Johnson Oyin

Led end-to-end customer service operations supporting 7M+ monthly transactions, ensuring 99.9% service uptime and SLA adherence. Improved service delivery with banking partners by reducing transaction delays, strengthening monitoring/escalations, and reducing fraud-related incidents while mentoring team leads.

Supervised a lending-services customer support team, improving first contact resolution and strengthening service efficiency with banking partners. Designed customer service training to improve onboarding and oversaw repayment processing workflows to ensure billing accuracy and collections reliability.

Led customer service and operations for loan servicing, dispute resolution, and payment processing. Reduced complaints through escalation frameworks, improved dispute resolution within SLA timelines, and supported compliance through daily transaction approvals and audit readiness.

Managed high-value client relationships and delivered premium, personalized support to achieve 95%+ customer satisfaction. Handled multi-channel issues with fast resolution, ensured accuracy for high-value transactions, and oversaw Direct Debit and Standing Order execution reliability.

Managed end-to-end customer interactions, improving customer satisfaction and resolving complex complaints to reduce escalations. Provided consistent support across touchpoints and received commendations for mediating conflicts and maintaining customer relationships.

Handled 100+ daily customer inquiries while maintaining high service quality and responsiveness. Reduced escalation rates through effective issue resolution and proactive communication while maintaining compliance with service standards.

Grade: 2nd Class (Upper Division)

Earned a B.A (Hons) in English-Portuguese at Lagos State University from 2012 to 2016, achieving a Second Class Upper Division.

Completed Senior Secondary Certificate Examinations (SSCE) at Make-Hay Group of Schools from 2003 to 2009.