Customer Service & Billing Support Specialist

MODUPE ADELANI

Customer Service & Support Professional

720-***-**** ***************@*****.*** Boulder, CO linkedin.com/in/modupe-adelani-347649189

PROFESSIONAL SUMMARY

Dedicated Customer Service and Support Professional with 6+ years of experience delivering exceptional customer experiences across banking, financial services, and corporate environments. Proven ability to handle high volume inbound and outbound calls, resolve complex customer inquiries, de-escalate complaints, and document interactions accurately in CRM systems. Strong background in account troubleshooting, billing support, payment resolution, and case management. Detail-oriented, empathetic, and highly effective in remote work environments. Adept at meeting and exceeding quality assurance standards, SLA targets, and customer satisfaction metrics. Proficient in Microsoft Office Suite, CRM platforms, QuickBooks, Zoom, Google Meet, and Microsoft Teams.

CORE COMPETENCIES

Inbound & Outbound Call Handling Customer Inquiry Resolution Complaint De-escalation & Conflict Resolution

CRM Systems & Customer Documentation Ticketing Systems & Case Management Live Chat & Email Support

Billing & Account Support Payment Dispute Resolution Order Processing & Data Entry

Remote Customer Support Quality Assurance (QA) Standards SLA & KPI Performance Metrics

Microsoft Office Suite (Excel, Word, Outlook) Zoom Google Meet Microsoft Teams QuickBooks CRM Tools

PROFESSIONAL EXPERIENCE

Customer Billing & Account Support Specialist (Remote) Entice Clothing Company – Lagos, Nigeria Jan 2026 – Present

•Provided remote customer support for billing inquiries, invoice disputes, and payment-related issues, resolving cases accurately and efficiently via phone and email

•Managed accounts receivable communications, following up with customers on outstanding balances and negotiating payment resolutions in a professional and empathetic manner

•Documented all customer interactions, account updates, and payment records in digital systems, maintaining data accuracy and compliance with internal protocols

•Troubleshot account discrepancies and billing errors, coordinating with internal teams to deliver timely resolutions and maintain high customer satisfaction

•Collaborated remotely with vendors, customers, and management across time zones, improving communication and reporting efficiency by 20%

Customer Service Officer Guaranty Trust Bank Plc – Lagos, Nigeria Mar 2021 – Dec 2021

•Delivered frontline customer service in a high-volume banking environment, handling account inquiries, transaction processing, and service-related issues with professionalism and empathy

•Responded to inbound customer inquiries via phone and in-person, providing accurate information on products, account status, and banking services

•Maintained accurate digital records of all customer transactions and service cases, ensuring documentation met quality assurance and compliance standards

•Consistently met daily service targets and quality assurance benchmarks, contributing to branch performance goals and customer retention

•De-escalated customer complaints by actively listening, identifying root causes, and delivering solutions that aligned with bank policies

Customer Service Agent BlueRidge Microfinance Bank Ltd. (OKash) – Lagos, Nigeria Jul 2019 – Jun 2020

•Managed high-volume inbound and outbound calls in a fast-paced call center environment, handling customer inquiries, loan account questions, and service complaints

•Logged all customer inquiries, complaints, and resolutions into CRM and customer database systems, ensuring complete and accurate case documentation

•Escalated complex or unresolved cases through ticketing workflows, following up to ensure timely closure and customer satisfaction

•Prepared weekly performance reports tracking call volumes, resolution rates, and customer feedback metrics

•Maintained a professional and empathetic tone in all customer interactions, contributing to improved first-call resolution rates

Credit Analyst – Client Communication & Account Review Access Bank Plc – Lagos, Nigeria Jun 2022 – Dec 2023

•Communicated with clients regarding loan application status, documentation requirements, and account decisions, ensuring clear and professional correspondence

•Managed a high volume of client accounts monthly, reviewing financial data and providing updates in a timely, customer-focused manner

•Resolved client concerns related to credit decisions and account discrepancies, escalating issues appropriately and following up to ensure resolution

•Maintained detailed client records and interaction logs in compliance with banking regulations and internal documentation standards

Finance & Account Support Intern Leadway Assurance Company Ltd. – Lagos, Nigeria Apr 2017 – Sep 2017

•Supported customer-facing accounting operations including data entry, documentation, and responding to account-related inquiries

•Assisted senior staff with client record management and routine account support tasks

EDUCATION

Higher National Diploma (HND) – Accountancy Federal Polytechnic, Ado-Ekiti, Nigeria

CERTIFICATIONS & PROFESSIONAL DEVELOPMENT

•Google Fundamentals of Digital Marketing

•Virtual Assistant Certification

•CRM & Finance Tools Expertise

•Data Analysis Certification

•QuickBooks Certified

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