Manage escalations, process transactions and disputes, and lead support process improvements.

Customer Support Payment Processing Dispute Resolution Transaction Reconciliation Escalation Management SLA Management Process Improvement Workflow Optimization Data Integrity Troubleshooting

Administrative Officer/Client Manager

GOA Group

Nov 2023 - Nov 2024 (1 year)

Managed client concerns and maintained transaction records with high accuracy. Led customer service initiatives and streamlined documentation to improve response time and service accuracy.

Client Management Customer Satisfaction Transaction Records Escalation Management Cross Functional Communication Documentation Structured Feedback Service Workflows Operational Efficiency

Business Manager

Payporte

Dec 2022 - Oct 2023 (10 months)

Coordinated a team of 10 employees, analysed KPIs, and integrated Canva for personalised marketing. Drove sales and business development strategies for new and renovated branches.

Team Coordination KPI Analysis Canva Marketing Campaigns Sales Strategy Business Development Customer Relationship Management Operational Efficiency

Administrative Intern

Lagos Inland Revenue Service

Mar 2022 - Dec 2022 (9 months)

Conducted routine visitations and sent emails reminding companies of overdue taxes. Handled calls, attended meetings, and maintained systematic document management practices.

Customer Service Tax Compliance Document Management Meeting Coordination Communication Skills