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Azi Jicholia Ritek

@azijicholiaritek

I build scalable customer support operations, improve service quality, and lead teams that strengthen customer outcomes.

Nigeria

Message

What I'm looking for

I'm looking to lead scalable customer support and customer experience operations, build high-performing teams, and partner across Product, Engineering, Operations, and clients to turn customer feedback into better service outcomes.

I'm building customer support operations at Bluedotbook, where I established onboarding, SOPs, workflows, macros, knowledge-base resources, and service documentation. I implemented Zoho Desk and Live Chat and work with Product and Engineering to resolve recurring customer issues.

Across CX Outsourcing, Maisha Meds, and QuickBus, I've led contact-centre operations, quality assurance, coaching, escalations, and multichannel support across Nigerian and South African markets. I turn customer feedback into practical process improvements that improve consistency, adoption, retention, and satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Customer Operations Lead

Current

Bluedotbook

Aug 2025 - Present (1 year 1 month)

Built the customer support function from the ground up, establishing onboarding processes, SOPs, workflows, macros, knowledge base resources, and service documentation. Implemented Zoho Desk and Live Chat to support customer service delivery.

Zoho Desk Live Chat Customer Support SOP Development Knowledge Base Onboarding Process Improvement Customer Feedback Analysis

Current

Chief Operating Officer

Current

CX Outsourcing

Aug 2023 - Present (3 years 1 month)

Led customer support and contact centre operations across multiple client accounts. Developed quality assurance frameworks, service standards, coaching guidelines, and operational documentation to improve support quality and consistency.

Contact Centre Operations Quality Assurance Coaching Process Design Customer Experience Stakeholder Management Performance Monitoring

Quality Assurance Associate (CX)

Maisha Meds

Aug 2024 - Mar 2025 (7 months)

Conducted quality assurance reviews across English and Hausa customer support channels. Monitored service quality, identified recurring customer issues, and recommended process improvements.

Quality Assurance Customer Support English Hausa Escalation Management Process Improvement

Global Customer Success Associate

QuickBus

Apr 2022 - Aug 2024 (2 years 4 months)

Delivered multichannel customer support across regional markets, resolving booking, payment, and account-related enquiries. Managed complex customer issues and escalated cases to appropriate teams for resolution.

Multichannel Support CRM Escalation Management Customer Success Problem Solving