ADEDEJI DANIEL-Professional Summary
To be the world’s most impactful team addition.
Work history
Chipper Cash (Remote)
September 2021- October 2022
Senior Customer Operations Analyst
• Work closely with the Product Operations, Product & Engineering in testing and
monitoring both the Naira and USD virtual cards.
• Work closely with the Product Operations, Product & Engineering, Legal & Compliance,
and Growth Marketing teams in monitoring cards expected behavior, and process flow
and creating tools to resolve users’ complaints and meet the expectations of customers.
• Set up processes to manage disputes for virtual cards.
• Ensure processes are in place in line with CBN regulation for dispute and managing
transaction flow for virtual cards.
• Processing of card services.
• Managing acquisition of transactions via cards.
• Report Design and Development.
• Raising and monitoring the disputing of card transactions on both internal and external
tools.
Chipper Cash (Remote)
June 2021 - August 2021
Customer Operations Analyst
• Provide excellent support via various touch points (email, live chat, social media, and
telephone) to customers.
• Troubleshooting of customers’ issues and successful resolution of issues raised.
• Set up processes and tools to enhance the user experience by proactively identifying
patterns with user frustrations and expectations.
• Escalating customers’ issues and feature requests to the product Operations and
Engineering team.
• Compiling regular team and customer reports (Weekly, Biweekly, and Monthly).
• Monitoring the systems to check for any issues in order to escalate these for filing before
more users are impacted.
• Taking part in special projects by the organization to help in testing and coming up with
processes and documentation for new products or markets.
• Coming up with training material and doing team training for various new products and
market launches.
Access Bank Plc
October 2018 - May 2021
Customer Service Specialist
• Respond to customers’ complaints or inquiries through inbound/outbound calls, e-mail,
live chat, and social media.
• Query, refer, and resolve customers failed transactions through various applications and
software.
• Build sustainable relationships and trust with customer accounts through open and
interactive communication
• Identify and assess customers' needs to achieve satisfaction.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Meet personal/customer service team sales targets and call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the
time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents.
• Follow communication procedures, guidelines, and policies.
• Take the extra mile to engage customers.
Access Bank Plc
July 2017 - October 2018
Digital Banking Business Development Specialist
• Established and monitor operations performance management metrics, policies, and
processes associated with Digital banking while assisting on projects to continuously
drive improvements across consumer, Business, and bill payment platforms based on
internal and external customer demand.
• Developed and implemented databases, data collection systems, data analytics, and
other strategies that optimize statistical efficiency and quality.
• Partnered with cross-functional teams and digital vendors to ensure that visions were
clear, timelines were met, and issues were resolved in a timely manner.
• Created and executed product road maps based on the voice of the customer,
technological advancements, and digital demand.
IrokoTV
January 2017 - June 2017
Telesales Executive
• Making Outbound calls to potential and existing customers.
• Closing deals on every call.
• Making at least three (3) sales per day and fifty (50) in a month.
• Activating Customers account after payment.
NYSC (National Youth Service Corps)
2016/2017
Secretary
• Registration and Documentation of new corps members posted to the local government.
• Signing of attendance for corps members during community development.
• Organizing and signing clearance forms for corps members during clearance.
• Organizing social outings for corps members.
• Led a unit of over 100 people for a period of 7 months.
Education History
Masters: MSc Artificial Intelligence and Data Science
University of Hull, United Kingdom.
2022 – 2023
Bachelor’s: BSc Statistics
University of Ilorin, Nigeria.
2012 – 2016
Access Model College
2006 – 2009
Certifications and Honors
Python for Data Science
2022
SQL For Data Science with Google Big Query – Udemy
2021
Digital Banking – Masterclass – Udemy
2021
Anti-Money Laundering Concepts: AML, KYC, and Compliance – Udemy
2021
CSMath: Make Data-Driven Decisions in Customer Success – Udemy
2021
PCI DSS Compliance: The A-Z™ Information Security Course – Udemy
2021
Project AUC Access Bank: Digital Banking Sales Team – Access Bank
2018
Skills
•
Top Notch Communication
•
Expert in customer relations
•
Customer Relationship Management
•
Excellent attention to details
