Tobi Coker

At OPay Microfinance Bank, I lead daily customer service operations for a 90+ member team in a high-volume fintech environment. I balance customer experience, service quality, productivity, compliance, staffing, and performance across service delivery targets.

Through structured coaching, quality reviews, and targeted performance interventions, I've improved customer satisfaction from approximately 82% to 88–89%. I've also contributed to an estimated 40% reduction in service errors by strengthening process adherence and accountability.

Alongside my operations leadership, I support business transformation at NeadIT by analyzing workflows, gathering stakeholder requirements, documenting processes, and translating operational needs into structured solutions. I use tools including Jira, Confluence, Excel, Google Sheets, and basic SQL to identify bottlenecks and improve execution.

I'm energized by customer-centered problem solving, calm escalation management, and developing people through coaching, feedback, and knowledge sharing. My MSc in Industrial & Organizational Psychology strengthens how I approach leadership, performance management, organizational effectiveness, and change.