Abisola Aderemi

ABISOLA ADEREMI SEDIKAT OBJECTIVE To secure a Customer Service Manager position at a leading organization, leveraging 6+ years of experience managing support operations and teams in fast-paced fintech environments. Proven expertise in building scalable customer service frameworks that drive satisfaction, retention, and operational efficiency, with a track record of improving NPS by 60 points and reducing resolution times by 40%. Research Interest: Digital payments systems, Financial technology innovation, Customer experience in fintech, Algorithmic trading, Blockchain applications in finance, Risk management in digital financial services Software/Tech skills: SEO and Digital Marketing, CRM Systems (Intercom, Zendesk, Tawk.To), Microsoft Office Suite, Product Design, Customer Support Software, Process Optimization, Operations Management EDUCATION Lead City University, Ibadan, Oyo State, Nigeria Oct. 2024 – Till Present M.Sc. in Hospitality and Tourism Relevant Courses (Grades): Accommodation Facilities (A), Tourism Development (A), Event Management (A), Food and Beverage (A), Culinary (A), Research (A), Contemporary (A), Hotel Facilities (A) and Operations Management (A). Federal University of Technology, Minna, Niger State, Nigeria Oct. 2013 – Aug. 2018 B.Tech in Food Sciences and Technology Relevant Courses (Grades): Food Engineering (A), Food Processing (A), Food Theology (A), Food Packaging (A), Quality Control (A), and Quality Assurance (A). PROFESSIONAL EXPERIENCE IN FINTECH Head of Customer Support | Cardify Africa (Savertech Limited), Lagos, Nigeria March 2020 – Present • Leading customer operations for a digital savings and investment fintech platform • Managed end-to-end customer support operations for over 30,000+ active users conducting financial transactions • Implemented data-driven strategies that reduced customer complaint resolution time by 40%, improving Net Promoter Score (NPS) from 45 to 72 • Developed and optimized customer onboarding workflows that increased user activation rate by 35% within the first 30 days • Analyzed transaction patterns and customer behavior data to identify pain points in the user journey, leading to a 25% reduction in transaction failures • Collaborated with product and engineering teams to implement features based on customer feedback, resulting in enhanced platform functionality for savings goals and automated investments • Created a comprehensive knowledge base and FAQ resources that reduced repetitive inquiries by 50%, enabling the team to focus on complex financial queries • Established key performance metrics (KPIs) for customer satisfaction, retention rates, and lifetime value, presenting monthly reports to executive leadership • Trained and mentored a team of 8 customer support specialists on fintech compliance, fraud detection, and financial product knowledge Customer Relations Manager | LoadNG Ibadan, Nigeria 2018 – 2020 • Managed customer experience for a crypto-to-cash fintech platform • Oversaw customer relationship management for a platform processing 100,000+ monthly transactions across Nigeria • Implemented customer segmentation strategies that improved targeted communication and increased repeat transaction rates by 30% • Designed and executed customer retention campaigns using data analytics, achieving a 20% increase in customer lifetime value • Collaborated with the finance team to streamline payment reconciliation processes, reducing discrepancies by 60% • Developed SOPs for handling financial disputes and chargebacks, ensuring compliance with regulatory requirements • Analyzed customer transaction data to identify trends and patterns, providing insights that informed product development and pricing strategies • Created engaging content and graphics for digital marketing campaigns that increased user acquisition by 45% • Managed cross-functional collaboration between technical, operations, and sales teams to ensure seamless service delivery. Managing Director | Shortleters by Gate Africa, Ibadan, Lagos, Abuja Nigeria  2021 – Present • Lead operations for a technology-enabled short-stay accommodation business serving clients across Lagos and Oyo State • Oversee day-to-day operations across Quality Assurance, Client Relationship, Procurement, and Field Operations teams (10-member cross-functional unit) across 7 shortlets in Lagos and Oyo State • Built and optimized operational frameworks for property onboarding, guest experience, vendor management, and facility maintenance workflows • Implemented performance management and target-tracking systems, improving operational efficiency and service delivery consistency • Led end-of-quarter business review and strategy sessions to drive revenue goals, occupancy performance, and experience standards • Managed multi-city property portfolio, ensuring high occupancy, reduced downtime, and remarkable customer experience across WhatsApp, Google, Airbnb, and other channels • Strengthened customer relationship processes and digital service touchpoints, enhancing response time, guest satisfaction, and retention • Collaborated with property owners, service vendors, and internal stakeholders to maintain quality standards and scale apartment inventory strategically ADDITIONAL PROFESSIONAL EXPERIENCE Teaching/Front Desk Officer | The Fountain Schools, Ota, Ogun State, Nigeria 2019 – 2020 • Developed analytical and problem-solving skills through curriculum planning and student assessment • Managed administrative operations, including scheduling, records management, and stakeholder communication • Demonstrated strong organizational and multitasking abilities in a fast-paced educational environment Laboratory Technician | Food Concept Pioneer, University of Ibadan (SIWES Program) 2017 • Conducted experiments following strict protocols and documented results with precision • Maintained laboratory equipment and ensured compliance with safety standards • Collaborated with production teams and applied quality control methodologies • Developed attention to detail and analytical skills essential for data-driven decision-making RELEVANT PROJECTS AND INITIATIVES Fintech Customer Experience Optimization Project | Cardify Africa 2021 – 2022 • Led a comprehensive analysis of customer journey mapping across digital touchpoints • Identified friction points in the account funding and withdrawal processes through data analysis • Implemented solutions that reduced transaction abandonment rate by 28% • Presented findings and recommendations to C-suite executives, influencing product roadmap decisions Digital Marketing and User Acquisition Campaign | LoadNG 2019 • Designed and executed a multi-channel digital marketing strategy targeting young professionals • Utilized SEO optimization and content marketing to increase organic traffic by 60% • Analyzed campaign performance metrics and adjusted strategies to optimize customer acquisition cost (CAC) • Achieved a 40% reduction in CAC while maintaining the quality of acquired users PROFESSIONAL DEVELOPMENT AND CERTIFICATIONS Customer Service Excellence | Udemy 2020 • Customer relationship management, conflict resolution, communication strategies, service quality metrics School of Product | Altschool Africa 2021 • Product management fundamentals, user research, product lifecycle, agile methodologies, data-driven decision making Financial Technology Fundamentals | Ongoing Self-Study 2023 • Digital banking, payment systems, blockchain technology, cryptocurrency, and regulatory compliance in fintech LEADERSHIP EXPERIENCE Team Lead | Customer Support Department, Cardify Africa 2020 – Present • Led a team of 8 customer support specialists, conducting performance reviews and career development planning • Implemented team training programs on financial products, fraud prevention, and compliance regulations • Fostered a culture of continuous improvement and customer-centric service delivery Content and Graphics Lead | LoadNG 2018 – 2020 • Directed content creation strategy for social media platforms, achieving 150% growth in engagement • Managed a small team of content creators and designers to maintain brand consistency • Developed crisis communication protocols for addressing platform issues and service disruptions PROFESSIONAL MEMBERSHIPS AND AFFILIATIONS • Member, Young African Leaders Initiative (YALI) Network 2021 – Present • Active Member, Women in Hospitality in Nigeria (WHIN) 2020 – Present • Participant, Fintech Nigeria Community Events and Workshops 2019 – Present AWARDS AND RECOGNITION • Outstanding Performance Award, Cardify Africa Customer Support Excellence2022 • Best Customer Relations Manager, LoadNG Annual Recognition 2019 • Academic Excellence Award, Federal University of Technology, Minna 2017 RELEVANT COMPETENCIES Financial Services: Digital payments, Mobile money operations, Transaction reconciliation, Financial product knowledge, Fraud detection and prevention, Regulatory compliance awareness Data and Analytics: Customer data analysis, Transaction pattern identification, KPI tracking and reporting, A/B testing, Conversion rate optimization, User behavior analytics Operations Management: Process optimization, Workflow automation, Team leadership, Cross-functional collaboration, Project management, Strategic planning Technology: CRM platforms, Support ticketing systems, Data visualization tools, Digital marketing tools, Basic programming concepts, Financial technology platforms Communication: Stakeholder management, Executive reporting, Technical writing, Content creation, Crisis communication, Multilingual capability (English, Yoruba) LANGUAGES English (Native/Fluent), Yoruba (Native/Fluent) INTERESTS Financial Markets and Trading, Emerging Financial Technologies, Data Analytics, Digital Transformation, Technology Innovation, Traveling, and Meeting New People. REFERENCES Available upon request