ADEDAYO AYILEKA

Led product development initiatives for a self-service digital debt management platform, driving strategic alignment and user experience improvements.

• Developed comprehensive Product Requirement Documents (PRDs) by conducting user research and gathering stakeholder feedback, defining clear and concise product specifications.
• Formulated the product vision, strategy, and roadmap, ensuring alignment with overall business objectives and market needs.
• Collaborated with cross-functional teams (engineering, design, customer support) to develop a self-service digital debt management platform, improving the onboarding process by 20% through usability testing.
• Translated product features into user stories, managing and prioritizing the team's backlog to reflect evolving user and stakeholder requirements.
• Utilized project management tools for efficient planning, tracking, and management of the digital debt management platform's development lifecycle.

Managed product support and training for account managers, ensuring high customer satisfaction and optimizing debt collection performance.

• Trained new and existing account managers on product knowledge, enhancing their ability to collect overdue loan payments from delinquent customers.
• Maintained client's customer satisfaction at 95% by resolving complex customer issues and recommending appropriate solutions based on in-depth product knowledge.
• Achieved an average company score of 90%+ on monthly product knowledge tests for account managers, significantly contributing to increased client satisfaction and improved collections performance.
• Summarized and updated client's product training decks with current information, ensuring account managers had the latest product knowledge for effective customer engagement.

Managed customer portfolio analysis and recovery strategy, significantly improving debt recovery conversion rates through ethical collection methods.

• Analyzed, bucketized, and uploaded customer portfolios into CRM platforms, optimizing customer contact strategies based on account manager strengths.
• Conducted weekly project review sessions to appraise recovery strategies and measure performance, ensuring continuous improvement and accountability.
• Achieved an average project recovery conversion rate of 2.41% from an average call portfolio size of N1.2B by deploying ethical collections strategies via calls only.

Coordinated a team of 10+ account managers, driving organizational growth through KPI achievement and effective debt collection strategies.

• Coordinated a team of 10+ account managers, achieving set KPIs that contributed to organizational growth and improved operational efficiency.
• Delegated tasks according to client requirements and account managers' strengths, optimizing workflow efficiency and team productivity.
• Conducted weekly performance feedback and review sessions, fostering account managers' growth and skill development.
• Achieved an average personal recovery percentage of 80% and team recovery percentage of 50% from June 2020 to May 2022, demonstrating strong leadership and performance.
• Contacted delinquent customers assigned by fintech clients to recover overdue loan payments, maintaining ethical collection practices.

Managed debt collection efforts for fintech clients, consistently achieving high personal recovery rates and contributing to financial performance.

• Contacted delinquent customers assigned by fintech clients to recover overdue loan payments, ensuring timely and effective debt resolution.
• Entered customer feedback data obtained from communication into CRM platforms, providing valuable insights for process improvement.
• Prepared weekly portfolio reports summarizing results and recovery performance, enabling data-driven decision-making.
• Achieved an average personal recovery percentage of 70% from October 2019 to May 2020, consistently exceeding performance targets.

Developed a product portfolio highlighting a debit card solution for teenagers for Kuda Digital Bank, focusing on user-centric design and financial literacy.

Developed a detailed product portfolio for MoodBudget, a financial management application, emphasizing intuitive budgeting and expense tracking.

Awarded for exceptional debt recovery performance, ranking second overall.

Acknowledged for proactive leadership and engagement as a Team Lead.

Recognized for outstanding performance as an Account Manager.