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Dolapo Ogungbola

@dolapoogungbola

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I lead fintech customer experience operations, improving responsiveness, automation, and customer journeys.

Nigeria

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What I'm looking for

I'm looking to lead customer experience operations where I can use customer insights, automation, performance data, and cross-functional collaboration to improve service quality and end-to-end customer journeys.

At Sparkle Nigeria, I lead a four-member customer experience team supporting about 5,000 tickets monthly. I reduced first response time from two hours to 30 minutes and introduced improvements that cut manual ticket handling by about 40%.

I use Freshdesk and Power BI to turn ticket data, complaints, and customer feedback into service improvements. I've also built experience across Sterling Bank, Guaranty Trust Bank, and recruitment, partnering across teams to resolve complex issues and strengthen customer journeys.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Team Lead

Current

Sparkle Nigeria

Nov 2025 - Present (11 months)

Promoted from Customer Experience Specialist to Team Lead, leading a 4-member CX team supporting approximately 5,000 customer tickets monthly. Reduced first response time by 75% and drove automation initiatives that cut manual ticket handling by 40%.

Customer Experience Team Leadership Performance Management Freshdesk Power BI KPIs OKRs Voice Of Customer Process Automation Service quality SLA Escalation Management Knowledge Management Agent Training

Customer Experience Specialist

Sparkle Nigeria

Nov 2023 - Nov 2025 (2 years)

Managed customer enquiries and complaints across digital support channels, analyzed feedback and ticket data to identify service gaps, and led customer feedback initiatives. Produced monthly CX updates and supported training and knowledge-base development.

Customer Support Data Analysis Voice Of Customer Knowledge Management Training Cross Functional Collaboration Reporting

Recruitment Consultant

FMCG Search

Jul 2023 - Nov 2023 (4 months)

Managed end-to-end recruitment within the FMCG sector, from candidate sourcing and screening to client engagement and placement. Conducted market research and developed client relationships to identify hiring needs.

Recruitment Candidate Sourcing Screening Customer Relationship Management Market Research Head Hunting

Customer Service Specialist

Sterling Bank Plc

Jul 2022 - Dec 2022 (5 months)

Handled customer enquiries, requests, and complaints across multiple digital channels, providing accurate and timely support. Resolved outstanding issues through proactive follow-up and cross-functional engagement.

Customer Service Complaint Resolution Documentation Cross Functional Collaboration Communication Skills

Customer Service Officer

Guaranty Trust Bank Plc

Apr 2021 - Jul 2022 (1 year 3 months)

Addressed customer enquiries and complaints through live chat, phone, and email, ensuring timely and professional resolution. Collaborated across departments and supported fraud-risk reduction through real-time assistance and monitoring.

Customer Service Conflict Resolution Fraud Monitoring Collaboration Onboarding Training

Pediatrics Social Worker

Catholic Relief Services

Aug 2020 - Apr 2021 (8 months)

Supported children and adolescents living with HIV and their caregivers with care, treatment adherence, and retention support. Encouraged timely medication pick-up and maintained accurate patient records.

Social Work Patient Support Case Management Documentation

Junior Counsellor

State Secretariat Oyo State

Oct 2018 - Sep 2019 (11 months)

Created and facilitated youth seminars and entrepreneurship forums, providing vocational and social support to young adults. Supported delivery of skill-acquisition programmes and counselling initiatives.

Counselling Youth Development Facilitation Vocational Services