Customer Support & Operations Specialist

ADEDEJI DORCAS ADEDOLAPO

Lagos, Nigeria Open to Remote Roles (US UK Canada EU)

+234 810-***-**** ******************@*****.***

www.linkedin.com/in/dorcasadedeji

CUSTOMER SUPPORT & OPERATIONS SPECIALIST

FinTech Customer Support Customer Success Remote Operations CRM Support PROFESSIONAL SUMMARY

Customer Support and Operations Specialist with 7+ years of experience in fintech, microfinance, and customer service environments. Proven ability to manage high-volume omnichannel support while maintaining accuracy, efficiency, and strong customer satisfaction.

Skilled in CRM systems including Zendesk, Salesforce, Freshdesk, HubSpot, and Zoho Desk, with experience across chat, email, phone, WhatsApp, and social media support.

Consistently delivers 95%+ CSAT, handles 80–100+ daily interactions, and resolves Tier-1 issues with minimal escalation. KEY ACHIEVEMENTS

Maintained 95%+ Customer Satisfaction (CSAT) across fintech support roles

Handled 80–100+ customer interactions daily while meeting SLA targets

Reduced escalation rates through first-contact resolution

Improved team performance by 15% as Call Center Team Lead

Strengthened customer retention through improved communication and resolution speed

Ensured accurate CRM documentation across Zendesk and Salesforce CORE SKILLS

Customer Support Tools

Zendesk Salesforce CRM Freshdesk HubSpot Zoho Desk Jira Service Desk Support Channels

Email Live Chat Phone WhatsApp Business Social Media Support Operations & Technical Support

Ticket Management Account Troubleshooting Payment Issues User Onboarding Escalations Bug Reporting Performance Metrics

CSAT SLA Compliance First Response Time Average Handle Time QA Remote Tools

Slack Zoom Microsoft Teams Google Workspace Notion Soft Skills

Communication Emotional Intelligence Conflict Resolution De-escalation Active Listening Problem Solving PROFESSIONAL EXPERIENCE

Customer Service Representative (FinTech Support) PalmPay 2025 – Present

Handle 80–100+ customer interactions daily across multiple channels

Maintain 95%+ CSAT through efficient issue resolution

Resolve Tier-1 issues independently and reduce escalation volume

Support wallet, payment, and account troubleshooting

Log and track cases using Zendesk and Salesforce

Meet SLA targets consistently

Customer Service & Operations Specialist Blooms Microfinance 2021 – 2025

Managed customer onboarding and account support

Resolved repayment and transaction disputes

Maintained accurate CRM records

Improved first-contact resolution rates

Worked with compliance and risk teams

Call Center Team Lead Kash Kash (Blue Ringe) 2019 – 2021

Led a team of 11 agents

Improved performance by 15% through coaching

Handled escalated complaints

Managed shift scheduling for coverage

Business Development Officer Complanet Technology 2016 – 2019

Generated qualified business leads

Managed client relationships

Collected customer feedback for improvements

EDUCATION

BSc Communication Technology National Open University of Nigeria 2016 REMOTE WORK SETUP

Stable high-speed internet with backup connection

Power backup system (inverter/solar support)

Dedicated quiet workspace

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