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 2 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.