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I am a process-driven fintech operations professional with 7+ years of experience in SaaS, e-commerce, and regulated banking environments. I specialize in end-to-end onboarding lifecycle management, AML/KYC and PSD2 compliance, workflow optimization, and cross-functional stakeholder coordination, delivering data-driven improvements that boost SLA, reduce onboarding errors, and increase customer retention.…I am a process-driven fintech operations professional with 7+ years of experience in SaaS, e-commerce, and regulated banking environments. I specialize in end-to-end onboarding lifecycle management, AML/KYC and PSD2 compliance, workflow optimization, and cross-functional stakeholder coordination, delivering data-driven improvements that boost SLA, reduce onboarding errors, and increase customer retention.

Rafiat Abosede Azeez Poznan

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I am a process-driven fintech operations professional with 7+ years of experience in SaaS, e-commerce, and regulated banking environments. I specialize in end-to-end onboarding lifecycle management, AML/KYC and PSD2 compliance, workflow optimization, and cross-functional stakeholder coordination, delivering data-driven improvements that boost SLA, reduce onboarding errors, and increase customer retention.…I am a process-driven fintech operations professional with 7+ years of experience in SaaS, e-commerce, and regulated banking environments. I specialize in end-to-end onboarding lifecycle management, AML/KYC and PSD2 compliance, workflow optimization, and cross-functional stakeholder coordination, delivering data-driven improvements that boost SLA, reduce onboarding errors, and increase customer retention.

Available to hire

I am a process-driven fintech operations professional with 7+ years of experience in SaaS, e-commerce, and regulated banking environments.

I specialize in end-to-end onboarding lifecycle management, AML/KYC and PSD2 compliance, workflow optimization, and cross-functional stakeholder coordination, delivering data-driven improvements that boost SLA, reduce onboarding errors, and increase customer retention.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Polish

Beginner

Work Experience

Customer Support Advocate at TaskRabbit

January 1, 2024 - October 28, 2025

Lead onboarding support for marketplace providers, ensuring compliance and activation readiness across multiple channels. Monitored onboarding KPIs, escalated risks to maintain high SLA compliance and ensure continuity of service delivery. Conducted onboarding training for new hires, enhancing team readiness and reducing escalations. Analyzed onboarding gaps and coordinated workflow improvements with Product & Operations teams, reducing issue resolution time by 15%.

Sales Support Specialist, Fintech at PayU S.A.

January 1, 2024 - January 1, 2024

Managed enterprise client onboarding end-to-end, ensuring AML/KYC accuracy and PSD2-aligned verification. Collaborated with Sales, Legal, IT, and Compliance teams to deliver successful go-lives across EMEA and USA. Created and maintained onboarding documentation and operational reports, improving SLA visibility and compliance. Handled chargebacks, payment disputes, and escalations in a regulated fintech environment. Owned enterprise client onboarding lifecycle — ensuring 100% AML/KYC accuracy aligned with PSD2 standards.

Customer Service Email Specialist at Stanbic IBTC Asset Management

May 1, 2021 - May 1, 2021

Executed regulated onboarding processes for investment clients, achieving 85% first-contact resolution. Reduced repeat onboarding queries by 12% through proactive communication and process standardization. Coordinated with Compliance and Operations teams to ensure AML/KYC verification and regulatory documentation accuracy. Identified process gaps in onboarding workflows and proposed improvements that enhanced SLA compliance by 10%. Provided detailed reporting and analytics on onboarding performance, helping management track KPIs and reduce escalations. Trained new team members on onboarding procedures, improving consistency and reducing errors across the team.

Customer Service Officer at SCHELPS Academy

May 1, 2018 - May 1, 2018

Delivered onboarding and multi-channel support (calls, emails, chat) for new users, reducing escalations by 10% through proactive communication. Bridged communication between customers and internal teams, streamlining processes and improving overall service efficiency. Assisted in documenting standard operating procedures for customer onboarding, improving training and consistency for new staff. Provided feedback to management on recurring customer issues, contributing to process improvements in support workflows. Trained junior staff on onboarding processes, enhancing team productivity.

Teacher, National Service at Osun State Government

April 1, 2017 - April 1, 2017

Managed and taught 100+ students, enhancing communication, mentoring, and organizational skills. Mentored students individually and in groups, strengthening communication and interpersonal abilities. Developed lesson plans and assessment strategies, demonstrating attention to detail and process planning. Coordinated with fellow teachers and administrators, enhancing collaborative skills applicable to cross-functional work environments.