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Funke Ogungbade

@funkeogungbade

I lead customer experience operations, quality improvement, and high-volume contact center teams across fintech markets.

Nigeria

Message

What I'm looking for

I'm looking to lead customer experience or contact center operations where I can improve service quality, coach teams, use performance insights to solve customer issues, and drive measurable operational improvements.

At FairMoney, I lead customer experience operations across Uganda and Zambia, managing service delivery, escalations, performance, quality, and coaching while presenting weekly customer insights to Global Leadership.

I've built my customer-service career across FairMoney and Ecobank, achieving 97% customer satisfaction and earning Ecobank's Overall Best Staff recognition in 2021. I also create AI-generated commercials and episodic storytelling content that grew an AI storytelling TikTok page to 10,000+ followers.

Experience

Work history, roles, and key accomplishments

Current

Country Manager / Team Lead, Customer Experience

Current

FairMoney

Sep 2025 - Present (1 year 1 month)

Lead customer experience operations across Uganda and Zambia, coordinating people, performance, quality, and service delivery. Present weekly performance reports and insights to Global Leadership and manage escalations and complex customer issues.

Customer Experience Team Leadership Performance Monitoring Quality Assurance Escalation Management Reporting Coaching

Team Lead – Collections Operations

FairMoney

Jul 2024 - Aug 2025 (1 year 1 month)

Managed collections operations across Zambia and Uganda, with responsibility for performance, reporting, coaching, and operational improvement. Prepared and presented weekly and monthly performance reports and recovery insights to senior stakeholders.

Collections Operations Performance Management Reporting Coaching Data Analysis Stakeholder Communication

Quality Assurance & Training Analyst

FairMoney

Apr 2023 - Jun 2024 (1 year 2 months)

Managed customer support quality assurance, coaching, training, and performance improvement initiatives. Reviewed customer interactions and provided feedback to improve communication and service quality.

Quality Assurance Coaching Training Customer Interaction Review Feedback Analytics Reporting

Customer Service Representative

FairMoney

Jan 2022 - Mar 2023 (1 year 2 months)

Handled high-volume customer interactions, account validation, complaints, and issue resolution while maintaining service quality. Listened actively to customer concerns and communicated resolutions clearly.

Customer Service Complaint Resolution Active Listening Problem Solving CRM Multitasking