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Felicia Oluwakemi

@feliciaoluwakemi

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I lead customer support operations, QA frameworks, and measurable CX improvements.

Nigeria

Message

What I'm looking for

I'm looking for a remote customer experience, support operations, or quality assurance leadership role where I can build scalable QA frameworks, improve service performance, develop teams, and use data to strengthen customer outcomes.

At Ignite Energy Access, I lead a 26-member call center operation and have improved customer satisfaction by 75% through optimized processes and performance management.

I own end-to-end support operations, from escalations and onboarding to service recovery. I designed QA and CX evaluation frameworks used across customer support, telesales, and account management, while helping raise the served caller rate to 70%.

Previously, I led QA specialists and call center agents, built Tableau-based reporting dashboards that improved productivity across 26 service centers by 80%, and delivered customer-facing results across energy, technology, media, and telecom environments.

Experience

Work history, roles, and key accomplishments

Current

Customer Support and Quality Assurance Lead

Current

Ignite Energy Access

Jun 2024 - Present (2 years 3 months)

Lead a 26-member call center operation, driving a 75% improvement in customer satisfaction through optimized processes and team performance management. Owned end-to-end customer support operations, including escalations, onboarding support, and service recovery.

Customer Experience Strategy Quality Assurance Framework Design Call Center Operations Management Performance Management KPI Tracking Data Analysis CX Reporting Customer Journey Optimization

Quality Assurance Analyst and Training Coordinator

Ignite Energy Access

Nov 2021 - Jun 2024 (2 years 7 months)

Led a team of 4 QA specialists and 84 call center agents across high-volume service environments, ensuring consistent quality and operational excellence through tailored onboarding and refresher training programs. Drove an 80% productivity improvement across 26 service centers by implementing performance methodologies and Tableau-based reporting dashboards.

Quality Assurance Training Performance Management Tableau Data Analysis Call Center Operations

Customer Engagement Executive

Ignite Energy Access

Sep 2019 - Nov 2021 (2 years 2 months)

Exceeded sales targets by 20% within the first 3 months through targeted outreach and relationship-building strategies, and expanded the customer base by 30% by supporting 100+ customers daily. Boosted customer satisfaction by 40% by delivering personalized service and proactive issue resolution.

Sales Customer Engagement Relationship Building Customer Satisfaction Issue Resolution

Customer Executive

Softcom Limited

Apr 2019 - Sep 2019 (5 months)

Delivered high-quality, solution-driven customer support at a 100+ employee tech solutions company serving Fintech, Education, Energy, and Telecom sectors, improving customer satisfaction by 30% within two months.

Customer Support Solution Delivery Customer Satisfaction

Customer Service Assistant

Afroclopedia Media

Apr 2018 - Mar 2019 (11 months)

Handled 30+ customer calls daily, converting inquiries into sales and driving adoption of offline and online news content, contributing to over 100% growth in company earnings.

Customer Service Sales Conversion Communication Skills