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Rose Oko

@roseoko

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Customer Service Leader | Fintech, Lending & Digital Exchanges | Driving Resolution, Recovery & Team Success.

Nigeria

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What I'm looking for

I seek a role where I can lead customer support or collections teams in a fast-paced fintech or lending environment, drive KPI improvements, and grow into HR or operations leadership.

I am a customer service leader with over five years of experience in support operations, collections, and team leadership within Nigeria's fintech and digital lending sectors. I consistently deliver fast resolutions and measurable improvements in customer satisfaction and recovery.

At Tradefada Nigeria Limited, I managed wallet issues, transactions, and KYC processes, resolving 95% of inquiries within 24 hours and reducing complaints through targeted analysis. As Team Lead at HighCredit Nigeria Limited, I directed teams of 15+ agents, coached collections techniques, and raised team productivity by 30% while improving CSAT by 25%.

In collections roles, I recovered significant balances, reduced delinquency, and maintained low default rates by combining clear communication, active listening, and careful tracking using Excel and CRM tools. I also have foundational administrative and teaching experience that strengthened my communication and organizational skills.

Currently, I am expanding into HR as an HR Intern, supporting recruitment, candidate screening, and process improvements while identifying policy gaps to improve employee satisfaction. I bring a results-oriented, people-first approach and a track record of exceeding operational benchmarks.

Experience

Work history, roles, and key accomplishments

Current

HR Intern

Current

Pal Global Consulting Limited

Oct 2025 - Present (8 months)

- End-to-end support: Managed recruitment, Job Ads, sourcing, screening, onboarding, engagement, HRIS, HR analytics (reduced time-to-hire by 40% for 15+ roles).
- Efficiency & speed: 95%+ attendance, shortlisting in 24 hours
- Stakeholder satisfaction: Served internal clients (Senior HR, candidates)
- Reporting & Analytics: Tracked metrics via Excel for data-driven decisions

Recruitment ATS Microsoft Excel Interview Coordination Sourcing Shortlisting

Customer Support Specialist

Tradefada Nigeria Limited

Sep 2023 - Jun 2025 (1 year 9 months)

Resolved 95% of customer inquiries within 24 hours across email, live chat, and other CRM messaging channels, verified payments and KYC, and produced reports that reduced complaints by 20% (saving 30 hours/month in follow-ups).

Customer Support Freshdesk KYC Zendesk Ticketing Systems Customer Feedback Analysis

Team Lead, Collection & Customer Service

HighCredit Nigeria Limited

Jul 2022 - Aug 2023 (1 year 1 month)

Led a team of 15+ agents in collections and customer service, raising team productivity by 30%, reducing escalations by 30%, and increasing customer satisfaction by 25%.

Team Leadership Collections Customer Service Microsoft Excel Coaching Performance Management

Customer Service Representative

HighCredit Nigeria Limited

Feb 2021 - Jul 2022 (1 year 5 months)

Handled 25+ daily inquiries via Zendesk achieving a 95% resolution and reduced average response time by 30% while collaborating with sales and accounts to cut invoice errors by 20%.

Zendesk Customer Support Ticketing Systems Response Time Reduction Cross Functional Collaboration Customer Satisfaction Issue Analysis

Loan Collection Officer

HighCredit Nigeria Limited

Oct 2020 - Feb 2021 (4 months)

Contacted 50+ overdue customers monthly, recovered 75% of balances and collected ₦5 million, closing 90+ accounts and reducing delinquency by 25%.

Contact Data Tracking Delinquency Reporting Negotiation

Corp Member (Teacher)

Iji-Isin Central Secondary School

Jun 2019 - May 2020 (11 months)

Delivered lessons to 30+ students, achieving a 75% average pass rate and improving student performance by 20% through structured instruction and study guidance.

Classroom Instruction Lesson planning Classroom Management Student Engagement Performance Improvement

Administrative Officer

Yala Local Government Council

Oct 2014 - Mar 2015 (5 months)

Managed daily office activities and procurement, maintained accurate records for 50+ entries with 99% compliance, and handled 20+ daily public inquiries with 95% satisfaction.

Office Administration Records Management Microsoft Excel Procurement Meeting Minutes

Office Secretary

Verity Computer Institute

Oct 2011 - Feb 2013 (1 year 4 months)

Performed front-desk and administrative tasks, prepared 50+ pieces of correspondence monthly, managed schedules and supplies, and maintained student records with 99% accuracy.

Reception Administrative Support Scheduling Microsoft Word Microsoft Excel