Mobolaji Bayagbon
Customer Success Specialist
Thamesmead
Summary
Seasoned customer success professional with top-notch oral and written communication skills, an active listener with proven analytical problem-solving prowess. I am Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support, highly Proficient in customer service best practices and related options. I have experience promoting, building, and guaranteeing high customer satisfaction across emerging financial institutions and technology sector. I am known for exceeding business expectations, managing customer’s needs, working proactively with customers to cultivate and maintain potential and existing relationships using innovative ideas and technology while ensuring compliance with best practices.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
Work History
Customer Success Specialist
MasterCard
01.2022 - Current
- Serve as main point of contact to assigned financial institutions, payment aggregators and provide excellent customer service to all customers and partners
- Retain and grow medium to large accounts by developing an in-depth understanding of customer’s and partner’s business problems or goals and internal workflows
- Identify areas of opportunity and/or concern based on usage patterns, data inputs, response time, and regular communication with clients
- Utilize various analytics, reporting, and other internal software to maximize customer success
- Proactively identify opportunities in assigned customer portfolio for increased adoption of products and expansion into other areas of the business
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provide primary customer support to internal and external customers.
Product Owner
Opay
10.2020 - 12.2021
- Built, managed, and grew the Opay payment gateway to rake over $50million in revenue within 6 months from launch date
- Collaborated with products and engineering teams alongside other stakeholders such as designers, and internal customers to define the details behind the business requirements for the payment gateway
- Oversaw entire product deployment from vision and creation to rollout and delivery.
- Worked alongside the product development team to understand product requirements and develop a payment gateway roadmap
- Managed and prioritized the product backlogs to be continually aligned with business value and also ensured development team executes according to the product management team’s strategic goals and priorities
- Drafted and refined user’s stories into tasks for the development team as well all worked with this team to execute
- Passionate advocate of the product vision and acted as the voice of the customer throughout the product life cycle development
- Acted as knowledge broker to resolve blockers
- Responsible for developing inspiring platform for the payment gateway product visions, the features derived from business needs, market opportunities, and technology trends.
Customer Success Manager
NIBSS - Central Switch
09.2019 - 10.2020
- Onboarded over 600 new partners that drove huge volumes, achieved over $200m in revenue in year 2020, increasing revenue by over 100%
- Drove efficient customer onboarding and bespoke product development of digital payment solutions and technology for Other Financial Institutions (OFIs) - Micro-finance Banks, Mortgage Banks, Mobile Money Operators, Development Finance Institutions and Payment Service Banks
- Ensured licensed Micro-finance Banks, Mobile Money Operators, Mortgage Banks, Development Finance Institutions and Payment Service Banks in my portfolio are configured and integrated to the digital payments systems and infrastructure on the national switch operated by NIBSS
- Commercially led robust, targeted, systematic, and strategic business development efforts to sustainably grow NIBSS business (i.e., revenue & income budgets) and ensured positive contribution from the emerging markets sub- sector
- Collaborated with the various product teams to identify, originate, validate, and develop new solutions, products and services that will enhance digital inclusion of Other Financial Institutions (OFIs)
- Created, evaluated, and analyzed proposals for new business ideas, electronic payment products and digital solutions for emerging markets
- Develop sector/segment specific propositions that enhanced uptake of digital financial & non- financial services by Other Financial Institutions (OFIs) licensed by the CBN
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Digital Solutions Relationship Manager
NIBSS - Central Switch
07.2016 - 09.2019
- Managed the Nigerian Financial Capital Market Operators such as, Securities Depositories, Exchanges, Registrars, Stockbroking firms, Bureau de Changes, Funds and Asset Managers to enable efficient organizational processes by leveraging on shared service infrastructure
- Supervised Multinationals, Pension Fund Administrators/Custodians, Finance Houses, and Insurance companies by delivering bespoke electronic and digital products and services that will enhance their identification, payment, and collection processes
- Innovated business strategies that facilitated increase outreach, penetration, and expansion of digital financial services to financially under-served population segments and clusters of the unbanked, under-banked and financially excluded Nigerians to drive adoption of financial services
- Collaborated to pursue the ideals of financial inclusion among critical informal sector associations, agencies, and government functions
- Created strategic partnerships that facilitated access to basic financial services through innovative solutions that adopt the latest digital payment technologies
- Provided integrated analytical support to the management team to enable effective strategy formulation and implementation for vertical markets customers.
Relationship Manager/Business Banker
Stanbic IBTC Bank
01.2014 - 06.2016
- Managed asset and liability portfolio of over $500 million
- Maintained over 200 corporate accounts and an average of 1500 SME business accounts with monthly turnover of over $2Billion
- Generated over $3million from charges and fees monthly
- Initiated at least 250 credit assessment and structuring as a business banker.
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
- Generated new business and referral clients in partnership with financial advisors and branch team.
Credit Analyst Trainee
Standard Bank
08.2013 - 01.2014
- Monitored and analyzed credit portfolios to identify opportunities for improvement
- In charge of the Bank’s risk grading system for all credit applications
- Reviewed and evaluated over 180 product paper-based credit applications
- Developed risk analysis reports using statistical models for loan restructuring for credit department
- Collaborated with team members to achieve target results.
Account/Administrative Office
Zircon Marine Limited
03.2013 - 08.2013
- Conducted research, gathered information from multiple sources and presented results.
- Monitored and reviewed accounting and related systems reports for accuracy and completeness, resolving accounting discrepancies
- Handled financial data and report for the company’s automated financial systems
- Provided management with up to date and continuous costing of products/project pricing.
Education
Master of Science - Finance and Investment
University of Greenwich
London, United Kingdom 09.2021 - 09.2022
Bachelor of Science - Economics
Obafemi Awolowo University
Nigeria 09.2006 - 09.2011
No Degree - Statistics For Business Analytics And Data Science
IBM Skills Build
12.2022 - 12.2022
No Degree - Foundation Data Analysis
Entry Level
09.2020 - 11.2020
No Degree - Agile Product Management
Utiva Product School
06.2021 - 10.2021
No Degree - Customer Relationship
Lagos Business School (LBS)
09.2018 - 09.2018
Skills
Tools & Technologies (Salesforce CRM, Microsoft Office, JIRA, Confluence)
Timeline
No Degree - Statistics For Business Analytics And Data Science
IBM Skills Build
12.2022 - 12.2022
Customer Success Specialist
MasterCard
01.2022 - Current
Master of Science - Finance and Investment
University of Greenwich
09.2021 - 09.2022
No Degree - Agile Product Management
Utiva Product School
06.2021 - 10.2021
Product Owner
Opay
10.2020 - 12.2021
No Degree - Foundation Data Analysis
Entry Level
09.2020 - 11.2020
Customer Success Manager
NIBSS - Central Switch
09.2019 - 10.2020
No Degree - Customer Relationship
Lagos Business School (LBS)
09.2018 - 09.2018
Digital Solutions Relationship Manager
NIBSS - Central Switch
07.2016 - 09.2019
Relationship Manager/Business Banker
Stanbic IBTC Bank
01.2014 - 06.2016
Credit Analyst Trainee
Standard Bank
08.2013 - 01.2014
Account/Administrative Office
Zircon Marine Limited
03.2013 - 08.2013
Bachelor of Science - Economics
Obafemi Awolowo University
09.2006 - 09.2011
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