Taiwo Elizabeth Fasugbe

TAIWO ELIZABETH FASUGBE 22, Akanbi Adeniran Crescent, Lagos | - |- Professional Summary Customer Success and Dispute Resolution Specialist with 5+ years of experience delivering customer-centric solutions and resolving complex financial disputes in fast-paced fintech environments. Proven ability to build and maintain trusted relationships, lead cross-functional teams, and optimize service processes that drive retention and satisfaction. Skilled in SLA management, fraud detection, root cause analysis, and regulatory compliance. Adept at balancing strategic account management with operational efficiency to enhance customer experience and protect financial integrity. Core Competencies CRM tools (OPay Dispute Portal, ExtraSwitch, PAYDIRECT, IDRS), Dispute Resolution, SLA & KPI Management, Cross-Functional Collaboration, Compliance & Risk Handling, Training & Development, Root Cause Analysis, Microsoft Office Suite, Data Analysis & Reporting Professional Experience Lead, Dispute Resolution Unit OPay | Lagos, Nigeria | Oct 2022 – Present        Reduced average dispute resolution time by 85% through streamlined escalation workflows, root cause analysis and improved customer feedback loops. Boosted SLA compliance to 90%+ by automating customer status updates and feedback tracking. Led cross-functional coordination across legal, compliance, settlement, and technical teams to resolve high-value merchant disputes and high-impact escalations. Facilitated weekly and monthly performance dashboards to monitor trends and drive continuous improvement. Conducted regular root cause analysis and implemented corrective actions, resulting in a 75% drop in repeat complaint rates. Generated monthly team reports, identifying trends and process gaps that informed strategic decision-making. Managed interbank recalls and refund requests, ensuring 88% successful fund recovery. Lead Corporate Trainer ( Learning & Development)OPay | Lagos, Nigeria | Sept 2022 – Jan 2023     Trained and onboarded over 100 new CSRs across regions, increasing complaint resolution accuracy by 80%. Designed performance-focused training programs aligned with CRM updates and QA feedback. Prepared training materials (slide decks, videos, handouts). Deployed monitoring tools to track training compliance and maintain quality standards. Telesales Team Lead OPay | Lagos, Nigeria | Dec 2021 – Sept 2022    Increased telesales conversion rate by 40% through real-time coaching and KPI-driven incentives. Directed a team of 30+ reps, leading to a 15% quarterly boost in revenue. Managed commission accuracy and performance analytics, improving team transparency and motivation. Compliance Associate, Payments & Settlement OPay | Lagos, Nigeria | Sept 2021 – Sept 2022    Resolved over 1,000 merchant refund and chargeback cases with 100% compliance accuracy. Collaborated with acquirers to close disputes and prevent regulatory escalation. Maintained accurate reconciliation logs and documented refund processing workflows. Telesales Executive OPay | Lagos, Nigeria | Aug 2019 – Sept 2021    Consistently exceeded sales targets, maintaining top 40% performance. Revived inactive accounts through outbound engagement and upselling campaigns. Participated in CRM transition that improved data accuracy by 95%. Education MSc. Operations Research (In View), University of Lagos – Expected Oct 2025 BSc. Actuarial Science, University of Lagos – 2016 Certifications Certified Quality Management – PECAP Development Centre Certified HR Management Professional – International Business & Management Academy Microsoft Office Suite – Oshey Baba Computer School