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Work Background
CenoaCountry Operations Manager – Nigeria
Mar. 2025SingaporeAt Cenoa, I lead operations in Nigeria — shaping strategy, ensuring seamless execution, and championing user-first experiences as we help people save, transact, and earn in USD without fees or borders. My work bridges product, compliance, payments, and growth, ensuring Nigerian users enjoy a secure and empowering financial journey.
CenoaCustomer Support Lead
Dec. 2023SingaporeCustomer Advocacy & Leadership: Spearhead customer advocacy initiatives, nurturing satisfied customers into advocates, and mentor a team of customer success specialists to excel in their roles. Strategy & Roadmap Development: Identify and execute Cenoa's customer support strategy, crafting a roadmap to enhance support mechanisms and deploy cutting-edge tools for seamless customer interactions. Team Building & Culture Development: Cultivate a culture of product expertise within the team, empowering them to provide valuable guidance and solutions to customers. Insights Sharing & Data Utilization: Regularly share key customer insights with product and marketing teams, leveraging customer data to enhance experiences and monitor team performance. Operational Excellence & Quality Assurance: Establish operational and executive reporting, implement quality assurance processes, and leverage technology advancements like AI to ensure industry-leading customer support practices. Performance Monitoring & Initiatives: Monitor key performance metrics, drive actions to align with targets, and spearhead new initiatives leveraging the latest technology to elevate Cenoa's customer success standards. Cross-Functional Collaboration & Crisis Management: Lead customer research initiatives, collaborate cross-functionally to address operational challenges, and ensure proactive responses to critical issues affecting service delivery.
QuickBusGlobal Customer Success Manager
Nov. 2021 - Feb. 2025Team Building & Culture Development: Cultivate a culture of product expertise within the team, empowering them to provide valuable guidance and solutions to customers. Customer Study Development: Conduct detailed customer studies to understand unique challenges, prospects, and solutions across the Nigerian, Kenyan, and South African markets, informing strategic initiatives and market expansion plans. Performance Monitoring & Reporting: Implement weekly monitoring and reporting systems to track metrics such as active and returning customers, total confirmed seats sold, and first-time customers. Translate findings into actionable strategies tailored to each market, facilitating better decision-making and business stability. Recommendation Reporting: Compile weekly reports on customer recommendations and other pertinent issues, providing valuable insights to enhance customer satisfaction and drive business improvements. Sales Support & Collaboration: Collaborate closely with operations and marketing teams in Nigeria, Kenya, and South Africa to support the achievement of weekly sales goals. Offer data-driven recommendations to improve customer engagement across diverse markets.
Eden Life IncOnboarding Specialist
Oct. 2021 - Aug. 2022Lagos, NigeriaMaintain excellent communication with the customer throughout the onboarding journey. Gain a deep understanding of each lead's pain points, drop-offs, and required them to the desired outcome for the team; where they become paying customers. Provide key insights to the relevant teams (the growth team, the Product and the Customer Success teams)
Eden Life IncCustomer Success Specialist
Jun. 2021 - Oct. 2021Lagos, NigeriaManaging communication pipeline and compiling customer feedback for managerial decisions. Initiating creative ways to up-sell and cross-sell company product Taking proactive approach to manage churn at 97% monthly and developing plans on resurrecting churned customers Educating the customer on new product and it functions
SafeBodaShift Lead
Feb. 2021 - Jun. 2021
SafeBodaCustomer Success Associate
Feb. 2020 - May. 2021Handled and resolved stakeholders inquiries and complaints. Compiled and analysed data on customer feedback which was useful in making operational decisions. Maintained client relationships through regular phone check-ins. Use of CRM to manage interactions Interface between stakeholders and relevant internal units.
iSON Xperiences Ltd - Leading Global CX Management CompanyOutbound Sales Representative
Jan. 2019 - Feb. 2020Ibadan, Oyo, Nigeria
iSON BPO - Leading BPO Service Provider in AfricaInbound Customer Service Representative
Aug. 2018 - Dec. 2018Ibadan, Oyo, NigeriaHandled MTN customers complaint and inquiries (over 1250 calls/week) Monitored the Average handling time(AHT) to ensure resolutions are swift and at first contact. Mentored interns on call handling to ensure that they transition to delivering efficiently on the job.
PRTVCAOP
Oct. 2016 - Oct. 2017Jos, Plateau, NigeriaDuty continunity Announcer
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