Open to work
Francis Akunwanne
IPF Digital
Tallinn
Work preference
Job search status:
Open to work
Desired job title
Service Delivery ManagerOperations ManagerLoan Operations ManagerCustomer Care Team LeadLoan Specialist
Work Type
Full time
Location preference
On-siteHybrid
Location:
London, ENGManchester, MANUnited Kingdom
Open to relocation:
Yes
Minimum Desired Compensation
£41700/yr
1
Language
1
Certification
3
years of post-secondary education
5
Years of experience
Dynamic Senior Customer Care Specialist and Operations Shift Lead with extensive experience scaling operations and leading 45+ team members across specialized lending departments. Proven track record in optimizing workflows and implementing AI tools, driving a 37% improvement in SLA compliance. Expert in Salesforce administration and cross-functional escalation management, ready to drive excellence in a high-growth UK lending market.
Work history
Senior Customer Care Specialist
1 Year 3 Months- Shift Leadership & Floor Supervision: Lead daily floor operations and shift scheduling for loan handling agents, dynamically reallocating capacity across phone queues, email backlogs, and document verification to meet strict SLA targets. Providing targeted coaching for front-line and loan handling agents, increasing their efficiency and quality by a 23% margin month to month.
- Loan Operations & Exceptions: Act as primary escalation point for complex policy interpretations, authorizing high-level loan approval exceptions and unusual process exceptions outside standard representative limits.
- Platform & AI Optimization: Utilize Salesforce daily to examine multifaceted account issues, assess root causes of system errors, and configure/manage automated outbound voice campaigns and AI response systems to drive engagement and completion rates for pending loan applications.
- Reporting & Stakeholder Management: Aggregate shift performance data and compile operational progress reports for Headquarters, the General Manager, and the Head of Operations, tracking key business metrics (application conversion, ticket volumes, system uptime).
Customer Care Specialist & Consultant
1 Year 4 Months- Authorized loan applications based on customer verification and reviewed comprehensive financial details.
- Collaborated with customers through email and telephone to resolve application inquiries.
- Leveraged Salesforce daily to resolve complex account issues, identify root causes of system errors, and enhance workflow efficiency.
- Evaluated loan approval rates through thorough examination and verification of applicant financial information.
- Executed thorough risk assessments for loan applications, resulting in minimized defaults.
SMA Operator
1 Year 5 Months- Analyzed complex operational information to provide effective solutions to technical and process problems, consistently aligning with company guidelines.
SEO Intern
3 Months- Analyzed SEO strategies, goals, and presented findings to management while managing end-to-end digital project deadlines.
Verification Specialist
4 Months- Reviewed 2000+ cases per week, verifying client information, authorizing existing evidence on file, and communicating updates with automation departments to streamline decision-making for new applications.
Education
Bachelor of Arts
- Crossmedia | Tallinn University | Tallinn, Estonia
- Erasmus+ Program | Tallinn University, Tallinn, Estonia
Skills
Operations & Leadership: Service Delivery Management
Shift Leadership
SLA & KPI Management
Team Capacity Planning
Workflow Optimization
Escalation Triage.
FinTech & Lending: Loan Origination & Escalations
Policy Exception Approvals
Referral Partner Onboarding
Consumer Credit Support
Risk Awareness.
Tools & Platforms: Salesforce (Daily User)
Jira
AI Response Systems
Outbound Campaign Tools (Robocalls)
SQL.
Strategy & Collaboration: Incident Management
Technical Troubleshooting
Executive KPI Reporting
Stakeholder Management.
Certification
- Certifications: MySQL for Data Analytics and Business Intelligence (2025-07)
- Languages: English – Proficient (C2) | IELTS Academic: Band Score 8
Accomplishments
Obtained a band score 8 in IELTS (International English Language Testing System exam)
Languages
English
C2
Proficient
Timeline
Senior Customer Care Specialist
IPF Digital
2025.08 - CurrentRead More
Customer Care Specialist & Consultant
IPF Digital
2024.03 - 2025.07Read More
SMA Operator
Ericsson Eesti AS
2022.10 - 2024.03Read More
SEO Intern
Global Commerce Media
2022.08 - 2022.11Read More
Verification Specialist
Veriff
2021.11 - 2022.03Read More
Tallinn University
Bachelor of Arts
2021.08 - 2024.06Read More