Shola Dania
@sholadania
Technical Customer Support Specialist specializing in blockchain and digital banking issue resolution.
NigeriaWhat I'm looking for
I’m a results-driven Technical Customer Support Specialist with 6+ years of experience in banking and financial services, where I combine strong technical aptitude with deep customer empathy. I troubleshoot complex issues, resolve escalated complaints, and deliver clear solutions under pressure.
I’ve supported customers through digital banking problems like failed transactions, access issues, and fund discrepancies, while keeping ownership of the customer experience from diagnosis to escalation. I also educate customers on digital banking features, security practices, and troubleshooting steps to reduce repeat queries.
Across my roles, I’ve worked closely with internal technical teams, maintained detailed CRM logs for data-driven improvements, and helped strengthen support processes to improve resolution time and meet SLAs. I’m especially adept at translating technical processes into simple language for Web3 and blockchain-based services.
Experience
Work history, roles, and key accomplishments
Customer Service Officer
Fidelity Bank
Jan 2025 - Present (1 year 7 months)
Provided frontline technical and account support for customers experiencing digital banking issues, including failed transactions, access problems, and fund discrepancies. Diagnosed and resolved complex complaints, escalated unresolved technical issues, and educated customers on digital banking features and security/troubleshooting steps.
Customer Service Officer
Ecobank Nigeria
Jan 2020 - Jan 2025 (5 years)
Handled escalated customer complaints and disputes related to digital transactions, account access failures, and fund recovery. Investigated issues with internal technical teams, maintained CRM interaction logs, and supported process improvements to reduce resolution time while meeting SLAs.
Bank Teller
Ecobank Nigeria
Jan 2019 - Jan 2020 (1 year)
Processed customer transactions (deposits, withdrawals, and fund transfers) with minimal errors and verified cheques/electronic transfers for discrepancies. Maintained confidentiality of customer data and supported customers with accurate information on banking products and policy updates.
Factory & Sales Officer
Unifoam Nigeria
Jan 2018 - Jan 2019 (1 year)
Identified customer needs and delivered customized solutions while managing relationships with key accounts. Developed and executed promotional campaigns and sales strategies, collaborating with marketing and maintaining records of sales activities and outcomes.
Education
Degrees, certifications, and relevant coursework
Kwara State Polytechnic
Higher National Diploma in Public Administration, Public Administration
Grade: Upper Credit
Completed a Higher National Diploma in Public Administration with an Upper Credit.
Kwara State Polytechnic
Ordinary National Diploma in Public Administration, Public Administration
Completed an Ordinary National Diploma in Public Administration.
Kwara State University
Bachelor's Degree in Public Administration, Public Administration
Earned a Bachelor's Degree in Public Administration at Kwara State University.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
Interested in hiring Shola?
You can contact Shola and 90k+ other talented remote workers on Himalayas.
Message SholaGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
