Ayobola Ayodele

AYOBOLA AYODELE Customer Success Executive|Payment Operations Analyst​ ​ HIGHLIGHTS & ACCOMPLISHMENTS ●​ 4 years of work experience and proven success in customer support, payment operations, and fraud detection roles within FinTech and SaaS environments. ●​ Resolved over 50,000 customer queries with a 96.6% CSAT score, while maintaining a 100% success rate in handling account restrictions. ●​ Successfully managed end-to-end payment operations, including transaction monitoring, chargeback reconciliation, fraud detection, and issue resolution. ●​ Contributed to a 40% reduction in fraud cases, a significant drop in recurring account issues, and a 25% boost in user retention through proactive monitoring, efficient issue resolution, and cross-functional collaboration. ●​ At Clickafix, I helped develop support resources and FAQs. I also collaborated cross-functionally with technical and product teams to enhance customer experience and resolve complex issues. ●​ Certifications: Customer Service Fundamentals, Project Management, Compliance and Risk Management, Introduction to Cybersecurity Tools & Cyberattacks.​ ●​ Skills & Expertise: Fraud Detection & Prevention, Payment Analytics & Reporting, Chargeback Management, Regulatory Compliance (KYC) & AML Compliance, CDD, Attention to Detail, ●​ Industry Experience: Tech, SaaS, Banking/Fintech, Brand and Marketing, E-commerce, AML, and Compliance. ●​ Tech Stack: Google/MS Suite, Slack, Intercom, Paystack (Stripe Subsidiary), Zoho CRM, HubSpot, Canva, MailChimp, SeamlessHR, Notion, Power BI, Calendly, Zoom, Loom, 3CX, Freshdesk, Front, Airtable, Zapier. ​ PROFESSIONAL EXPERIENCE Payment Operation Associate & Customer Finance PiggyTech (Largest online savings & Investment platform in Nigeria) Aug 2023 - Aug 2025 Remote ●​ Conduct detailed reviews of user accounts, performing customer due diligence to ensure compliance with internal policies and regulatory standards, detecting and mitigating fraudulent activity. ●​ Collaborate with cross-functional teams to identify and rectify account discrepancies and fraud-related incidents, achieving a 40% decrease in fraud cases. ●​ Manage and resolve account restriction issues with a 100% success rate, providing clear guidance and support to users, which led to a significant reduction in recurring restrictions. ●​ Handle chargeback cases by gathering evidence and responding to dispute claims within deadlines. ●​ Onboard businesses by reviewing required compliance documentation, identifying friction points, and liaising with the appropriate departments for quick resolution, ensuring a smooth start-to-finish onboarding experience. ●​ Developed a proactive approach to resolve user issues, which has significantly contributed to maintaining high levels of customer satisfaction and trust in the organization, as evidenced by a 25% increase in positive feedback, a 96.6% CSAT score, and user retention. ●​ Detect and address payment irregularities, inconsistencies, and possible risks, ensuring timely escalation for resolution. Customer Success Executive​ ​ ​ ​ ​ ​ Piggyvest (Largest online savings & Investment platform in Nigeria) ​ ​ ​ ​ ​ NOV. 2022 – AUG. 2023 ​ Lagos, Nigeria ●​ Resolve 300+ customer issues daily on first contact with a high level of efficiency. ●​ Achieved a 97.3% customer satisfaction (CSAT) score through excellent customer service. ●​ Collaborate effectively with technical and other cross-functional teams to resolve complex customer issues and ensure customer satisfaction and retention. ●​ Proactively formulate strategies and initiatives to drive product improvement, increase customer satisfaction, and revenue, leveraging customer feedback and insight. Customer Success Officer​ ​ ​ ​ ​ ​ Clickafix Nigeria Limited (Tech Startup -Home service & repair ecosystem) ​ ​ MAR. 2022-NOV. 2022 ​ Remote ●​ Provided email and call support to 200+ customers monthly, identifying and proactively addressing customers' pain points, complaints, and ensuring customers get the most out of our service. ●​ Involved in creating website FAQs and support page articles, which increased the team’s efficiency and enhanced customer satisfaction by 40%. ●​ Collaborated with cross-functional internal teams in onboarding over 500 artisans and also increasing the number of active customer base from 500 to over 2,000 within six months. Copywriting/ Account Management Intern MAR. 2022 - NOV. 2022 ​ TISV Digitals (Digital & Creative Agency) ​ Lagos, Nigeria ​ ●​ Wrote advertising copies designed to effectively reach over 100k target audiences to promote products and services. ●​ Developed daily content for social media platforms using creative concepts.​ ●​ Utilized social media analytics tools, such as Cyfer, to track audience engagement on 3 platforms, ensuring a 5% weekly ​ and a 20% monthly growth rate. Operation and Sales Manager ​​ ​ Saralóge Beauty Place (E-commerce/Retail)​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ JAN. 2018 – DEC. 2021 ​ Akure, Nigeria ●​ Managed the business's daily operations, keeping track of inventory and financial records. ●​ Ensured the end-to-end process of procuring goods locally, as well as internationally, ensuring maximum efficiency and adherence to set standards. ●​ Designed engaging social media content to drive sales and brand awareness. EDUCATION Bachelor of Science, Microbiology Federal University of Oye Ekiti Nov. 2015 - OCT. 2020 Ekiti, Nigeria​ ​ CERTIFICATIONS ●​ Compliance and Risk Management - HRCI (2025) ●​ Introduction to Cybersecurity Tools & Cyberattacks - IBM (2023) ●​ Customer Service Fundamentals - Knowledge Accelerators (2023) ●​ Foundations of Project Management - Google (2023) ​ SOCIAL IMPACT ●​ Volunteer, Lagos Food Bank - Nutrition-focused initiative committed to fighting hunger in Nigeria, 2025 ●​ Volunteer, Nigeria Red Cross Society- Humanitarian Organization meeting the needs of vulnerable people, 2024 ​