Oluwatoyin Ologunwa
@oluwatoyinologunwa
Customer service leader driving retention and operational excellence in FinTech.
NigeriaWhat I'm looking for
I am a client service specialist with over five years' experience resolving complex technical complaints and delivering customized solutions within the Nigerian financial sector. I design and implement growth-driven customer service programs that prioritize client outcomes and operational efficiency.
At Interswitch Group I progressed from Service Desk Analyst to Customer Success Lead, leading escalations, coordinating cross-functional incident resolution, and improving transaction performance and retention. I consistently earned recognition as a top performer and have experience training partners and supporting banks on transaction flows.
I bring strong Microsoft Office skills, proven analytical and communication abilities, and digital marketing awareness. I am looking to contribute to a FinTech firm that values top performers and offers opportunities for leadership and impact.
Experience
Work history, roles, and key accomplishments
Customer Success Lead
Interswitch Group
Aug 2025 - Present (6 months)
Drive customer satisfaction and retention for B2B payments by resolving escalations, monitoring transaction performance, and coordinating cross-functional teams to reduce disputes and improve platform reliability.
Customer Success Executive
Interswitch Group
Sep 2022 - Aug 2025 (2 years 11 months)
Provided second-level support for digital payment infrastructure, improving retention through timely resolution, developing work scripts and KPIs, and acting as interim team lead to boost team performance.
Service Desk Analyst
Interswitch Group
Sep 2019 - Aug 2022 (2 years 11 months)
Managed incident control and service request lifecycles, resolved email and phone inquiries, logged and escalated priority issues, and documented interactions to improve service operations.
Direct Sales Agent
Sterling Bank Nigeria Plc
Dec 2017 - Mar 2019 (1 year 3 months)
Generated new leads through cold calling, expanded product distribution in new territories, engaged existing clients to grow product uptake, and prepared detailed sales reports for tracking.
Data Analyst / Assistant
Asset & Resource Management Holding Company
Mar 2017 - Sep 2017 (6 months)
Developed databases and data collection systems, acquired and maintained datasets, and analyzed results to produce reports that improved statistical efficiency and informed business priorities.
Education
Degrees, certifications, and relevant coursework
Lagos State University
Master of Science, Project Management
Pursuing a Master of Science in Project Management at Lagos State University; ongoing program focused on project planning, execution, and governance.
Nigerian Institute of Management
Graduate Member, Management
Awarded Graduate Member status of a professional management institute in 2016.
Adekunle Ajasin University
Bachelor of Science, Business Administration
Completed a Bachelor of Science in Business Administration with coursework in management, finance, and organizational behaviour.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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