CRM Manager — Customer Experience (SpeedyAI Platform) - Warpspeed
(2024-02)
- Direct the CRM and customer experience function for an AI-driven customer engagement platform, owning the end-to-end customer journey and setting service standards across the operations team.
- Built and lead a multi-platform reconciliation framework spanning Monnify, Warpspeed, Opay, Moniepoint, 9PSB, and Beam, strengthening transaction accuracy and accelerating dispute resolution turnaround.
- Serve as senior escalation point for unresolved and high-risk customer cases, partnering directly with banking partners and internal technology teams to resolve issues and protect customer trust.
- Established and enforce compliance protocols spanning regulatory standards and customer verification, reducing exposure to risk across all CX/CRM operations.
- Designed shift coverage and resourcing model across weekdays, weekends, and holiday periods, ensuring uninterrupted service delivery and consistent customer experience.
- Set and monitor a 2–5 minute service-level standard for document and transaction verification, escalating complex or suspicious cases in line with compliance frameworks.
- Lead cross-functional coordination with the Field Verification Officer to validate customer addresses prior to account approvals and upgrades, strengthening onboarding integrity.
- Own CRM platform governance, including access management, usage tracking, and performance reporting, driving alignment between technical, field, and operations teams.
- Direct customer onboarding, KYC validation, and account upgrade processes, embedding real-time monitoring for service resolution and quality assurance.
Transfer Center Manager - Orange Group Limited
(2023-06 - 2024-01)
- Directed operations of the central transaction center and cash points, overseeing service delivery for high-volume customer transactions.
- Led resolution of escalated transaction disputes and backend reconciliation, supervising agent performance and daily transfer logs.
- Partnered with product and technology teams to improve system uptime, directly enhancing customer experience and transaction reliability.
Device and QRC Management - Orange Group Limited
(2022-11 - 2023-05)
- Directed production, deployment, and maintenance of digital service devices (PDB, DDS, F&B), supporting digital channel customer experience.
- Optimized inventory distribution and logistics processes, resolving operational bottlenecks and reducing service disruption.
- Implemented automated transaction-based deduction processes, improving operational efficiency and reducing manual reconciliation effort.
Data Analyst / Orbit Customer Service Team Lead - Orange Group Limited
(2022-01 - 2022-10)
- Led data analysis on customer behavior and complaint trends, delivering insights that informed service and process improvement initiatives.
- Managed end-to-end customer support operations for Orbit digital services, overseeing escalations and daily transaction/refund reconciliation.
- Directed onboarding and KYC compliance for Orbit users, building reporting structures that improved visibility into customer trends.
Consumer Engagement Supervisor - Orange Group Limited
(2021-07 - 2021-12)
- Led execution of promotional and field engagement campaigns, strengthening brand awareness and customer relationship depth.
- Analyzed customer feedback data to inform product improvement recommendations shared with the marketing leadership team.
Customer Service Team Lead - First Bank of Nigeria Limited
(2020-01 - 2021-06)
- Led front-desk service operations and a team of customer service representatives, resolving escalated complaints to safeguard customer satisfaction.
- Built mentoring and training structures for new team members, strengthening team capability and service consistency.
- Drove cross-sell and product adoption among new and existing clients through proactive relationship management.
Treasury Officer - First Bank of Nigeria Limited
(2018-01 - 2019-12)
- Managed vault cash operations and daily reconciliation of physical and system records, ensuring full regulatory compliance with CBN guidelines.
- Directed inter-branch cash transfer processes and treasury reporting, minimizing idle cash exposure across branch operations.
ATM Custodian - First Bank of Nigeria Limited
(2016-01 - 2017-12)
- Managed daily ATM operations and cash balancing, ensuring rapid resolution of dispensing errors and downtime to protect customer experience.
- Maintained reconciliation accuracy across ATM activity records, partnering with security and operations teams on compliance.
