Ola Peju
@olapeju
Customer support lead specializing in compliant, multi-channel service in fintech.
NigeriaWhat I'm looking for
I’m a customer support professional with 8+ years of experience across phone, live chat, and email, most of it within regulated financial services. I handle high volumes of enquiries quickly while keeping accuracy and detailed, audit-ready records.
I’ve led day-to-day support for a regulated fintech, covering account access, transactions, and identity verification. I verify customers, prioritize cases by urgency and risk, and decide what I can resolve on the spot versus what must be escalated.
Some of my standout results include stopping a social engineering fraud attempt by spotting a fake email domain and escalating it through to apprehension. I managed 500+ customer cases per month, maintained 95%+ SLA compliance, improved customer satisfaction by 15%, and cut average complaint resolution time by 20%.
I also coach and standardize how teams resolve issues, which reduced unnecessary escalations and increased first-contact resolution rates by 30% through knowledge-sharing sessions. I stay calm with frustrated or anxious customers and focus on compliance, process improvement, and de-escalation.
Experience
Work history, roles, and key accomplishments
Customer Support & Service Delivery Lead
Newedge Finance Limited
Jan 2022 - Dec 2025 (3 years 11 months)
Led day-to-day multi-channel customer support (phone, live chat, email) for a regulated fintech, handling account access, transactions, and identity verification while meeting compliance and documentation standards. Personally stopped a social engineering fraud attempt, managed 500+ cases/month, and improved SLA compliance and customer satisfaction.
Customer Support Specialist
Newedge Finance Limited
Jan 2019 - Jan 2022 (3 years)
Provided first-line customer support across phone, live chat, and email for a fintech, covering payments, account access, transactions, and general service requests. Verified customer identity, logged cases in CRM through resolution, and escalated compliance-sensitive issues as required.
Customer Support Associate
Sweet Sensation Quick Service & Confectionaries
Jan 2017 - Jan 2018 (1 year)
Handled customer complaints in a fast-paced, high-footfall service environment. Recorded customer feedback and tracked recurring issues to help improve service.
Call Centre Representative
NTA-Star TV Network
Jan 2013 - Jan 2016 (3 years)
Managed high-volume inbound calls regarding subscriptions, billing, and general service questions. Logged issues accurately, escalated technical matters to the right team, and provided clear updates to customers.
Education
Degrees, certifications, and relevant coursework
University of Lagos
M.A., English Language
Earned an M.A. in English Language from the University of Lagos.
Osun State University
B.A., English & International Studies
Earned a B.A. in English and International Studies from Osun State University.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Social media
Job categories
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