Open to opportunities

Oluwasegun Babalola

@oluwasegunbabalola

I lead scalable fintech customer and account operations, combining compliance governance with AI workflow automation to improve CSAT fast.

Nigeria

Message

What I'm looking for

I’m looking to lead customer/account operations in a fintech or regulated environment—owning operating model design, QA/compliance governance, and AI workflow automation to improve CSAT, resolution speed, and operational efficiency while partnering closely with product and engineering.

I’m an operations leader with 12+ years designing customer operations systems, governance structures, and reporting that make performance measurable and scalable. At Chipper Cash, I built and led global account operations for millions of users across Africa and the Diaspora—delivering $3M+ in annual operational savings, lifting CSAT from under 40% to 85%+, and cutting resolution time from 24 hours to under one hour.

I operate at the intersection of operations strategy, compliance and risk, product/engineering collaboration, and AI-driven automation—translating operational friction into requirements that actually get shipped. I’m known for designing operating models that outlast individual contributors, building escalation intelligence that surfaces problems early, and improving quality through clear standards and coaching cadences.

My work blends compliance operations and security controls with hands-on workflow design: from regulatory remediation across 2 million accounts with zero service disruptions to AI workflow deployment that deflected 50% of inbound tickets. I also lead governance across releases and markets, ensuring QA, risk, and escalation architecture stay aligned as customer needs evolve.

Experience

Work history, roles, and key accomplishments

Current

Senior Lead, Customer Operations

Current

Chipper Cash

Oct 2023 - Present (2 years 9 months)

Led global customer and account operations for a fintech serving millions of users across Africa and the Diaspora, owning performance, quality governance, compliance operations, and automation strategy. Designed operating models and escalation/intake workflows, including Intercom-native case management, and implemented AI workflow initiatives to improve resolution speed and reduce ticket volume.

Customer Operations Leadership Operating Model Design CSAT Quality Governance Compliance Operations FinCrime Communication Standards AI Workflow Automation Automation Strategy Intercom Native Case Management Product Requirements

Senior Customer Operations Associate

Chipper Cash

May 2022 - Oct 2023 (1 year 5 months)

Supported global customer operations for a high-growth fintech by improving escalation resolution, quality assurance, and risk controls. Migrated fraud escalations to Jira and redesigned Tier 1 escalation processes to improve SLA accountability and case quality.

Customer Operations Quality Assurance Risk Control Escalation SOP Design Fraud Escalations SLA Cross Functional Delivery Tracking

Customer Operations Associate

Chipper Cash

May 2021 - May 2022 (1 year)

Handled customer inquiries and escalations across support channels for a fintech platform serving millions of users. Applied structured investigation and identity verification standards, supported operating rhythm/reporting foundations, and documented procedures for card deposits risk model changes.

Customer Support Escalation Handling Identity Verification Risk Modeling

Senior Customer Success

Sterling Bank

Jun 2018 - May 2021 (2 years 11 months)

Delivered end-to-end customer query resolution across email, chat, and phone for a regulated banking environment serving 20,000+ users per month. Maintained service-quality performance and collaborated to remove adoption barriers through tailored customer success plans.

Customer Success Regulated Banking Support Service Quality Management Multichannel Support Email Chat Phone

Customer Experience Support Consultant

Globacom

Jan 2016 - May 2018 (2 years 4 months)

Provided technical customer support, resolving most issues at first contact and reducing repeat interactions across internet services, SIM management, mobile devices, and service revamp queries. Maintained customer satisfaction performance in a high-volume support function.

Technical Support Customer Service Troubleshooting SIM Card and Mobile Services Support Internet services

Production Support & Teaching Associate

Buichke Limited

Sep 2013 - Jan 2016 (2 years 4 months)

Supported production of board games, ensuring quality control and consistent on-time delivery. Delivered Mathematics and Biology tutoring using structured coaching and instruction to improve student performance outcomes.

Production Quality Control On Time Delivery Mathematics Tutoring Biology Tutoring Instructional Support