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Fisayo Shobowale

@fisayoshobowale

Customer Experience professional at MultiChoice Nigeria who designed a centralized tracker for unresolved and recurring customer issues.

Nigeria

Message

At MultiChoice Nigeria, I designed and implemented a centralized tracker for unresolved and recurring customer issues, strengthening visibility, ownership and follow-up. As Contact Centre Supervisor, I monitored service measures including CSAT, first-contact resolution and quality, and used performance trends to guide coaching and improvement.

Previously, as Team Lead, Call Center Operations, I coordinated daily work for teams of approximately 10–20 customer-service employees and adjusted workflows to support service levels. I also handled high-volume customer enquiries as a Customer Service Representative, resolving complaints and guiding customers on billing, technical matters and services.

Experience

Work history, roles, and key accomplishments

Contact Centre Supervisor

Multichoice Nigeria

Nov 2021 - Aug 2026 (4 years 9 months)

Led day-to-day service delivery and team performance, reinforcing customer ownership and consistent service standards. Monitored team performance against CSAT, FCR, AHT, service level, quality, adherence and productivity measures, and managed complex complaints and escalations.

CSAT FCR AHT Nivel De Servicio Quality Assurance Coaching Escalation Management Root Cause Analysis Process Improvement performance reporting CRM Microsoft Office

Team Lead, Call Center Operations

Multichoice Nigeria

Nov 2019 - Nov 2021 (2 years)

Coordinated daily activities for teams of approximately 10–20 customer-service employees, aligning workload with customer needs and operational targets. Monitored real-time operations, delivered coaching, and owned escalated cases to ensure timely resolution.

Team Leadership Real Time Operations Workflow Management Coaching Escalation Management Customer Service Data Analysis Process Improvement

Customer Service Representative

Multichoice Nigeria

Jan 2014 - Nov 2019 (5 years 10 months)

Handled high-volume customer enquiries involving billing, technical matters and service requests, providing accurate and empathetic guidance. Investigated and resolved complaints, documented interactions, and escalated complex cases through resolution.

Customer Service Complaint Resolution Billing Technical Support Active Listening CRM Documentation Escalation Management