Open to opportunities

damilola afolabi

@damilolaafolabi

Message

Customer retention and service specialist with 9+ years improving loyalty and satisfaction.

Nigeria

Message

What I'm looking for

I’m looking for a customer-focused role where I can strengthen retention through compliant onboarding, SLA-driven complaint resolution, and CRM/data insights—helping customers adopt digital tools while delivering measurable churn reduction and improved service quality.

I’m a results-driven Customer Service & Retention Specialist with over 9 years of progressive experience across banking, insurance, real estate, and education. I resolve complex customer issues, reduce churn, and drive service excellence in high-volume contact centre and branch environments—always with compliance and measurable impact at the center.

At Sterling Bank, I manage and nurture customer relationships through proactive engagement, escalate and resolve complaints across phone, email, and digital channels while meeting SLA targets, and identify at-risk customers using service history and usage pattern analysis. I support onboarding, KYC updates, and account maintenance, educate customers on banking products and self-service tools to improve digital adoption, and leverage CRM and core banking platforms (with clear reporting and audit-ready records) to deliver continuous service improvements.

Experience

Work history, roles, and key accomplishments

Current

Customer Retention Specialist

Current

Sterling Bank

Jan 2024 - Present (2 years 5 months)

Managed and nurtured a customer portfolio through proactive engagement to improve satisfaction scores and long-term loyalty while targeting churn reduction using service history and usage patterns. Resolved escalated complaints across phone, email, and digital channels, supported onboarding and KYC updates, and produced retention/service reports from CRM and core banking systems.

Customer Retention Complaint Resolution CRM Management KYC Core Banking Systems

Customer Experience Specialist

Sterling Bank

Jan 2023 - Jan 2024 (1 year)

Resolved customer service problems by clarifying complaints, diagnosing root causes, and implementing corrective actions within SLA timelines. Prepared service and product reports from customer interaction data and handled policy changes, renewals, and complex complaints via phone, email, and social channels.

Root Cause Analysis Customer Service SLA Data Analysis Policy Management

Customer Experience Specialist

Sterling Bank

Jan 2021 - Jan 2023 (2 years)

Handled inbound enquiries on account types, products, and digital channels, monitoring account status, payments, and customer-facing charges. Operated core banking platforms (T24, Postilion, E-Channels, CIC), supported customers with fraud and card compromise, and logged/escalated issues via CRM with follow-up.

Inbound Customer Support E Channel CIC Fraud & Card Compromise Support Postilion

Customer Service Associate

NewGlobe Education

Mar 2019 - Apr 2021 (2 years 1 month)

Provided technical support for a large customer base by logging and escalating complaints appropriately using customer support and CRM tools. Managed high-volume inbound calls while maintaining service quality, keeping accurate interaction records, and following up to ensure issues were fully resolved.

Technical Customer Support Complaint Management Service Quality Management Record keeping Elastix

Bancassurance Officer

Cornerstone Insurance Plc

Jan 2017 - Dec 2019 (2 years 11 months)

Collaborated with the sales team to meet personal and team targets by collecting premiums, processing documentation, and building a client referral pipeline. Conducted policy reviews, calculated premiums and quotes, and maintained client information to recommend appropriate coverage.

Bancassurance Sales Premium Collection Policy Reviews Client Referral Premium Calculations Quote Preparation Sales Targets Coverage Recommendations Sales Pipeline Management

Business Development Officer

Adron Homes And Properties Ltd

Jan 2015 - Jan 2017 (2 years)

Prospected and qualified customers within assigned territories, generating new business through targeted campaigns and identifying opportunities for account growth. Negotiated and closed long-term client agreements and supported executive decision-making with weekly, monthly, and annual performance reporting.

Client Acquisition Campaigns Business Development performance reporting Cross Functional Collaboration