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@aghoghoeni
I am a customer service manager specialising in healthcare patient experience and data-driven improvements.
United KingdomI 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.
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Work history, roles, and key accomplishments
London Specialist Pharmacy
Jun 2025 - Present (5 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.
Peek Solutions
Oct 2020 - Present (5 years 1 month)
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.
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%.
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.
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.
Degrees, certifications, and relevant coursework
BUMaster of Science, Digital Marketing Management
Activities and societies: Awards: BPP Professional Development Award (PDA) and BPP Excellence Award (2023); C1 Honours Award (2024).
Completed Master of Science in Digital Marketing Management at BPP University in 2023.
Software and tools used professionally
United KingdomYou can contact Aghogho and 90k+ other talented remote workers on Himalayas.
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