Faith Aliga
@faithaliga
I build customer experience operations that improve satisfaction, resolution, retention, and service performance.
NigeriaWhat I'm looking for
At DigitVant Pay, I built the Customer Experience department and led an enterprise-wide CX strategy that raised SLA compliance to 92%, CSAT to 95%, and reduced escalations by 80%.
Across PalmPay, MotoPay, and Stanbic IBTC, I've built CX functions, led customer service operations of 300+ professionals, and improved connection rates, complaint closure, and customer retention through journey design, VoC, and operational discipline.
Experience
Work history, roles, and key accomplishments
Head, Customer Experience
DigitVant Pay (Credlanche Group)
Feb 2025 - Present (1 year 7 months)
Developed and executed enterprise-wide customer experience strategy, improving service performance and reducing complaint resolution time by 30 minutes. Built the Customer Experience department from inception and implemented a Voice of Customer program.
Customer Experience Manager
MotoPay
Aug 2024 - Jan 2025 (5 months)
Built the Customer Experience function from inception, designing service policies, SOPs, and customer journey frameworks. Partnered with executive leadership to develop enterprise customer experience strategies and led recruitment and capability development.
Customer Service Manager
PalmPay Limited
Aug 2021 - Jul 2024 (2 years 11 months)
Led day-to-day operations of a 300+ member customer service organization, consistently exceeding KPIs. Increased call and chat connection rates from 78% to 94% and improved CSAT from 82% to 95% within six months.
Team Lead, Customer Service
Stanbic IBTC Bank Ltd
Mar 2018 - Jul 2021 (3 years 4 months)
Led a team of over 12 customer service consultants, providing coaching and mentoring on banking products and regulatory requirements. Monitored interactions for quality compliance and resolved complex escalations.
Customer Service Consultant
Stanbic IBTC Bank Ltd
Feb 2015 - Feb 2018 (3 years)
Attended to customers' requests, inquiries, and complaints across various platforms, ensuring expectations were met and exceeded. Worked in the complaint resolution team to resolve issues to customer satisfaction.
Customer Experience Officer
Stanbic IBTC Pensions Managers Ltd
Dec 2013 - Jan 2015 (1 year 1 month)
Attended to pension customers' requests, inquiries, and complaints across various channels, ensuring expectations were met and exceeded. Engaged in query resolution, complaint management, service recovery, and quality assurance.
Education
Degrees, certifications, and relevant coursework
Udemy
Professional Certificate, Customer Experience Management
Professional Certificate in Customer Experience Management, completed in December 2025.
Tekedia Institute
MBA, Business Administration
MBA in Business Administration with focus on Innovation, Growth & Digital Execution, completed in 2023.
NLP Nigeria
Professional Certification, Customer Contact Centre
Customer Contact Centre Professional Certification, completed in December 2020.
Learning Impact Ng
Workshop, Business Writing and Communications
Business Writing and Communications Workshop, completed in November 2020.
CIBN/CBN
Certification, Professional Conduct and Ethics
Professional Conduct and Ethics Certification, completed in September 2020.
NIBSS Plc
Certification, Customer Service Management
Customer Service Management in a Digital Environment, completed in May 2019.
Tansian University
BSc (Hons), Business Administration
BSc (Hons) in Business Administration, completed in 2018.
KloverHarris Consulting
Certification, Customer Service
Advanced Principles of Customer Service, completed in April 2018.
Federal Polytechnic, Oko
HND, Business Administration
HND in Business Administration, completed in 2011.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
Interested in hiring Faith?
You can contact Faith and 90k+ other talented remote workers on Himalayas.
Message FaithGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
