Osayi Odigieh

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.

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%.

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.

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.