Open to opportunities

Taiwo Fasugbe

@taiwofasugbe

Fraud Analyst and dispute resolution professional in fintech, combining fraud trend analysis and customer-focused outcomes.

Nigeria

Message

What I'm looking for

I’m looking for a fintech role where I can investigate fraud, resolve disputes within SLA, and collaborate with cross-functional teams to reduce risk and improve customer outcomes. I want a place that supports continuous learning through training and process improvement.

I’m a fintech Fraud Analyst focused on investigating suspicious and fraudulent transactions, identifying root causes, and supporting fund recovery. I monitor transactions, analyze fraud trends for anomalies and emerging threats, and help limit financial loss and liability through fraud prevention strategies.

In dispute and chargeback work, I handle complex customer issues end-to-end—ensuring timely responses within SLA, engaging settlement teams for prompt moderation of exposures, and delivering clear, conclusive resolutions for POS-related merchant and banking service disputes. I conduct root cause analysis to reduce repeat disputes and collaborate across legal, compliance, risk management, settlement, payment reconciliation, POS machine teams, and technical units.

I also bring strong customer service operations experience, using customer service software to manage interactions, track customer satisfaction, and prepare daily/weekly/monthly team reports while ensuring KPIs are met. I treat mail escalations and manage refunds processes end-to-end, including communicating with merchants and acquirers for refund and dispute-related support.

Beyond operations, I’ve led training and enablement as a Training Administrator—developing and implementing training curricula, scheduling sessions, supervising budgets, and preparing training materials to build product knowledge and improve customer service performance. I hold a Bachelor’s degree in Actuarial Science and I’m currently pursuing a Master’s in Operations Research.

Experience

Work history, roles, and key accomplishments

Current

Fraud Analyst

Current

Moniepoint Group

Sep 2025 - Present (10 months)

-Investigate suspicious and fraudulent transactions to identify root causes and support fund recovery efforts
-Monitor transactions and analyze fraud trends to detect anomalies and emerging threats.
-Collaborate with financial institutions and report suspicious activities to relevant authorities
-Limiting financial loss and liability.
-Develop and implementation of fraud prevention strategies.

Fraud Prevention Transaction Monitoring Fraud Investigation Fund Recovery

Dispute Resolution Analyst/Customer Support Specialist

OPay

Jan 2023 - Apr 2026 (3 years 3 months)

Ensure prompt feedback is given to customers on complaint status within the stipulated SLA.
Engage settlement team that files are passed timely to moderate exposures.
Conducting innovation meetings to proffer faster solution to customer complaints.
Utilized customer service software to manage interactions and track customer satisfaction.
 Followed up with customers about resolved issues to ma

Dispute Resolution Analyst

OPay

Jan 2023 - Apr 2026 (3 years 3 months)

Manage customer complaints and disputes related to banking products and services, including POS transactions and account management, within SLA. Perform root-cause analysis, coordinate with cross-functional teams, and support training for staff on dispute resolution best practices.

Multitasking Customer Service Customer Service Operations Customer Relationship Management (CRM)Customer Experience Customer Acquisition Customer Loyalty Complaint Management Time Management Microsoft Word Call Center Administration Customer Engagement Interpersonal Skills Soft Skills Customer Service Training Client Services Spreadsheets Customer Satisfaction

Dispute Analyst

OPay

Jan 2023 - Apr 2026 (3 years 3 months)

Support dispute resolution and customer service operations at OPay.

Multitasking Customer Service Customer Service Operations Customer Relationship Management (CRM)Customer Experience Customer Acquisition Complaint Management Time Management Microsoft Word Call Center Administration Customer Engagement Interpersonal Skills Soft Skills Customer Service Training Client Services

Training Administrator

OPay

Oct 2022 - Apr 2026 (3 years 6 months)

Responsible for increasing my company’s productivity by teaching new skills, product knowledge
and updates on CRM technologies to Customer Service Representatives.
Collaborated with management to identify company training needs.
Scheduled appropriate training sessions.
Oversee and directed workshops, individual training sessions, and lectures.
Planned and implement an effective training curric

Multitasking Customer Service Operations Customer Experience Customer Acquisition Complaint Management Time Management Microsoft Word Microsoft Excel Microsoft Office Interpersonal Skills Soft Skills Customer Service Training Customer Service Representative Customer Satisfaction

Sales Team Lead

OPay

Dec 2021 - Jul 2023 (1 year 7 months)

Lead a sales team within OPay, supporting customer service operations and customer engagement activities.

Chargeback Executive

OPay

Sep 2021 - Jul 2023 (1 year 10 months)

Experienced in escalating chargebacks through re-presentment, Revalidation and any other
dispute resolution.
Manage the refunds process end-to-end and ensure all refunds are initiated and completed
in a timely manner
· Provide email and phone support to merchants for any refund related issues
· Any other functions as assigned by Management/Supervisor
· Provide email and phone support to acquirer

Multitasking Customer Service Operations Customer Experience Customer Acquisition Complaint Management Time Management Microsoft Excel Customer Marketing Call Center Administration Customer Engagement Customer Retention Microsoft Office Customer Support Interpersonal Skills Communication Customer Service Training Client Services Customer Satisfaction Customer service management

Telesales Executive

OPay

Aug 2019 - Jul 2023 (3 years 11 months)

 *Singlehandedly updates customers contact records and informs existing and prospective
customers on new products, features or promotions.
 *Proactively works with colleagues to ensure consistent, high quality customer service was
maintained and presented to each customer.
 *Ensures customers receive prompt service and handles customer complaints.
 *Executes tasks such as prospective, cold cal

Multitasking Customer Service Operations Customer Relationship Management (CRM)Customer Experience Customer Acquisition Time Management Microsoft Word Call Center Administration Customer Service Customer Retention Microsoft Office Customer Support Interpersonal Skills Soft Skills Communication Customer service management Contact

Mathematics facilitator

IDAW RIVER GIRLS SECONDARY SCHOOL, ENUGU STATE

May 2018 - Apr 2019 (11 months)

 *Initiated class discussion and activities on various topics in order to test the knowledge of the
students.
 *Maintained a passing rate of 80%
 Initiated various visual aids to assist students in comprehending complex questions. 
*Monitor, evaluate and Compile reports of students overall performance.

Interpersonal Skills Communication

Mathematics Facilitator

IDAW River Girls Secondary School

May 2018 - Apr 2019 (11 months)

Facilitate mathematics classes by leading discussions and activities, using visual aids to support understanding, and monitoring student performance. Maintained an 80% passing rate and compiled reports on students’ overall performance.

Interpersonal Skills Communication