Dorcas Oyaniyi (Mcib)
About Dorcas Oyaniyi (Mcib)
Dorcas Oyaniyi is a Team Lead in Customer Experience with expertise in fraud and dispute analysis in the fintech sector. She has a strong history of meeting sales and service KPIs and has worked at Access Bank Plc and Umba, among other companies.
Work at Umba
Dorcas Oyaniyi serves as the Team Lead for Customer Experience at Umba. In this role, she focuses on enhancing customer interactions and satisfaction. Since joining the company in 2021, she has utilized her expertise in fraud and dispute analysis to improve service delivery. Her leadership contributes to the overall customer experience strategy, ensuring that the team meets the expectations of clients and stakeholders.
Current Role at Access Bank Plc
Dorcas Oyaniyi has been working at Access Bank Plc as a Customer Relationship Management Specialist since 2018. In this position, she leverages her extensive product and process knowledge to meet and exceed sales and service KPIs. Her responsibilities include resolving customer complaints and implementing strategies that enhance customer retention and lead generation.
Education and Expertise
Dorcas Oyaniyi holds a Bachelor of Engineering degree in Electrical and Electronics Engineering from the University of Ilorin. Her educational background provides a solid foundation for her work in the fintech sector, particularly in fraud and dispute analysis. This expertise is crucial for her current roles, where she applies technical knowledge to improve customer experience.
Previous Experience
Before her current roles, Dorcas Oyaniyi gained valuable experience as an Engineer Intern at Nigerian Breweries Plc in 2015, where she worked for two months in Ibadan. Additionally, she interned at ipNX Nigeria Limited from 2014 to 2015 for five months in Lagos. These positions helped her develop skills in engineering and customer service, contributing to her professional growth in the fintech industry.
Achievements in Customer Experience
Dorcas Oyaniyi has a proven track record of implementing solutions that enhance customer retention and lead generation. Her experience in resolving customer complaints effectively has led to a reduction in complaint rates. Through her work, she consistently meets and exceeds performance metrics, demonstrating her commitment to improving customer experiences in the fintech sector.