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oluwafowoke tolulope
Looking for a jobHead, Contact Centre & Customer Experience
Customer Experience executive at Stanbic IBTC Pension Managers, reducing repeat contacts by over 20% with L1–L3 support tiering.
NigeriaHead, Contact Centre & Customer Experience at Stanbic IBTC Pension Managers Ltd
Experience
Head, Contact Centre & Customer Experience
Led enterprise-wide customer experience strategy and contact centre operations for one of Nigeria's largest pension fund administrators. Defined and executed a Customer Delight strategy, architected a structured tiering framework, and drove AI-readiness initiatives.
Customer Experience StrategyContact Centre OperationsSLA ManagementNPSCSATAI AutomationStakeholder ManagementP&L managementRegulatory ComplianceNDPR ComplianceProcess ImprovementAHT ReductionFCRExecutive Reporting
Contact Care Manager, Contact Centre
Oversaw day-to-day operations of the contact centre, maintaining service levels at or above the 85% target SLA while managing a multi-tiered team. Designed training programmes and led process improvement initiatives to improve first-contact resolution and reduce escalations.
Contact Centre OperationsSLA ManagementTeam ManagementTrainingProcess ImprovementFirst Contact ResolutionsIncident CommunicationConsumer Trends AnalysisRegulatory Compliance
Head of Customer Success
Built and led the Customer Success function from the ground up for a high-growth food-tech platform, defining retention strategy, onboarding processes, and success metrics. Monitored key growth indicators and designed feedback loops to reduce churn.
Customer SuccessRetention StrategyOnboardingNPSCSATData AnalysisFeedback LoopsAdvocacy ProgramsProduct AdoptionCompetitive Intelligence
Customer Contact Centre Supervisor
Supervised a high-volume contact centre handling up to 4,000 calls per day across voice, social media, and messaging platforms. Monitored AHT statistics, implemented operational improvements, and delivered coaching and training programmes.
Contact Centre SupervisorAverage Handling Time (AHT) ManagementCoachingTrainingSocial Media SupportSLA ComplianceComplaint ResolutionProcess Improvement
Customer Relationship Account Manager
Managed a portfolio of 50+ corporate clients, achieving an average retention rate of 82% over two years through proactive relationship management. Onboarded all new clients and resolved issues swiftly to maintain satisfaction.
Account ManagementClient OnboardingRelationship ManagementRetentionProblem SolvingCustomer Satisfaction
Education
University of Agriculture, Nigeria
B.Sc. in Mathematics and Computer Science from the University of Agriculture, Nigeria.
DT Academy
Design Thinking Certification from DT Academy.
U-Connect
Contact Centre and Customer Experience Training from U-Connect.
Chartered Institute of Bankers of Nigeria (CIBN)
Professional Conduct and Ethics Certificate from the Chartered Institute of Bankers of Nigeria.
LinkedIn Learning
Customer Experience Strategy: Building a Customer-Centric Culture from LinkedIn Learning.
LinkedIn Learning
Customer Experience Leadership from LinkedIn Learning.
LinkedIn Learning
De-Escalating Conversations for Customer Service from LinkedIn Learning.
LinkedIn Learning
Managing Customer Expectations from LinkedIn Learning.
LinkedIn Learning
Customer Journey Mapping from LinkedIn Learning.
LinkedIn Learning
Aligning CX with Company Culture from LinkedIn Learning.
LinkedIn Learning
Becoming a Manager Your Team Loves from LinkedIn Learning.
LinkedIn Learning
Collaborative Leadership from LinkedIn Learning.