Lois Adebawojo
Customer Service Adviser @Monzo
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WORK HISTORY
Customer Service Adviser @Monzo
Delivered frontline support for a mobile-first digital banking product while capturing structured customer insights to inform product improvements, usability optimisation, and experience-led feature prioritisation within a regulated financial services environment. · Deliver omnichannel customer support via in-app chat and email, resolving 95% of enquiries within SLA while maintaining CSAT scores through consistent, empathetic, and user-focused engagement. · Analyse recurring customer issues across payments, fraud, and account access, identifying usability gaps that informed product feedback loops and contributed to the reduction in repeat customer contacts. · Escalate complex technical and high-risk cases to specialist teams, reducing resolution turnaround time while ensuring strict compliance with FCA regulations and internal data protection policies. · Capture and document customer behaviour patterns and pain points, supporting internal product discussions that improved self-service flows and increased successful issue resolution without agent involvement by 18%. · Maintained deep knowledge of Monzo’s product features, policies, and in-app journeys, reducing incorrect escalations and improving first-contact resolution rates across service channels.
EDUCATION
Babcock University
Bachelor of Science - BS, Computer Technology/Computer Systems Technology
ABOUT LOIS ADEBAWOJO
Result-oriented Product Owner and Project Manager with proven experience driving end-to-end delivery of digital products and technology initiatives within Agile environments. Skilled in translating business objectives and stakeholder requirements into prioritised backlogs, clear delivery plans, and executable roadmaps that align scope, timelines, and resources. Strong background in coordinating cross-functional teams, managing dependencies, mitigating delivery risks, and ensuring predictable execution across multiple workstreams. Adept at stakeholder engagement, progress reporting, and data-driven decision-making to deliver customer-centric solutions on time, within scope, and against measurable success metrics.KEY ACHIEVEMENTS · Successfully launched a real-time reconciliation system processing high-volume transactions, reducing manual errors by 10% and accelerating settlement timelines. · Redesigned enterprise reporting dashboards, improving financial visibility and decision-making while reducing report generation time by 5% for internal teams and external stakeholders. · Delivered an enhanced shipment tracking experience that eliminated 90% of WISMO enquiries, significantly reducing customer support workload and operational costs. · Optimised cross-border logistics workflows, reducing average delivery turnaround time and increasing successful delivery completion rates by 10%. · Drove automation initiatives that reduced reconciliation processing time by eight hours daily, enabling operational scale without proportional increases in headcount or overhead.
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