Femi Isaac Abolaji

ISAAC FEMI ABOLAJI Lagos, NG | - |- PROFESSIONAL SUMMARY Detail-oriented customer service professional with 4+ years of experience supporting operations, coordinating schedules, and managing high-volume inquiries in fast-paced environments. Skilled in client communication, appointment coordination, data entry, and maintaining accurate records to ensure efficient operations. Experienced in supporting billingrelated processes and delivering reliable, professional service in structured, customer- facing settings. Recognized for strong organization, attention to detail, and consistent customer success. CORE SKILLS Onboarding Processing | Client Communication | Appointment Scheduling | Data Entry & Records Management | Customer Service | Call Handling | Billing Support & Payment Processing | Microsoft Office (Excel, Word, Outlook) | Attention to Detail | Multitasking | Organization | Freshdesk | CRM | Zendesk | Email Support | Live Chat PROFESSIONAL EXPERIENCE Customer Success Officer — NowNow Digital System, Lagos Nigeria Aug 2025- Till Date • • • • • • • • Provided prompt and professional responses to customer inquiries across phone, email, and inbranch channels. Processed transactions such as deposits, withdrawals, transfers, and account updates. Assisted customers with new account openings, KYC documentation, and onboarding requirements. Identified customer needs and recommended appropriate banking products and services. Maintained accurate customer records and ensured compliance with data protection and financial regulations. Supported fraud prevention by identifying unusual activities and escalating concerns. Guided customers in using digital banking platforms and self-service tools to improve their banking experience. Collaborated with operations, compliance, and credit teams to ensure smooth service delivery. Customer Service Representative — Afri-Health, Lagos Nigeria June 2024 – July 2025 • • • • • • • Achieved a 95% first-call resolution rate by responding promptly to customer inquiries. Delivered clear product explanations and guided customers through services. Maintained detailed records to enhance service quality and support internal coordination efforts for optimal customer support, contributing to a 10% improvement in data accuracy. Maintained detailed customer records and call logs to support service improvement. Assisted customers in selecting suitable plans and services. Participated in team knowledge-sharing and internal briefings. Contributed to a seamless handover process between departments. Customer Service Representative — Axa Mansard Health, Lagos Nigeria Jan 2023 – May 2024 • • • Reduced repeat inquiries by 18% through in-depth product knowledge. Guided clients through health plan options and claims processes. Helped streamline client onboarding through clear instructions and follow-up. • • • Managed multiple client cases while maintaining high service standards. Collaborated with internal teams to resolve recurring issues. Logged interactions systematically for accurate reporting. Customer Service Representative — Airtel Payment Service Bank, Nigeria Jan 2022 – Dec 2023 • • • • • • • Engaged customers across multiple communication channels. Provided fast response to inquiries, applications, and account changes. Handled complaint resolution and customer follow-up. Advised clients on available credit options. Documented account updates and processed transactions. Trained in new tools and workflows to enhance response quality. Encouraged product upgrades through targeted up-selling. EDUCATION & CERTIFICATION Bachelor of Science, Sociology | University of Ilorin 2016 – 2019 Advance A ‘level in Commerce | Ahmadu Bello University, Zaria Nigeria- VOLUNTEER EXPERIENCE Educator, Peer Group Organization Nigeria Youth Service Corps, Imo State 2020 – 2020 • Designing and implementing age-appropriate, play-based learning activities that promote cognitive, social, emotional, and physical development. • • Tailoring activities to meet both individual children need and group goals. Creating a supportive, welcoming environment where children feel safe, valued, and respected. • Encouraging social skills such as sharing, turn-taking, cooperation, and empathy. Trainer, Boys Bridge Association CSMC Church, Osogbo 2018 – 2023 • Actively working with young people in a BB setting following successful completion of a relevant Youth Leader Training course. • Identify, deliver and support ongoing training and leader development (in conjunction with Training Conveners). • Preparation of materials/resources as appropriate to facilitate training sessions.