DA

Open to opportunities

Dorcas Adedipe

@dorcasadedipe

Marketing and customer service leader who improves KPIs, SLAs, and customer experience through data-driven coaching.

What I'm looking for

I’m looking to lead customer experience and marketing efforts where I can drive SLA/KPI performance, coach teams, optimize processes with CRM analytics, and collaborate cross-functionally to improve retention and service quality.

I’m a Customer Service Supervisor and Marketing Manager with 5+ years of experience in customer service operations, team leadership, performance management, and service delivery optimization at MultiChoice Nigeria Limited. I’m recognized for SLA compliance and KPI management—CSAT, AHT, FCR—using CRM analytics to strengthen quality and customer experience. I also lead onboarding and training while ensuring adherence to quality standards and data protection policies.

I combine customer service excellence with strong compliance instincts, conducting quality audits across calls, chats, and cases while supporting risk assessment and internal controls. I manage complex escalations tied to DStv, GOtv, and Showmax, partnering with Technical, Finance, and Sales teams to improve resolution outcomes and operational processes. With my background in financial auditing and project-style escalation management, I drive continuous improvement through data-driven decision-making and process optimization.

Experience

Work history, roles, and key accomplishments

ML

Current

Customer Service Supervisor

Current

MultiChoice Nigeria Limited

Jan 2021 - Present (5 years 5 months)

Led and coached customer service representatives to ensure SLA and KPI compliance while overseeing onboarding and training. Monitored performance in Clarity CRM dashboards (CSAT, AHT, FCR), conducted quality audits, and managed escalations for DStv, GOtv, and Showmax.

SLA AHT FCR Quality Assurance Escalation Management Onboarding Process Improvement Dashboards

OF

Data Annotator

One Forma

Jan 2019 - Jan 2020 (1 year)

Annotated and reviewed text, voice, and conversational data to support AI model training, ensuring accuracy and consistency. Performed quality checks by identifying errors, ambiguities, and edge cases while following detailed guidelines and confidentiality standards.

Data Annotation Quality Assurance Error & Edge Case Identification Confidentiality

OF

Auditor

OyeGbemiro Quaye & Co Audit Firm

Jan 2014 - Jan 2018 (4 years)

Conducted financial audits to verify transactions and accounting records for regulatory compliance and accuracy. Identified risks and internal control gaps, prepared detailed audit reports, and collaborated with clients to resolve discrepancies.

Financial Auditing Regulatory Compliance Internal Controls Risk Assessment Audit Reporting Process Improvement

Education

Degrees, certifications, and relevant coursework

FE

Federal Polytechnic Ede

Higher National Diploma (HND), Marketing

2011 - 2013

Earned an HND in Marketing at Federal Polytechnic Ede. Completed coursework aligned with marketing principles and practice.

KP

Kaduna Polytechnic

Ordinary National Diploma (OND), Purchasing and Supply

2006 - 2009

Earned an OND in Purchasing and Supply at Kaduna Polytechnic. Developed skills in procurement and supply management over the program period.

Tech stack

Software and tools used professionally

Gmail

Enhance

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