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Ogundipe Nelson

@ogundipenelson

Message

I’m a contact center CX/CS lead combining banking operations and data analysis to improve service quality.

Nigeria

Message

What I'm looking for

I’m looking to lead customer-focused contact center operations and use data (Power BI, SQL, reporting) to improve banking operations, controls, and incident resolution—while continuously raising AHT, NPS, CSAT, and service quality.

I’m a customer experience and service lead in banking operations, recognized for driving process improvements, enhancing customer satisfaction, and supporting business growth through data-driven insights. In my current Team Lead role at Signature Bank, I prepare regulatory (CBN) and internal performance reports, ensuring compliance with timelines and data accuracy.

I also support core banking applications by extracting, validating, and reconciling transaction data across systems (including Oracle Flexcube and NIP), investigate incidents using root cause analysis, and collaborate with technical and business teams to resolve issues within SLAs. Previously at OPay NG, I strengthened operational and financial reporting through data cleaning, validation, and transformation, and helped resolve reconciliation breaks while improving internal control processes—bringing a proactive, communication-focused approach to continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Team Lead - Contact Center

Current

Signature Bank

Jun 2025 - Present (1 year 1 month)

Led contact center operations by preparing weekly regulatory (CBN) and internal performance reports, ensuring compliance with timelines and data accuracy. Monitored core banking applications by extracting, validating, and reconciling transaction data across Oracle Flexcube and NIP, and managed service-quality metrics (AHT, NPS, CSAT, QA) to drive continuous improvement.

Contact Center Operations Regulatory Reporting performance reporting & Compliance Data Reconciliation Root Cause Analysis Oracle Flexcube Incident resolution AHT NPS CSAT & QA Stakeholder Management Data Validation

Operations Analyst

OPay NG

Mar 2024 - May 2025 (1 year 2 months)

Produced daily, weekly, monthly, and annual operational and financial reports to support cash-flow monitoring and reconciliation. Performed data cleaning, validation, and transformation, and collaborated with cross-functional teams to resolve reconciliation breaks and improve reporting accuracy and internal control processes.

Operational Reporting Reconciliations Data Cleaning Data Validation data transformation Internal Controls Cross Functional Collaboration SQL Power BI Excel

POS Operations Officer

OPay NG

Jan 2023 - Mar 2024 (1 year 2 months)

Supported daily POS operations by managing inventory, logistics, and transaction-support processes to ensure uninterrupted service delivery. Coordinated stakeholders to resolve operational issues promptly and maintained accurate operational records while supporting process improvements to improve efficiency and turnaround times.

POS Inventory Management Logistics Transaction Support Process Improvement Attention To Detail

Contact Center Agent

Outcess Solutions Nig. Ltd (Smile Comm)

Aug 2023 - Jan 2024 (5 months)

Handled customer enquiries and transaction-related issues across multiple digital channels, ensuring timely resolutions aligned with SLAs. Escalated financial and operational issues to relevant teams and followed up until closure to support error-free resolution.

Customer Support Digital Channels SLA Management Customer Escalation Issue Tracking Root Cause Collaboration Customer Satisfaction