ASAKE JEREMIAH SEGUN

Customer Support & Credit Product Specialist

LinkedIn

About

Highly accomplished Customer Support & Credit Product Specialist with over 5 years of experience in Fintech, EdTech, and BPO. Proven expertise in remote-first environments, optimizing CRM workflows, and driving significant improvements in repayment efficiency (25%) and active user growth (40%). Adept at leveraging data-driven insights and cross-functional collaboration to enhance customer satisfaction, retention, and drive measurable business growth.

Work Experience

Credit Product Specialist

FairMoney Microfinance Bank

Jan 2025 - Present

Abuja, Federal Capital Territory, NG

Led product testing and analysis initiatives to enhance loan products, usability, and repayment structures, driving significant improvements in user experience and financial outcomes.

  • Enhanced user experience through data-driven adjustments and customer feedback analysis, increasing repayment efficiency by 25%.
  • Collaborated cross-functionally to deliver user-friendly payment platforms, driving a 40% growth in active users.
  • Provided actionable insights to improve customer journeys, payment channels, and product adoption strategies, supporting ongoing enhancements for recovery rates and customer satisfaction.
  • Managed over 400 daily customer interactions, achieving a 15% reduction in issue resolution time through proactive CRM usage.
  • Negotiated repayment agreements, consistently exceeding recovery targets by 82%.

Product Sales Specialist / Customer Support

Ulesson Education Technology

Aug 2022 - Dec 2023

Abuja, Federal Capital Territory, NG

Managed product sales and customer support, driving revenue growth and enhancing user satisfaction through effective cross-selling, technical assistance, and client relationship management.

  • Increased revenue by 20% through effective cross-selling and upselling during support interactions.
  • Reduced product-related inquiries by 15% through timely, clear technical support and user guidance.
  • Onboarded and nurtured over 60 client relationships using Freshsales CRM, ensuring high satisfaction.
  • Achieved consistent sales targets and improved customer satisfaction metrics through personalized support.

Sales Team Lead

ISON BPO

Mar 2022 - Aug 2022

Ibadan, Oyo State, NG

Led a sales team to consistently exceed acquisition targets and enhance performance through strategic client communication and process optimization.

  • Led a team of sales representatives, exceeding quarterly targets and improving acquisition by 10%.
  • Managed client communications via CLM CRM to drive retention and service excellence.
  • Enhanced team performance through process improvements, boosting efficiency by 12%.

Customer Support Representative

ISON BPO

Nov 2019 - Mar 2022

Ibadan, Oyo State, NG

Provided comprehensive multichannel customer support, consistently exceeding service level agreements and resolving complex issues to ensure high customer satisfaction.

  • Delivered multichannel support, consistently exceeding SLA targets for responsiveness and quality.
  • Resolved 90% of customer complaints on first contact through active listening and empathetic engagement.
  • Maintained 95% ticket accuracy across diverse client accounts, ensuring precise record-keeping and issue tracking.

Education

Business Administration

Bingham University

Sep 2013 - Jun 2017

Karu, Nasarawa State, NG

Certificates

Customer Relationship Management: CRM Basics to Advanced

Unknown

Jan 2023

Professional Diploma in CRM Platforms Management

Unknown

Jan 2023

Building Rapport with Customers

LinkedIn Learning

Jan 2023

Communicating with Emotional Intelligence

LinkedIn Learning

Jan 2023

Sales: Handling Objections

LinkedIn Learning

Jan 2023

Effective Listening

LinkedIn Learning

Jan 2023

Languages

English

Skills

Customer Support & Success

  • Remote Customer Support & Success (B2B/B2C)
  • Client Onboarding & Retention Strategies
  • Customer Experience
  • Multichannel Support (Phone, Email, Chat)
  • Customer Satisfaction
  • User Adoption
  • SLA Management
  • Complaint Resolution
  • Ticket Accuracy

Product Management & Recovery

  • Loan Recovery & Credit Product Management
  • Product Testing
  • Product Analysis
  • Usability Improvement
  • Repayment Structures
  • Repayment Efficiency
  • Payment Platforms
  • Active User Growth
  • Product Adoption Strategies
  • Recovery Rates

CRM & Sales Tools

  • Zendesk
  • Freshdesk
  • HubSpot
  • Salesforce
  • Leadsquare
  • Instafin
  • Freshsales CRM
  • CLM CRM

Data & Analytics

  • Data-Driven Decision Making
  • Metabase
  • Excel
  • Data Analysis
  • Customer Feedback Analysis
  • Actionable Insights

Operations & Process Improvement

  • Process Optimization
  • Operational Efficiency
  • Process Improvements
  • Workflow Optimization
  • Record Management

Problem Solving & Communication

  • Problem Solving & Technical Troubleshooting
  • Cross-Functional Collaboration
  • Empathetic Communication
  • Active Listening
  • Negotiation
  • Client Communications
  • Technical Support
  • User Guidance

Remote Work & Global Operations

  • Remote-first Support
  • Google Workspace
  • Slack
  • Zoom
  • Multi-time Zone Support
  • Global Customer Support

Leadership & Team Management

  • Team Leadership
  • Performance Enhancement
  • Target Achievement
  • Sales Team Management