Open to opportunities

Oyenike Ogunlaja

@oyenikeogunlaja

Message

I lead customer operations, improving service recovery, client retention, and omnichannel support.

Nigeria

Message

What I'm looking for

I'm looking to lead customer operations or relationship management work where I can improve service delivery, resolve complex client issues, build scalable support workflows, and strengthen client retention in a collaborative remote or agile environment.

I've led customer operations and business delivery at Tyrox Nigeria Limited, where I co-founded a premium apparel retail enterprise and direct customer experience touchpoints, supply chain logistics, procurement, and inventory operations.

I manage high volumes of customer requests across digital messaging, social platforms, and voice channels. I also build service recovery processes for delivery issues, product inquiries, and refunds to support repeat client relationships.

At Oxford International Group, I directed growth initiatives and customer experience workflows for the Peak Diamond operational unit. I recruited, structured, and onboarded 10 Investment Managers while managing high-value corporate client portfolios and communication flows.

My background also includes relationship management at Sterling Asset Management and Trustee and business development at Aiico Insurance. Across financial, commercial, and retail settings, I've resolved account issues, improved digital engagement, supported claims documentation, and converted client opportunities into long-term relationships.

Experience

Work history, roles, and key accomplishments

Current

Head of Customer Operations & Co-Founder

Current

Tyrox Nigeria Limited

Mar 2024 - Present (2 years 6 months)

Co-founded and directed all business operations, customer experience touchpoints, and supply chain logistics for a premium retail enterprise specializing in children's and women's apparel. Supervised high volumes of inbound and outbound customer support requests across digital platforms, formulated service recovery frameworks, and managed procurement cycles.

Service Recovery Operations Management Inventory Management Customer Experience Supply Chain Logistics

Managing Director

Oxford International Group

Oct 2020 - Jan 2024 (3 years 3 months)

Directed strategic growth initiatives and complete customer experience workflows for the Peak Diamond operational unit, significantly scaling brand engagement and exceeding corporate targets. Recruited, structured, and onboarded 10 high-performing Investment Managers and managed high-value corporate client portfolios.

Team Leadership Client Success Portfolio Management Strategic Growth Onboarding Customer Satisfaction

Relationship Officer

Sterling Asset Management and Trustee

Sep 2017 - Sep 2020 (3 years)

Rapidly advanced from Trainee to permanent Relationship Officer through dedicated service delivery and workflow optimization. Devised digital engagement frameworks that scaled online community engagement by 30%, supervised financial advisory databases, and converted qualified leads into long-term managed assets.

Digital Engagement Financial Advisory Client Conversion Database Management Customer Support

Business Development Officer

Aiico Insurance Plc

Jan 2017 - Aug 2017 (7 months)

Maintained end-to-end client engagement loops for prospective insurance accounts, managing relationships from lead generation to policy finalization. Closed the branch unit's first major client account within three days of onboarding and streamlined complex client claims documentation to meet SLAs.

Business Development Client Engagement Sales SLA Management Claims Processing