Customer service/Recovery Manager · Ade Hariyike Capital Compass Ltd

Jan 2024 – Present

• Team Leadership & Mentorship: Recruits, trains, and coaches support agents, fostering a collaborative culture and setting performance benchmarks to maintain high service quality.
• Customer Relationship & Escalation Management: Serves as the senior point of contact for complex issues, resolving high-level customer complaints with empathy and diplomatic problem-solving.
• Process & Workflow Optimization: Designs, implements, and refines customer service protocols, omnichannel workflows, and standard operating procedures (SOPs) to reduce response times and boost efficiency.
• Performance Analytics & Reporting: Tracks and analyzes key performance indicators (KPIs)—such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS)—to drive continuous operational improvements.
• Cross-Functional Collaboration: Partners with sales, product development, and marketing teams to relay customer feedback, address recurring product issues, and align support strategies with overall business goals.
• Service Technology Management: Oversees the setup and operation of customer service tools, including Help Desk software, CRM systems, ticketing workflows, AI chatbots, and self-service knowledge bases.

Msc Business Administration · National Open University of Nigeria

2023 – 2025

Bsc Accounting · National Open University of Nigeria

2016 – 2019

Hnd Accounting · Kwara State Polytechnic, Ilorin

2009 – 2011