Olatunji Lawal
@olatunjilawal
I lead fintech customer support operations that improve service, retention, and product adoption.
NigeriaWhat I'm looking for
At Swwipe Financial Services, I lead customer support, onboarding, product support and escalations across retail, merchant and enterprise segments. I improved CSAT to 83%, NPS to +41, and contributed to 180% customer-base expansion and 120% year-on-year revenue growth.
Previously at Parkway Projects, I led an 18-member cross-functional support operation, governed an outsourced BPO relationship, and improved service delivery through quality frameworks, workflow redesign and automation. My work reduced support tickets by 22.5%, inbound calls by 16%, and average resolution time by 12 hours.
I've built my career around turning customer feedback, data and operational insights into stronger products and service experiences. I bring experience in customer onboarding, account health, retention, escalation management, quality assurance, SLA governance and cross-functional collaboration with Product and Engineering teams.
Experience
Work history, roles, and key accomplishments
Head, Customer & Product Support
Jun 2023 - Present (3 years 2 months)
· Lead customer support, customer onboarding, product support and escalation operations within a high-growth fintech startup, ensuring consistent service delivery across retail, merchant and enterprise customer segments.
· Own relationships with key merchant accounts, serving as a strategic point of contact for service performance, product adoption, customer health, escalations, retention and ongo
· Led and coached an 18-member cross-functional customer support operation spanning Contact Centre and Level 2 Support, improving service quality, productivity, accountability and adherence to operational standards.
· Managed the company’s outsourced customer support unit, serving as the primary operational intermediary between Parkway and its BPO partner.
· Governed the BPO relationship across se
Customer Quality Assurance Officer (Customer Support and Experience)
Jul 2020 - Apr 2021 (9 months)
· Designed customer-satisfaction measurement frameworks and service-quality dashboards to improve visibility into operational performance and customer-experience trends.
· Redesigned ticket prioritisation, escalation and response-handling workflows, reducing average first-response time from eight hours to 27 minutes.
· Increased CSAT from 73% to 86% through structured quality-improvement initiativ
• Delivered omnichannel customer support across voice, email, live chat and social media, resolving enquiries and capturing actionable customer feedback.
• Managed onboarding for more than 500 customers through product walkthroughs, demonstrations, follow-ups and milestone check-ins.
• Achieved a 82% onboarding conversion rate through proactive customer engagement and structured activation suppo
•Created awareness of the product and service offerings by the company to the Customers through phone calls.
•Informed customers about new features and functionalities
•Managed daily customer requests and enquiries during contact, ensuring issues are appropriately, accurately and promptly escalated where necessary for quick resolution and overall client satisfaction
•Provided adequate information
•Managed the Department's Tax database through inputting various relevant tax data using the relevant tools.
•Reviewed the Company's data for deficiencies or errors, correcting any incompatibilities.
•Provided adequate reports on the available data.
•Worked with the Department on the Monthly and Quarterly Reports using MS Excel.
Education
Degrees, certifications, and relevant coursework
Ekiti state University
Bachelor's degree, Economics
2012 - 2016
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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