Melissa Otaije
Operations & Customer Support Leader | Collections, Recovery & Compliance | EMEA & Remote
Salaire / Taux journalier
Lagos, État de Lagos, Nigeria
Freelance, ouvert au CDI
Expertises
À propos
Introduction
Hello! Operations and Customer Support Leader with 7+ years’ experience across BPO, Financial Services, and Customer Operations. I specialise in stabilising underperforming teams, building operational structure, and delivering measurable commercial outcomes across collections, customer experience, and compliance. My work is grounded in disciplined execution, people leadership, and sustainable performance. Key outcomes include delivering a £76k collections uplift within six months, recovering £150k+ in revenue, achieving sustained 90%+ QA scores, and building end-to-end operational frameworks across SOPs, QA, L&D, and performance governance. Open to senior Operations, Customer Support, or Collections leadership opportunities across EMEA and remote environments.
Expérience de travail
Ethica Resolve CC
juil. 2023 - Présent
3 ans 4 mois
Operations Manager
juin 2025 - Présent
1 an 5 mois
Assistant Lead
oct. 2024 - mai 2025
8 mois
Hoyland, Barnsley S74, Royaume-Uni
-Assisted the Line Managers in leading and coaching, a high-performance, high-function team. -Oversaw daily operations and ensured KPIs (e.g., collection rates, response times, email volume, productivity, etc.) were consistently met. -Provided guidance on complex or escalated cases (complaint handling, insolvency procedures, etc.), and ensured adherence to UK debt recovery regulations by handling sensitive cases involving vulnerable customers. -Helped develop and enforce internal policies and escalation frameworks that improved case handling efficiency & team performance. -Approved and recommended appropriate recovery actions, such as payment plans, settlements, legal escalations, etc. -Ensured a near-100% compliance by assisting in internal call audits. -Generated performance reports for senior managers. -Monitored workloads to ensure fair allocation across the team.
Customer Support Specialist
juil. 2023 - oct. 2024
1 an 4 mois
Hoyland, Barnsley S74, Royaume-Uni
-Communicate with customers about outstanding debts, converting 100+ non-paying accounts to paying accounts. -Provide personalised support in resolving customer financial obligations via multiple channels - outbound & inbound calls, emails, and texts with a 90% first-time resolution, 50-second average wrap time and a 3.6-minute average response time. -Investigate customer complaints, disputes, and discrepancies about their debt repayment to achieve customer success. -Facilitate payment investigations and refunds to enable proper account reconciliation with a 60% debit card success rate. -Contact new and defaulting customers to arrange sustainable, affordable repayment plans and collect missed payments while adhering to industry standards and regulations. -Identify vulnerable customers, understand their situation, needs, or challenges to work with them to resolve the debt while complying with FCA standards. -Monitor customer accounts to identify opportunities for upselling offers to facilitate quick and fair debt collection. -Increase productivity by 67% in 5 months with a minimum of 150 accounts daily. -Close 50+ accounts in 12 months by negotiating settlement offers with customers to enable them to gain financial freedom while meeting the company's collection goals. -Escalate tickets on time through the appropriate channels to ensure prompt and satisfactory resolution with a 1.5% escalation rate. -Collaborate with teammates and other departments to provide the best outcome for a customer. -Assist in training 10+ recruits to effectively and efficiently perform their duties.
Onboarding Specialist
PneumaCare
nov. 2022 - mai 2023
7 mois
Lagos, État de Lagos, Nigeria
-Grew the network of partner healthcare providers in Lagos by 93 providers. -Managed 10+ healthcare provider accounts to achieve company goals. -Completed sales funnel - created awareness, prospected clients, demoed products, activated accounts, and ensured follow-ups. -Collaborated with multiple teams to improve products using feedback collected from providers. -Onboarded and trained 15+ account staff members. -Ensured customer success for providers via calls, email, chat, and walk-ins.
Content Director/Business Development Executive
Oand Global
juin 2021 - oct. 2022
1 an 5 mois
Lagos, État de Lagos, Nigeria
-Curated the content creation process from start to finish – strategy, art direction, supervising designers, scheduling, and posting. -Created persuasive and engaging copies for social media, branding, marketing campaigns, etc. -Managed content calendars and online communities of clients. -Prepared pitch decks and proposals for clients’ businesses, consistently exceeding deliverables before deadlines. -Collaborated effectively with team members to develop and implement innovative marketing strategies in alignment with the company vision for increased awareness and market share. -Boosted brand visibility and created innovative sales channels by implementing digital marketing and social media strategies for clients.
Content Writer
Content MaestersFreelance
mars 2021 - déc. 2021
10 mois
Lagos, État de Lagos, Nigeria
-Created multi-niched written content (product reviews and descriptions, articles, blog posts, web content, etc.) -Optimised content for search engines by incorporating well-researched keywords and SEO techniques into the web content. -Proofread and edited content to ensure consistency in grammar and style of the brand. -Collaborated with the senior editor to ensure web content met specifications and audience engagement metrics.
Content Writer
Opera News
déc. 2019 - mars 2020
4 mois
Oron, État d'Akwa Ibom, Nigeria
-Crafted strategies to generate quality, tailor-made, and plagiarism-free content aligned and consistent with brand image. -Expanded the company’s online community and increased site clicks by promoting content on multiple platforms. -Added strong keywords for high ranking in search engines and implemented SEO optimization best practices. -Researched topics for intended articles and reviewed the project to ensure clarity, accuracy, and top quality.
Managed Care officer
The Eko Hospitals
sept. 2017 - juil. 2018
11 mois
Ikeja, État de Lagos, Nigeria
-Provided excellent customer service daily to solve customers’ problems & boost the customer base. -Optimised the queuing system for inbound patients to reduce wait time. -Handled and improved internal communications among insurance companies, patients, and the hospital, which improved outcomes for all parties. -Initiated and got authorisation for patients to access care within the facility or for referrals. -Reconciled patient claims issues and collaborated to recover disputed monies and reimbursements.
Assistant Quality control analyst
Honeywell Flour Mills Plc
oct. 2014 - mars 2015
6 mois
Ikeja, État de Lagos, Nigeria
At Honeywell, my day-to-day included: -checking that the production line and in-line processes conformed to SOPs and complied with regulatory body requirements -inspecting input materials and output samples using industry techniques -assisting in the research and development of new products -finding out the causes of product defects
Formation
University of Uyo
Bachelor of Science - BS, Food Science and Technology
Licences et certifications
Accountability and the General Data Protection Regulation (GDPR) Anti-money laundering
Délivré le : mars 2025
FCA - Customer Complaints Handling
Délivré le : avr. 2024