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IBITOYE Adetooke Josephine

@ibitoyeadetookejosep

Message

I resolve complex fintech customer issues across high-volume, multichannel support environments.

Nigeria

Message

What I'm looking for

I'm looking for a remote or hybrid customer experience role in fintech or financial services where I can resolve complex customer issues, improve support operations, collaborate across teams, and deliver high-quality, compliant service.

I've resolved complex customer issues at Moniepoint across chat, email, and WhatsApp, managing 60+ daily interactions while achieving 28.5/30 CSAT, 85% first-contact resolution, and a 95% overall performance score. I handle transaction disputes, refunds, account escalations, and digital product troubleshooting with accurate, empathetic support.

At Norrenberger Pensions, I manage compliant CX casework and reporting in a PenCom-regulated environment. My background also includes improving digital banking adoption at Wema Bank, using Zendesk, MonieDesk, Jira, and CRM platforms to document cases, identify recurring pain points, and collaborate on faster resolutions.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Officer

Current

Norrenberger Pensions Limited

Apr 2026 - Present (5 months)

Handled client complaint resolution and CX casework for a PenCom-regulated pension fund administrator, ensuring compliant and timely case handling. Generated structured reports from case-tracking data to support quality assurance and management oversight.

Complaint Resolution Case Management Reporting Documentation Regulatory Compliance Quality Assurance

Customer Support Officer

Moniepoint Inc.

Apr 2023 - Apr 2026 (3 years)

Managed 60+ customer interactions daily across chat, email, and WhatsApp, delivering empathetic first-contact resolutions for complex fintech product issues. Achieved a CSAT score of 28.5/30 and an 85% First Contact Resolution rate, contributing to a 95% overall performance score.

Zendesk Monidesk Customer Support First Contact Resolutions Dispute Resolution Refund Processing Quality Assurance

Manager

Queendom

Jan 2019 - Sep 2023 (4 years 8 months)

Increased customer satisfaction scores by 15% through personalized service and proactive relationship management. Achieved 200% sales growth by identifying customer needs and adapting service delivery accordingly.

Customer Satisfaction Relationship Management Sales Growth Service Delivery

Branch Service Associate

Wema Bank

Jan 2022 - May 2022 (4 months)

Delivered customer service to an average of 200 clients daily, resolving 90% of inquiries same-day. Onboarded 100+ customers to e-banking digital channels, driving a 40% increase in online banking adoption.

Customer Service Digital Banking Onboarding Transaction Processing

Administrator

TARM Nigeria

Dec 2015 - Dec 2018 (3 years)

Coordinated remote database management ensuring 100% data accuracy for executive decision-making. Managed participant check-in and registration for conferences of 1,000+ attendees.

Database Management Event Coordination Registration