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Work Background
9PSB_NGHead of Customer Experience
Jun. 2025Nigeria
9PSB_NGCustomer Experience Lead
Feb. 2024 - Jun. 2025Lagos, Lagos State, Nigeria
MAXCustomer Experience Manager
Jun. 2022 - Feb. 2024Lagos, NigeriaBuilding client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients. Handling complaints, providing appropriate solutions and alternatives within appropriate timeframes and following up to achieve resolution. Supervising daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity. Delegating tasks to existing support team members and using cloud-based tools to help solve complex business issues. Establishing performance and service goals and holding associates accountable for individual performance. Partnering with business leaders to deliver services that support company objectives and consistent with corporate values. Engaging in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
AQM CapitalHead of Client Services
Oct. 2021 - Jun. 2022Lagos, NigeriaEfficiently managed customer complaints and ensured effective resolution. Set and enforced high standards for performance and service delivery. Fostered long-lasting client relationships and maintained trust and loyalty. Developed new employees and continuously assessed the performance of current staff. Accurately maintained comprehensive client files. Worked collaboratively with the finance department to ensure invoicing accuracy. Mentored the departmental team, increasing efficiency, success, and employee morale. Partnered with business leaders to deliver services that aligned with corporate objectives and values. Delivered outstanding service to clients, maintaining and expanding relationships for future business opportunities.
Access Bank PlcContact Center Supervisor
Nov. 2015 - Oct. 2021Exhibited a professional and poised demeanor with an amiable and upbeat personality, adeptly handling high volume contact periods. Devised and implemented strategic contact initiatives that streamlined end-to-end processes and significantly improved client satisfaction ratings. Managed daily operations that significantly impacted targeted service levels, diligently monitoring adherence to schedules and average handle times. Supervised and closely monitored phone and email activity using a range of sophisticated contact center applications and software tools. Spearheaded the development of top-tier call center employees, effectively preparing them for leadership positions. Established comprehensive and effective policies that governed all aspects of employee work and interactions with customers, ensuring top-notch service delivery. Identified quality assurance benchmarks and set rigorous standards for performance improvement, driving excellence and efficiency. Analyzed call center statistics, sales rates, costs, and customer service metrics with keen attention to detail, utilizing data insights to drive continuous improvement. Conducted daily team meetings to review performance, establish objectives, and inspire and motivate team members. Created and maintained staff schedules to ensure optimal operational efficiency while remaining within budgetary constraints.
Jumia NigeriaIssue Resolution Specialist
Nov. 2014 - Aug. 2015Offered advice and assistance to customers, paying attention to special needs or wants. Provided primary customer support to internal and external customers. Answered customer telephone calls promptly to avoid on-hold wait times. Updated account information to maintain customer records. Answered constant flow of customer calls with minimal wait times. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor. Clarified customer issues and determined root cause of problems to resolve product or service complaints. Analyzed customer service trends to discover areas of opportunity and provide feedback to management. Utilized customer service software to manage interactions and track customer satisfaction.
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