Emmanuel Bankole

A data-driven, execution-paced Customer Experience (CX) and Operations professional with an HND in Public Administration (Upper Credit) and Associate Membership in CILGPAN. Offers proven expertise in managing customer lifecycles, executing cross-channel communication strategies, and maintaining quality assurance compliance within fast-paced, tech-driven environments. Deeply fluent in utilizing behavioral data, digital automation, and AI tools to map user journeys, streamline complex technical workflows, and scale personalized customer enablement initiatives that drive user activation and long-term retention.

Customer Experience Specialist (Quality Assurance & Contact Center) - Metro Africa Xpress (MAX) - Ibadan, Ibadan

(2023-01 - 2026-01)

• Journey Tracking & Quality Control: Led the QA and evaluation framework for multi-channel customer communications, ensuring user interactions met rigorous compliance and retention standards.
• Behavioral Dispute & Escalation Management: Managed high-tier ticket and email escalations, leveraging product usage signals to resolve systemic customer friction points and accelerate time-to-resolution.
• Lifecycle Personalization & Conversion: Operated as a Telesales and Growth Agent, analyzing prospective customer journeys to design targeted nudges that converted prospects into active users.
• Cross-Functional Collaboration: Partnered with product and operations teams to translate ground-level customer complaints into structured feedback loops for platform updates and workflow enhancements.

Administrative Assistant/Teacher - TREASURE SECONDARY SCHOOL - Abakaliki, Nigeria

(2022-04 - 2023-02)

• Front-Office & Daily Operations: Manage day-to-day school correspondence, track daily staff and student attendance logs, and maintain a highly organized reception environment to uphold the school's premium standards.
• Academic Teacher: Taught Civic Education and Government, prepared students for Junior WAEC Civic Education and Government for Senior WAEC, NECO, and UTME exams.
• Data & Record Management: Securely manage, update, and archive sensitive student files, academic registries, and state educational compliance documents.
• Stakeholder Liaison: Serve as the primary administrative bridge between the school management and the Parent Teacher Association (PTA), ensuring clear, professional, and timely communication.

Manager & Customer Training Lead - Norway Computer Affairs (NCA) - Ibadan, Nigeria

(2021-01 - 2022-01)

• Customer Enablement & Technical Writing: Authored and executed comprehensive digital literacy training modules covering Microsoft Office (Word, Excel, PowerPoint) and media editing tools.
• Content Creation & Onboarding: Designed clear, outcome-focused instructional guides and multimedia tutorials, translating complex technical software concepts into accessible learning materials for diverse skill levels.
• Campaign & Promotion Management: Coordinated local advertising and digital promotional programs to expand customer acquisition and drive community engagement.

Assistant Administrative Officer & Media Handler - Wells Broadcasting House (Wellsradio) - Ibadan, Nigeria

(2017-01 - 2018-01)

• Multi-Channel Communication: Managed digital media footprints and assisted in compiling and editing public-facing news scripts for clarity, impact, and audience retention.
• Operational Documentation: Spearheaded the digitization and structured retrieval of organizational operation files, reducing administrative delay.

Administrative Officer / Office Assistant - Adeniyi-Bhadmus Surveys and Company Ltd - Ibadan, Nigeria

(2013-01 - 2023-01)

Duration: 2013-2015 & 2022-2023.

• Operations & Resource Coordination: Governed end-to-end office administrative workflows, managing complex scheduling, cross-functional file keeping, and payroll logistics.

HND - Public Administration - The Polytechnic, Ibadan, Oyo State

OND - Public Administration - The Polytechnic, Ibadan

High School (S.S.C.E) - O'Level - Government College Ibadan