Open to opportunities

Oladunni Ikuesan

@oladunniikuesan

Message

Customer Support Lead skilled in escalation management, CRM administration, and performance-driven service.

Nigeria

Message

What I'm looking for

I seek a customer-centric role where I can lead escalation management, optimize support workflows, and improve KPIs within a collaborative, process-driven team.

I am a Customer Support Lead with a calm, analytical approach to high-pressure support situations, focused on turning challenging interactions into trust-building opportunities.

I have led ticket and escalation management with consistent SLA compliance and structured workflow tracking that improved team response times.

My background includes high-volume banking transaction processing with strict regulatory compliance (KYC, AML), financial advisory, and product onboarding experience.

I am experienced in CRM systems administration, KPI and performance monitoring, and conflict resolution, and I prioritize precise issue documentation and solution-oriented support.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Lead

Current

TOS Digital

Jan 2025 - Present (1 year 5 months)

Led ticket and escalation management, maintaining consistent SLA compliance and structuring workflow tracking that improved team response times and reduced backlog through real-time queue monitoring.

Escalation Management CRM Administration SLA KPI Tracking

Banking Customer Service

First City Monument Bank

Jan 2025 - Dec 2025 (11 months)

Processed high-volume transactions with zero discrepancies, provided financial advisory and product onboarding, and ensured strict regulatory compliance (KYC, AML) across client interactions.

Transaction Processing KYC AML Compliance Customer Onboarding Financial Advisory CRM Regulatory Compliance