Oluwatosin Agboola
Columbus
Summary
Dynamic Account Specialist with extensive experience at JP Morgan Chase, recognized for excellence in chargeback resolution, and regulatory compliance. Demonstrated expertise in enhancing customer satisfaction through strategic problem-solving, and collaborative teamwork. Proficient in CRM software utilization, achieving notable reductions in chargeback incidents, while maintaining exceptional attention to detail. Committed to leveraging skills to further optimize client relations and operational efficiency.
Overview
14
14
years of professional experience
Work History
Account Specialist II Merchant Disputes-Representment
JP Morgan Chase
Columbus
08.2024 - Current
- Work closely with merchants to resolve chargebacks
- Processed pre-arbitration and arbitrations
- Fact checking other professionals on the project to ensure data and information accuracy
- Working with company leadership to define project objectives, processes, policies, procedures and rules
- Explaining policy implementation to fellow team members
Compliance Specialist
JP Morgan Chase
Columbus
01.2024 - 08.2024
- Staying current with relevant laws, regulations, and industry standards related to merchant disputes, such as those pertaining to chargebacks, fraud prevention, and data security
- Ensuring adherence to regulations and internal policies
- Investigating potential issues, and implementing strategies to mitigate risks, ultimately protecting the organization's reputation and financial standing
Account Specialist I Merchant Dispute- Front End
JP Morgan Chase
Columbus
01.2024 - 08.2024
- Investigate, respond to, and resolve customer chargebacks in a timely and accurate manner
- Work with the vendor, production, operations and sales teams to gather documentation and evidence required to dispute chargebacks
- Maintain records of chargebacks and resolutions for reporting and audit purposes
- Ensure processes are established to significantly reduce future chargebacks
- Responsible for researching and resolving card holder disputes, maintained cardholder satisfaction and reduced losses to the bank
- Remained current on Visa/Mastercard federal and state regulations
- Reviewed, researched and initiated the resolution of dispute inquiries
- Follow up on escalated issues with coaching and mentoring to learn appropriate solutions
Quality Assurance Specialist Contact Center
Epiq Global
Dublin
11.2023 - 01.2024
- Maintain and develop internal support and call center quality standards
- Review a subset of support agents’ conversations calls
- Assess support interactions based on internal standards
- Accompany evaluations with meaningful and constructive feedback
- Discuss and explain feedback with agents in regular meetings
- Analyze all customer service metrics and how the support team’s performance affects those KPIs
- Create strategies to improve support KPIs
- Help agents improve their performance with specific instructions and constant support
- Map the need for training and onboarding programs and initiate these projects
- Monitor customer service performance on the agent and team level
- Create reports that reflect support performance
- Report support team’s performance to higher-ups
- Participate in calibration sessions to maintain consistency in internal evaluations
- Contribute to the team culture in a positive manner
Live chat, social media & Emails Helpdesk
Globacom Limited
Lagos
04.2022 - 10.2023
- Engaged with customers through Live chat and social media platforms providing prompt and accurate assistance
- Responded to customer inquiries, complaints and feedback in a professional and emphatic manner
- Resolution of customer issues promptly and ensured high level of customer satisfaction
- Monitored brand mentions, comments and reviews on social media platforms
- Proactively engaged with customers to build positive relationships and loyalty
- Collaborated with cross-functional teams to escalate and resolve complex customer problems
- Identified opportunities for improvement in customer service processes and provide feedback to the team
Premium Inbound Helpdesk
Globacom Limited
Lagos
09.2019 - 04.2022
- Provided a personalized experience to the Premium and HNI (High Net worth Individuals Customers
- Managed Premium and HNI customers to identify opportunities for upselling and cross selling relevant products and services
- Built strong relationships with Premium and HNI customers, understanding their needs and providing tailored solutions
- Collaborated with cross-functional teams to resolve to resolve complex issues, ensuring prompt and satisfactory solutions
- Conducted regular customer satisfaction surveys and implemented improvements based on feedbacks
Customer Service Consultant
Globacom Limited
Lagos
05.2018 - 09.2019
- Respond promptly to customer inquiries and resolve issues through phone at first contact and ensuring a high level of customer satisfaction
- Maintain accurate and detailed records of customer interactions in the CRM system
- Collaborate with cross-functional teams to address complex customer concerns and provide effective solutions
- Achieved high customer satisfaction rating during my tenure
- Consistently met or exceeded daily and monthly performance targets for response times and issue resolution
- Handled a high volume of incoming calls and emails while maintaining a professional and friendly demeanour
- Assisted customers with product inquiries and ensuring a positive customer experience
- Contributed to the development of improved customer service procedures and training materials
- Telemarketing
Teacher
National Youth Service Corps (NYSC)
Ibadan
03.2012 - 02.2013
- Teaching Chemistry and Physics
- Organize and manage the classroom
- Prepare lesson notes and effectively teach lessons
Teller/Cashier
Mustard Microfinance Bank
Ikeja
02.2011 - 03.2012
- Responding to customer requests and inquiries
- Making recommendations about bank products and services
- Marinating and balancing cash supplies
Education
Postgraduate Diploma - Chemistry
University of Ilorin
Ilorin, Kwara State, Nigeria06.2018
Bachelor's Degree - Industrial Chemistry
Olabisi Onabanjo University
Ago-Iwoye, Ogun State, Nigeria08.2010
Skills
- Excellent communication skills
- Proficiency in Microsoft Word and Excel
- Multitasking and time management
- Chargeback resolution
- Customer service
- Regulatory compliance
- Time management
- Problem solving
- CRM software
- Teamwork
- Multitasking capacity
- Customer satisfaction
- Task prioritization
- Customer engagement
- Analytical skills
- Attention to detail
References
Available upon request.
Timeline
Account Specialist II Merchant Disputes-Representment
JP Morgan Chase
08.2024 - Current
Compliance Specialist
JP Morgan Chase
01.2024 - 08.2024
Account Specialist I Merchant Dispute- Front End
JP Morgan Chase
01.2024 - 08.2024
Quality Assurance Specialist Contact Center
Epiq Global
11.2023 - 01.2024
Live chat, social media & Emails Helpdesk
Globacom Limited
04.2022 - 10.2023
Premium Inbound Helpdesk
Globacom Limited
09.2019 - 04.2022
Customer Service Consultant
Globacom Limited
05.2018 - 09.2019
Teacher
National Youth Service Corps (NYSC)
03.2012 - 02.2013
Teller/Cashier
Mustard Microfinance Bank
02.2011 - 03.2012
Postgraduate Diploma - Chemistry
University of Ilorin
Bachelor's Degree - Industrial Chemistry
Olabisi Onabanjo University