Oluwabukola Oladapo Ibirogba

OLUWABUKOLA OLADAPO IBIROGBA Lagos, Nigeria (Remote) LinkedIn: linkedin.com/in/oluwabukolaibirogba PROFESSIONAL SUMMARY Customer Support, Administrative, and Virtual Assistance professional with 6+ years of experience supporting customers and internal teams across banking, fintech, and service-based environments. Skilled in email and chat support, CRM systems, documentation, scheduling, and compliance. Adept at working with international teams, managing multiple priorities remotely, and delivering high-quality service with attention to detail. SKILLS ●​ Customer Support (Email, Chat & Phone) ●​ Virtual & Administrative Support ●​ Calendar & Schedule Management ●​ CRM Systems (HubSpot, Microsoft Dynamics, Service Logs) ●​ Data Entry & Documentation ●​ Google Workspace & Microsoft Office ●​ Process Improvement & Compliance ●​ Stakeholder & Client Communication ●​ Time Zone & Remote Collaboration ●​ Basic UI/UX & Customer Journey Awareness PROFESSIONAL EXPERIENCE Sterling Bank - Settlement Officer Analyst February 2026 – Till Date ●​ Handle settlement transactions within an agreed timeline. ●​ Review ledger entries and accounts to validate customer claims arising from ATM transactions, as well as to determine next line of action. ●​ Carry out the reconciliation of all E-settlement payables & receivables both locally and internationally within agreed timeline. ●​ Assist with carrying out timely dispute resolution arising from transactions. ●​ Liaise with Card Associations for effective reconciliation of transactions. ●​ Carry out the reconciliation of all electronic settlement both locally and internationally within an agreed timeline. Sterling Bank – Card Service Officer Dec 2025 – February 2026 ●​ Linked an average of 140 customer debit and virtual cards per day to customer accounts processed by Field Sales Officers, ensuring accuracy and compliance with internal controls. ●​ Processed and verified card requests across multiple card products while preventing errors that could result in revenue loss or customer dissatisfaction. ●​ Monitored and managed card stock levels to ensure uninterrupted card availability across branches. ●​ Liaised with third-party vendors (e.g., Interswitch) to resolve card service issues efficiently. Sterling Bank – Customer service Specialist Jan 2025 – Nov 2025 ●​ Processed customer service requests including account upgrades, account information updates, and new account opening requests. ●​ Resolved an average of 100 customer cases per period using CRM platforms, supporting branch customer service teams. ●​ Ensured strict compliance with internal controls, data accuracy, and customer confidentiality standards. ●​ Delivered consistent customer support in a fast-paced service environment. Sterling Bank – Customer Experience Specialist Jul 2022 – Dec 2024 ●​ Assisted an average of 25+ walk-in customers daily, handling inquiries, complaints, and service requests. ●​ Logged customer complaints and inquiries accurately and escalated cases to appropriate teams for prompt resolution. ●​ Opened and processed customer accounts for relationship managers in line with KYC and compliance requirements. ●​ Responded to customer emails and ensured proper documentation of all interactions. United Bank for Africa – Customer Experience Specialist Jan 2022 – Jul 2022 ●​ Handled an average of 140+ inbound calls per 11-hour shift, resolving customer complaints, inquiries, and service requests. ●​ Responded to customer emails and escalations during weekend shifts (up to 10 hours), ensuring timely and professional resolutions. ●​ Logged, tracked, and followed up on customer issues across multiple channels to maintain service quality and satisfaction. Pedisbox Ltd – Social Media Manager & Sales Administrator Jun 2021 – Nov 2021 ●​ Managed customer interactions via social media channels. ●​ Processed orders, updated customer records, and prepared sales reports. ●​ Supported admin tasks and customer follow-ups. Tradedepot - Customer Service Specialist / Telesales Agent April 2019 - April 2020 ●​ Made 100+ outbound calls daily to existing and prospective customers. ●​ Successfully closed an average of 30 sales per day while handling customer complaints and product inquiries. ●​ Maintained accurate records of calls, sales, and customer feedback to support business growth. Earlier Roles ●​ Online Office Administrative (Remote) – LI and Company EDUCATION HND & OND – Mass Communication Lagos State Polytechnic CERTIFICATIONS ●​ Google UX Design Professional Certificate ●​ Google IT Support Certificate (In Progress) ●​ Customer Service Certification ●​ Fundamentals of Digital Marketing ●​ Ethics & Compliance (CIBN)