Bolanle Ola

Bolanle Ola-| - | Lagos, Nigeria | linkedin.com/in/bolanle-ola Blur out Blur out Blur out Blur o Blur out Blur Professional Summary Customer Service Lead with 5+ years’ experience in fintech, specializing in enhancing customer satisfaction, optimizing service delivery, and leveraging data analysis to improve decisionmaking. Skilled in CRM systems, Power BI, and loan risk assessment, with proven success in reducing default rates and improving customer experience. Strong communicator and team leader with a track record of aligning service operations with business goals. Core Skills • • • Customer Service: CRM (PettyCash, Paymyrent), Issue Resolution, Customer Retention, Feedback Analysis, Service Scripts, Communication (Written & Verbal). Data & Financial Analysis: Power BI, Excel/Google Sheets, Data Visualization, Loan Assessment, Credit Risk Analysis, Statistical Evaluation. Leadership & Management: Team Leadership, Performance Monitoring, Process Improvement, Problem-Solving, Critical Thinking. Professional Experience Customer Service Lead | Paymyrent Nigeria Jan 2023 – Present • • • Designed and rolled out service scripts across all customer touchpoints, ensuring consistency and improving response time by 15%. Analyzed service performance data using Power BI, identifying recurring issues and reducing repeat complaints by 20%. Provided customer insights to the management, influencing product enhancements and boosting customer retention. Customer Service Representative | Paymyrent Nigeria Jul 2022 – Dec 2022 • • Resolved customer inquiries via phone, chat and email, achieving an 85% satisfaction score. Collaborated with IT team to address technical issues, reducing average resolution time by 25%. • Documented feedback trends and escalated insights, contributing to improved customer policies. Loan Analyst | PettyCash Nigeria Jul 2019 – Jul 2022 • • • Assessed loan applications through statistical analysis, maintaining a 90% approval accuracy. Reduced loan default rates by 15% via portfolio monitoring and proactive risk assessments. Counseled clients on repayment plans, ensuring compliance and strengthening customer trust. Certifications • • • • Data Analysis Certificate | SLA & Jobberman | Aug 2025 English for IT (Cisco Networking Academy) | Aug 2024 Data Analysis | ALX | Dec 2023 Data Analysis | Explore AI Academy | Dec 2023 Training • Prevailer’s Leadership Academy | July 2021 Education Bachelor of Science (B.Sc.), Biochemistry | University of Lagos | 2014 – 2018