Emmanuel Salami

As a Customer Experience Leader with over 5 years of experience, I have honed my skills in both remote and on-site customer support, team leadership, and CRM optimization within the fintech and telecom sectors. My journey has been marked by a proven track record of reducing resolution times and enhancing customer satisfaction, which I achieved through strategic initiatives and a focus on team performance.

Currently, I serve as the Email Operations Lead at ISON Xperiences Intl. for FairMoney Microfinance Bank, where I manage a remote support team and have successfully reduced resolution times by 22% through the implementation of 'Project Elevate Resolution.' My leadership extends to training over 10 agents monthly, resulting in a 15% improvement in customer satisfaction scores. Additionally, I have experience in digital marketing, where I designed and executed campaigns that significantly increased digital engagement.

My technical proficiency includes tools such as Zendesk, Salesforce, and Google Analytics, which I leverage to drive data-driven decision-making and performance monitoring. I am passionate about continuous improvement and dedicated to aligning customer support with business goals to foster a high-performing environment.