Oladoye Ayomide Christiana

About Me

Customer Service is Not Just What I Do — It Is Who I Am

I am a Customer Service and Operations Professional with over 6 years of progressive experience across financial services and healthcare. I started on the frontline handling high volume inbound inquiries and worked my way up to leading teams, building company policies, and driving measurable business results.

I specialise in first-contact resolution, complaint handling, debt recovery, CRM management, and multi-channel client communication. I take full ownership of every interaction and I bring genuine care, accuracy, and professionalism to everything I do.

Remote ready. Fully equipped. GMT+1. Available immediately.

          🏦 Financial Services Expert
          Loan management, collections, debt recovery, KYC and AML compliance across microfinance and fintech environments
        

          🏥 Healthcare Support Experience
          Patient records, medical billing, release of information and HIPAA compliance at Longe Medical Center
        

          👥 Team Leadership
          Led 20+ recovery agents, authored company credit policy, implemented performance frameworks at New Edge Finance
        

          🌍 Remote Work Ready
          Stable internet, dedicated workspace, experienced with all major remote collaboration and CRM tools
        

Core Competencies

What I Bring to Every Role

📞

Inbound & Outbound Support

First Contact Resolution Call Handling Escalation Management Multi-channel Support

💰

Collections & Debt Recovery

Loan Recovery Payment Negotiation Account Management Aging Reports

👥

Team Leadership & Coaching

Performance Management Staff Training KPI Monitoring Process Improvement

📋

Compliance & Documentation

HIPAA Compliance KYC & AML Policy Development Record Keeping

💻

CRM & Data Management

HubSpot Zendesk Zoho CRM Freshdesk

📄

Document Production

Microsoft Word Adobe PDF Report Writing Data Entry

Work History

Professional Experience

Customer Service Representative

Fair Money Microfinance Bank

APRIL 2025 — PRESENT

Manage 90 to 150 customer inquiries daily across phone, email, and live chat with consistently high first-contact resolution rates
Handle loan documentation, customer correspondence, and CRM records with zero-error accuracy
Guide customers through loan applications, reducing processing delays and improving completion rates
Track 100% of pending applications and repayment reminders ensuring full SLA compliance
Deliver financial education on repayment plans contributing to improved repayment compliance

Team Lead, Loan Recovery

New Edge Finance Nigeria Limited

JANUARY 2022 — MARCH 2025

Led a team of 20+ recovery agents overseeing daily operations, KPI monitoring, and professional development
Authored the company credit policy from scratch, reducing bad debt exposure and ensuring regulatory compliance
Produced structured performance reports, credit notes, and month-end loan aging reports for senior management
Delivered training programs on CRM usage, documentation standards, and customer communication protocols
Reviewed and approved credit applications enforcing creditworthiness standards that protected company revenue

Collection Officer

Transnnet Financial Nigeria Limited

MAY 2020 — DECEMBER 2021

Recovered 60 to 75% of overdue accounts through proactive follow-up, negotiation, and structured payment plans
Compiled monthly debt analysis reports providing management with accurate aging summaries and recovery forecasts
Drafted professional customer correspondence for payment options, dispute resolution, and account updates

Inbound Customer Support

Transnnet Financial Nigeria Limited

JULY 2019 — MAY 2020

Delivered multi-channel support via live chat, phone, and email with high first-contact resolution rates
Logged 100% of customer interactions in CRM systems maintaining full audit trails and data integrity
Verified customer identity per KYC and AML policies maintaining zero compliance breaches

Customer Service Representative

Longe Medical Center

DECEMBER 2017 — PRESENT

Managed high-volume inbound patient inquiries on appointments, billing, and medical record requests
Maintained strict HIPAA compliance and patient confidentiality with zero breaches across all handled accounts
Built and maintained relationships with patients, attorneys, and insurance companies for smooth information processing

ATS Optimised

Key Professional Keywords

Customer Service First Contact Resolution Inbound Call Handling Outbound Communication CRM Management Debt Recovery Collections Team Leadership Performance Management HIPAA Compliance KYC Verification AML Compliance Escalation Handling Customer Retention Multi-channel Support Process Improvement Data Entry Document Production Loan Management Remote Work Customer Satisfaction Complaint Resolution Account Management Policy Development Cross-functional Collaboration Patient Records Medical Billing Release of Information SLA Compliance Coaching & Training