Olatooke Ola
@olatookeola
Customer service specialist with 10+ years optimizing digital banking operations.
NigeriaWhat I'm looking for
I am a results-driven customer service specialist with over ten years' experience in digital banking operations, refunds and dispute resolution, and client service management. I consistently resolve complex customer issues, streamline transaction processes, and leverage technology to improve satisfaction and operational efficiency.
At Wema Bank I led initiatives that increased new account openings by 62% through onboarding process improvements and overhauled settlement and reconciliation across multiple payment platforms. As a Refunds and Dispute Specialist and Customer Support Specialist, I reduced complaints, minimized chargebacks, and recovered funds through thorough investigations and cross-institution collaboration.
I bring strong leadership, CRM and process-improvement skills, and advanced product knowledge to teams focused on delivering exceptional customer experiences. I am committed to proactive problem-solving, maintaining data confidentiality, and driving continuous improvement in digital financial services.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Sterling Bank
Jan 2023 - Present (3 years 5 months)
Diagnose and resolve card declines and transfer failures by liaising with merchant and beneficiary banks, trace and recover funds, and manage airtime, bill payments, and ATM transactions to ensure uninterrupted e-banking services.
Refunds and Dispute Specialist
Keystone Bank
Sep 2021 - Dec 2022 (1 year 3 months)
Led refunds, disputes, and chargeback processing for ATM, POS and web transactions (MSC/Verve/Visa), reducing complaints and financial exposure through improved dispute management and team guidance.
Digital Operations Manager
Wema Bank
Jun 2019 - Sep 2021 (2 years 3 months)
Overhauled settlement and reconciliation for electronic products across NIBSS, Remita, Interswitch and others, and redesigned onboarding processes that increased new accounts by 62% while ensuring accurate GL reporting.
Client Business Service Manager
Wema Bank
Jan 2012 - Dec 2018 (6 years 11 months)
Managed teller and cash vault operations with a 3-minute transaction turnaround, improved transfer accuracy to 98%, and led client-facing operations that increased branch productivity by 70%.
Education
Degrees, certifications, and relevant coursework
University of Suffolk
Master of Business Administration, Business Administration
Pursuing a Master of Business Administration at the University of Suffolk, focusing on advanced business management and leadership topics.
University of Lagos
Master of Science, Risk Management
2015 - 2015
Completed a Masters in Risk Management, covering enterprise risk frameworks and financial risk mitigation techniques.
Bowen University
Bachelor of Arts, Economics
2010 - 2010
Earned a Bachelor degree in Economics with coursework in microeconomics, macroeconomics, and quantitative methods.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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