David Ofuya

Dedicated and result-driven Customer Experience Lead with years of experience, skilled at managing and motivating teams while ensuring high standards of customer service. Passionate about fostering strong customer relationships and guiding teams to deliver exceptional service. Experienced in resolving complex issues, implementing training programs, and improving efficiency. Committed to continuous leadership growth and enhancing customer satisfaction while driving operational excellence.

Customer Experience Manager at Teleperformance (2025-03 – Present)

Client: Bolt

• Managed daily operations for a 100+ FTE team across voice, chat, and email, consistently achieving SLA and CSAT targets.
• Tracked AHT, FCR, NPS, and adherence, driving a 12% increase in customer satisfaction within 6 months.
• Presented actionable insights in weekly business reviews with client stakeholders.
• Led escalations and ensured 95%+ resolution rate for priority rider and driver issues.
• Partnered with training and quality teams, reducing quality-related errors by 18%.
• Optimized shift schedules with WFM, improving peak-hour coverage by 20%.
• Enhanced chat support process, cutting response time by 15 seconds while maintaining 98%+ compliance.
• Co-managed 6 supervisors/team leaders with performance huddles and KPI dashboards.
• Played key role in ramp-up planning and successful launch of new service lines.
• Ensured compliance with Teleperformance and Bolt's data protection and operational protocols.

Supervisor, Back Office Team at Teleperformance (2023-06 – 2025-03)

Client: Bolt

• Provided leadership and guidance to the customer support team, setting clear expectations and fostering a positive work environment.
• Ensured team members were trained and equipped with necessary skills, delivering ongoing coaching and feedback.
• Monitored performance, implemented improvement plans, and recognized exceptional achievements.
• Handled escalations and complex inquiries while supporting resolution of customer challenges.
• Facilitated communication between Teleperformance and Bolt operations teams to ensure smooth updates and alignment.
• Implemented quality assurance processes and encouraged innovation to drive process improvements.

Customer Support Specialist at Teleperformance (2023-02 – 2023-05)

Client: Bolt Nigeria

• Responded to rider and driver complaints, offering solutions and escalating safety issues as required.
• Streamlined support operations, contributing to improved satisfaction.
• Assisted with recovery of lost items and liaised with in-house Bolt teams for long-term resolutions.
• Enhanced multitasking, deadline management, and business communication skills.

Customer Success Advocate at Teleperformance (2022-07 – 2023-01)

Client: Meta

• Produced customer success stories, conducted interviews, provided first-level client support, and collaborated with marketing teams to upsell Meta services.

Contact Center Agent at Access Bank PLC (2021-03 – 2022-07)

• Resolved 90+ daily enquiries, escalated issues promptly, improved communication etiquette, and maintained CRM records for accuracy.

Bachelor of Arts in History and Strategic Studies – University of Lagos (2014-09 – 2018-11)