Seyi Sarah Oguntoyinbo Customer Success | Operations | Fintech | Mobility

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Customer Success Executive

Moove

Oct 2022 - Current (3 years 9 months)

• Offering detailed advice on product and service benefits to customers. • Train and coach drivers to increase productivity and growth. • Scheduling customer appointments and sending reminders to maintain an active schedule. • Adhering strictly to policies and procedures to maintain compliance. • Resolving customer requests with friendly, knowledgeable service and support, achieving positive customer feedback. • Follow up with other teams to ensure escalated issues are resolved. • Sending renewed vehicle documents and particulars to drivers. • Assists the manager in implementing and updating procedures to maintain quality standards. • Resolves system errors and provides techniques to streamline workflows for customers. • Works with th

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Customer Success - Compliance

Palmcredit NG

Oct 2019 - Sep 2022 (3 years)

• Updates and corrects customer's information • Negotiated customer repayment plans, consistently maximizing early payments to reduce debt recovery time. • Conducted KYC and verification of customers' information via various channels. • Inform customer's inquiries on due amount, due dates, and credit limits • Analyze potential Credit risk customers and operational risk using the company's operational policy • Performed collection of overdue debts, reconciling high-volume account queries. • Tactfully Investigated and established Sales Agents fraud and violations, customers, and third-party fraud using excellent trouble shooting and interaction handling skills • Onboarding of new staff • Resolved complex collection cases, liaising with

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Operations Administrative Assistant

ESPN logistics and courier limited

Mar 2018 - Mar 2019 (1 year 1 month)

• Monitored and supervised Firstmonie Agency Banking operations. • Processed financial transactions, including deposits, withdrawals, and bank transfers. • Issued receipts and ensured accurate records of transactions. Assisted the Finance Manager with financial reporting and management. Prepared internal memos and other documentation. • Resolved customer complaints and addressed issues promptly. • Contributed to GMV growth through the implementation of sales leads. • Collaborated with the sales team to improve customer retention. • Monitored and supervised daily operations. • Assisted in the preparation of financial reports. • Processed customer transactions. • Collaborated with the Finance Manager to ensure accurate records. - • Reso

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LAISON/KOS Resolution Analyst (Customer Experience)

KONGA ONLINE SHOPPING LIMITED INCORPORATED IN NIGERIA

Oct 2017 - Dec 2017 (3 months)

• Resolved customers and merchants complaint on pending delivery and return issues. • Investigated items missing and damaged in transit. • Team up with Claims unit, Audit & Risk management and Franchise partners to resolve complaints on mismatched orders, missing and damaged items. • Managed and modified Warehouse orders. • Compensate aggrieved customers with vouchers with authorization from my supervisor. • Carefully selected customers who are qualified for free vouchers during the customer's retention campaign.

Customer Support Agent - Inbound Call Center

Konga Online Shopping Ltd

Mar 2017 - Sep 2017 (7 months)

• Complete call log according to standard operating procedures • Provide product and service information to customer via telephone and email • First contact Resolution • Troubleshooting customer complaints and escalating to appropriate queue • Managing customer’s account and orders. • Contribute to GMV by order placement and order recovery.

President - Community Development Society (NYSC)

International Committee of the Red Cross ICRC

Jan 2016 - Oct 2016 (10 months)

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Quality Assurance Intern

Sevenup Bottling Company Ikeja Nigeria

Jul 2014 - Oct 2014 (4 months)

Carried out analysis on raw materials used for production in the company. Quality control analysis on all products. Preparation of chemical reagents used for analysis. Assisted in the production of carbonated drinks. Assisted in the Iron removal filter (IRF) plant and Water treatment plant. Prepared Goods Received Report (GRR). Monthly analysis of Effluent water samples from all production plants. Central laboratory store-keeping.

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Administrative Coordinator

Sebol clinic and Maternity Home

Jan 2011 - Jan 2015 (4 years 1 month)

Handles and resolves patients’ complaints/grievances as per policies and procedures. Oversee daily administrative operations to ensure smooth workflow and efficiency. Maintain patient records, ensuring confidentiality and accuracy. Coordinate with medical and non-medical staff to optimize patient care services. Manage hospital supplies and ensure timely procurement to avoid shortages. Supervised and oversaw the hospital budgets, billing, and financial reporting. Ensure compliance with healthcare laws, regulations, and hospital policies. Scheduled appointments and coordinated staff shifts for efficient hospital operations

Seyi Sarah Oguntoyinbo

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