ADEKUNLE OLUWADAMILARE ONI

Managed a diverse portfolio of loan accounts, proactively identifying overdue and high-risk customers to mitigate financial exposure.

Negotiated and structured tailored repayment plans and settlement options, optimizing recovery outcomes based on individual customer financial situations.

Engaged borrowers through professional multi-channel communication (calls, SMS, email) to facilitate overdue payment recovery while maintaining positive customer relations.

Maintained meticulous and up-to-date records of all customer interactions and payment activities, ensuring data integrity for compliance and strategic decision-making.

Analyzed customer creditworthiness, repayment behavior, and transaction history to accurately assess risk and approve loan restructuring decisions.

Educated customers on Palmpay Credit terms, repayment schedules, and financial discipline, contributing to reduced repeat delinquencies and improved payment compliance.

Maintained accurate records of all collections activities, payment promises, and customer interactions within the CRM system.

Successfully recovered overdue payments by engaging borrowers across multiple channels, including calls, SMS, and email.

Managed a high volume of 80-120 daily customer inquiries across phone, email, and chat, consistently achieving a 95% customer satisfaction rating.

Reduced repeat customer contacts by 30% by efficiently resolving complaints and issues within defined Service Level Agreements (SLAs).

Maintained 99% data accuracy while processing orders, returns, and critical account updates, ensuring seamless customer experience.

Enhanced customer retention by 20% through proactive problem-solving and personalized support, building strong client relationships.

Streamlined resolution processes by 25% through effective collaboration with internal teams on escalated customer issues.

Optimized workflow efficiency by 30% through comprehensive management of daily office operations and scheduling for a team of 5+ staff.

Produced accurate reports, correspondence, and records with 99% accuracy, ensuring timely delivery for critical administrative functions.

Reduced scheduling conflicts by 40% by meticulously coordinating meetings, travel arrangements, and calendars for senior management.

Improved document retrieval time by 35% by implementing and maintaining efficient filing systems and digital databases.

Boosted overall management productivity by 25% by providing proactive and comprehensive administrative support.