Open to opportunities

Aghogho Eni

@aghoghoeni

Message

I am a customer service manager specialising in healthcare patient experience and data-driven improvements.

United Kingdom

Message

What I'm looking for

I seek a leadership role in healthcare-focused customer service where I can drive patient experience improvements, apply data-driven process automation (CRM, Power Automate), and collaborate cross-functionally to deliver measurable service and operational gains.

I am a customer service manager with an MSc in Digital Marketing Management and a clear passion for healthcare. I focus on optimising patient interactions, enhancing service delivery, and translating feedback into strategic improvements.

I have led teams to measurable outcomes, including a 19% reduction in service issues and an increase in customer satisfaction from 45% to 89%. I have driven e-channel migration (+40%) and reduced processing time through data-driven workflows and operational improvements.

Technically, I build automated solutions (Power Automate), leverage CRM insights, and create Excel-based reporting to visualise performance. I hold certifications in Salesforce Administration, PRINCE2, AgilePM and IBM Enterprise Design Thinking, which I apply to complex service transformations and merger projects.

I deliver empathetic, stakeholder-focused leadership that aligns team KPIs with business goals, achieves revenue targets, and improves patient and caregiver satisfaction. I am eager to bring my blend of operational rigor, digital capability, and patient-centered service design to a mission-driven healthcare or customer experience team.

Experience

Work history, roles, and key accomplishments

Current

Patient Care Team Manager

Current

London Specialist Pharmacy

Jun 2025 - Present (4 months)

Led a busy patient contact centre and implemented a Power Automate workflow that eliminated manual payment tracking and improved on-time medication deliveries; achieved the team's combined revenue goals in the first month.

Power Automate Process Improvement Team Leadership

Current

Customer Experience Lead

Current

Peek Solutions

Oct 2020 - Present (5 years)

Developed and implemented a structured customer feedback process and CRM analysis that increased customer conversion rates by 4% and raised brand awareness by 2% through journey mapping and persona-driven segmentation.

Customer Feedback Customer Journey Mapping Segmentation User Stories

Customer Service Manager

Access Bank Plc

Sep 2015 - Oct 2020 (5 years 1 month)

Refined customer service processes and digital engagement strategies, improving customer experience by 13%, increasing NPS by 9% and raising e-channel migration by 40%, while boosting CSAT from 45% to 89%.

Customer Experience NPS Process Improvement Data Analysis Stakeholder Management Change Management

Team Leader / Customer Service Supervisor

First Bank Plc

Aug 2013 - Aug 2015 (2 years)

Led frontline customer service teams, achieving a 19% reduction in service issues within one year through coaching, process controls, and performance management.

Team Leadership Customer Service Training Development Performance Management Quality Control Process Improvement

Customer Service Advisor

Zenith Bank Plc

Nov 2010 - Aug 2013 (2 years 9 months)

Handled high-volume customer inquiries and contributed to process improvements that reduced processing time by 24 hours, improving overall service efficiency.

Customer Support CRM Communication Data Entry Compliance