Ogunremi Oluwaseunara
@ogunremioluwaseunara
I lead merchant success operations, resolving disputes and improving fintech customer outcomes.
NigeriaWhat I'm looking for
At OPay Digital Services, I lead Merchant Customer Success across live chat and email, guiding service delivery for merchants and high-priority escalations.
I reduced average dispute resolution time by 85%, raised SLA compliance above 90%, and launched a QA framework that cut repeat complaints by 75%.
I work across Product, Legal, Compliance, Settlement, and Technical teams to resolve financial disputes, coordinate refunds, improve onboarding, and protect merchant revenue. My interbank recall work achieved an 88% fund recovery success rate.
Previously, I led inbound support performance and worked in fraud analysis and customer support, building coaching frameworks, response templates, and knowledge resources that improved accuracy, FCR, and service speed.
Experience
Work history, roles, and key accomplishments
Customer Success Lead (Merchant Unit)
OPay Digital Services
Dec 2022 - Present (3 years 9 months)
Lead and coach a customer success team, ensuring SLA and QA compliance. Authored the Merchant Success Playbook and reduced dispute resolution time by 85%.
Fraud Analyst
OPay Digital Services
Jan 2022 - Dec 2022 (11 months)
Monitored transactions for fraud, investigated flagged accounts, and collaborated with Risk & Compliance. Achieved 88% recovery success rate on interbank recalls.
Inbound Team Success Lead
OPay Digital Services
Sep 2020 - Dec 2022 (2 years 3 months)
Supervised inbound support teams, managed workforce scheduling, and designed coaching frameworks. Increased customer evaluation volume on Live Chat by 40%.
Customer Support Specialist
OPay Digital Services
Jul 2019 - Aug 2020 (1 year 1 month)
Delivered high-volume customer support for fintech products via calls, chat, and email. Maintained a 98% CSAT rating and mentored over 10 new agents.
Education
Degrees, certifications, and relevant coursework
Ekiti State University
Bachelor of Science, Microbiology
2012 - 2018
B.Sc. in Microbiology from Ekiti State University, completed in 2018.
Alison
Customer Service Skills, Customer Service
Completed a Customer Service Skills certification.
Zuri Team
UI/UX Design, UI/UX Design
Completed a UI/UX Design certification.
Tech4Dev (Women Techsters)
Product Design, Product Design
Completed a Product Design certification.
Excelerate
Data Visualization, Data Visualization
Completed a Data Visualization certification.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Social media
Skills
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