About
Dynamic Customer Experience and Service Assurance Leader with over 6 years of expertise in optimizing service delivery across telecom, hospitality, and multi-vendor environments. Proven ability to drive operational excellence, evidenced by reducing repeat service faults by 27% and incident escalations by 50% through strategic process optimization and robust SLA governance. Adept at leveraging ITIL and Six Sigma methodologies to enhance infrastructure readiness, streamline service operations, and elevate customer satisfaction and compliance across complex organizational structures.
Work
Landmark Africa
|Customer Experience Manager
Lagos, Lagos, Nigeria
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Summary
Leads end-to-end service assurance operations across hospitality, retail, and commercial facilities, ensuring infrastructure readiness and aligning with customer experience and operational SLAs.
Highlights
Implemented structured incident logging, escalation, and closure workflows, significantly reducing repeat service faults by 27% and improving first-time resolution rates.
Led Root Cause Analysis (RCA) sessions on critical service failures and customer complaints, translating findings into corrective actions that reduced escalations by 50% within six months.
Coordinated cross-functional teams (Facilities, IT, Front Office, Security, Vendors) to validate service readiness, proactively resolve infrastructure issues, and prevent service disruptions before guest or tenant impact.
Designed and enforced robust service documentation standards, including checklists, logs, and audit trails, thereby improving operational visibility and compliance across all teams.
Teknowledge
|Senior Quality & Customer Experience Analyst
Lagos, Lagos, Nigeria
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Summary
Led service quality assurance and SLA monitoring across multi-site technical support operations, ensuring alignment with client and customer experience standards.
Highlights
Optimized SOP implementation and service workflows, achieving a 25% improvement in process adherence and measurable gains in customer satisfaction metrics.
Conducted comprehensive root cause analysis on delayed or failed service interactions, implementing targeted corrective actions that reduced Average Handling Time (AHT) by 15%.
Designed and delivered SMART coaching and quality training programs for over 30 managers and technical leads, improving overall coaching effectiveness by 40%.
Championed data-driven decision-making by developing and utilizing Power BI and Excel dashboards to track service performance, identify compliance gaps, and monitor improvement trends.
Supported vendor and internal team accountability by harmonizing quality monitoring processes across regions, which improved service delivery speed by 20%.
Teknowledge
|Quality & Customer Experience Analyst
Lagos, Lagos, Nigeria
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Summary
Performed customer journey mapping and feedback analysis to identify service gaps and operational inefficiencies, delivering impactful training programs.
Highlights
Delivered comprehensive soft-skill and service excellence training to over 200 support engineers, sustaining 8 consecutive months of green CX performance scores.
Applied Six Sigma problem-solving techniques to streamline global quality processes, significantly improving service consistency across operations.
Performed detailed customer journey mapping and feedback analysis to identify critical service gaps and operational inefficiencies, informing strategic improvements.
MTN Nigeria
|Customer Experience Analyst, Consumer Segment
Lagos, Lagos, Nigeria
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Summary
Monitored and analyzed Net Promoter Score (NPS) and customer feedback to identify service reliability and fulfillment gaps, driving improvements in customer satisfaction.
Highlights
Monitored and analyzed Net Promoter Score (NPS) and extensive customer feedback, contributing to a measurable 10% increase in overall customer satisfaction.
Conducted Root Cause Analysis (RCA) on recurring service complaints and operational failures, implementing process improvements that reduced customer complaints by 15%.
Collaborated effectively with digital, product, and service teams to design customer journey maps that significantly improved product usability and enhanced experience outcomes.
Contributed to successful customer acquisition and engagement campaigns, including MTN LoveBox, driving 10% brand growth through strategic CX initiatives.
Education
University of Benin
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B.Sc.
Biochemistry
Certificates
ISO 9001 Quality Management Systems Lead Implementor
Issued By
SkillFront
Six Sigma Green Belt (CSSGB)
Issued By
Management & Strategy Institute
ITIL v4 Foundation
Issued By
PeopleCert
Microsoft Certified: Fabric Analytics Engineer Associate
Issued By
Microsoft
Microsoft Certified: Power BI Data Analyst
Issued By
Microsoft
Scrum Fundamentals Certified
Issued By
Scrum Alliance/Scrum.org
Microsoft Azure Data Fundamentals
Issued By
Microsoft
Project Management Certification
Issued By
MSI
Total Quality Management
Issued By
MTN Nigeria
Skills
Service & Quality Management
Service Fulfillment Assurance, SLA Management, Incident Management, Escalation Management, Root Cause Analysis (RCA), Corrective Action, Process Documentation, SOP Development, Infrastructure Readiness, Service Quality Audits, Quality Assurance, Compliance Reviews, ITIL, Six Sigma, TQM Methodologies.
Customer Experience
Customer Experience Design, Customer Journey Mapping, Customer-Centric Service Delivery, Net Promoter Score (NPS) Analysis, Customer Feedback Analysis.
Project & Stakeholder Management
Vendor Management, Stakeholder Coordination, Cross-functional Team Leadership, Project Management, Scrum.
Data Analysis & Reporting
Data Analysis, Reporting, Power BI, Microsoft Excel, Data Visualization, Dashboards.
Tools & Technologies
Microsoft PowerPoint, Microsoft Word, Instanta, Service Ticketing Systems, CRM Tools.