Titilope Ajagun

Results-driven Customer Support and Operations Leader with over four years of experience across fintech and banking operations. Experienced in customer support leadership, transaction operations, quality assurance, fraud prevention, escalation management, KPI tracking, team coaching, and process optimization. Proven ability to improve service delivery, reduce operational risk, and enhance customer retention through data-driven improvements.

Customer Support Lead - Prestmit

(2025-10 - 2026-07)

• Led customer support operations across chat and email channels while maintaining SLA compliance.
• Managed escalations involving cryptocurrency, gift cards, and multi-currency withdrawal transactions.
• Monitored KPIs including response time, resolution time, CSAT, backlog, and team productivity.
• Reconciled daily Cedis withdrawals across Startbutton and on-site channels.
• Conducted QA reviews of Intercom conversations and coached agents to improve quality and consistency.
• Led the Deleted Accounts Restoration Campaign, improving customer recovery and retention.
• Developed support macros, SOPs, and Help Center updates that improved operational efficiency.
• Collaborated with product and operations teams to resolve API disruptions and transaction exceptions.

Team Lead, Inbound Contact Center - United Bank for Africa (UBA)

(2023-04 - 2025-10)

• Supervised a team of contact center agents and maintained high service quality standards.
• Managed AHT, TAT, service level, and customer experience metrics.
• Developed staff schedules and ensured compliance with SOPs and regulatory requirements.
• Provided coaching and performance feedback that improved productivity and customer satisfaction.

Quality Assurance Officer - United Bank for Africa (UBA)

(2023-02 - 2023-04)

• Evaluated customer interactions for compliance with banking service standards.
• Identified operational gaps and recommended process improvements that enhanced service quality.

Anti-Fraud Operations (BlockCard Unit) - United Bank for Africa (UBA)

(2022-11 - 2023-01)

• Managed BlockCard requests for compromised debit and prepaid accounts, mitigating fraud and financial loss.
• Investigated suspicious transaction patterns and digital banking fraud incidents, ensuring timely escalation and resolution.
• Conducted preliminary fraud investigations, gathered evidence, and documented findings for internal review.
• Collaborated with internal teams to support fraud prevention initiatives and strengthen operational controls.
• Maintained compliance with banking regulations, internal policies, and fraud risk management procedures.

B.Sc. - Economics - Courage University (2023)

HND - Business Administration - Lagos State Polytechnic (2019)

SSCE - Birrel Avenue Senior High School (2012)