Customer Experience Manager | Contact Center Management and Development | Call Center & Quality Assurance Expert | Driving Operational Excellence, Team Performance

Meet Me!

Driven by a passion for excellence and customer satisfaction, I am a dynamic professional with over 13 years of experience spanning call center operations, customer support, team leadership, and sales. My career journey is marked by a consistent track record of exceeding goals, enhancing team performance, and delivering exceptional customer experiences.

As a Call Center Lead/Quality Assurance at N1 Partners Group, I have expanded the call center from 2 to 30+ agents and trained 20+ new hires in sales and customer service. Led weekly quality training, improving agent performance by 15-30%, and ensured 95% compliance through call evaluations.

Call Center Team Lead/Quality Assurance Specialist at Surebet247, I have implemented systems that have not only improved operational efficiency but also elevated customer satisfaction and compliance adherence. My ability to analyze performance metrics, design tailored training programs, and foster collaboration has resulted in remarkable improvements in resolution rates and team productivity.

Throughout my career, I have been known for blending strategic thinking with hands-on execution. At Jumia Nigeria, I led telesales teams to consistently surpass targets by deploying innovative sales strategies and optimizing call management systems, achieving measurable growth in revenue and customer retention.

My experience also extends to customer relationship management, where I have successfully handled high volumes of inquiries, identified pain points, and implemented solutions that increased satisfaction scores, reduced churn, and enhanced loyalty. As a Customer Experience Manager at Equally AI, I focused on aligning team efforts with organizational goals, achieving a 95% satisfaction rate and a significant reduction in resolution times.

What sets me apart is my ability to see beyond numbers and metrics—I am deeply committed to creating systems and cultures that empower teams, delight customers, and drive organizational success. Whether it’s coaching a team to outperform themselves, resolving complex customer issues, or streamlining processes for efficiency, I bring a proactive and results-driven approach to every challenge.

I am a lifelong learner who thrives in fast-paced, customer-focused environments. With certifications in Essential Management Skills, Customer Relationship Management, and Operations Management, I continuously sharpen my expertise to stay ahead in today’s competitive business landscape.

I am open to Contact Center Manager or Head of Contact Center roles.