Looking for a job

Ibrahim Bakare

@ibrahimbakare

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I lead customer experience operations that improve service quality, SLA performance, and customer satisfaction.

Nigeria

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What I'm looking for

I'm looking for a role where I can lead customer experience or contact centre operations, use data and automation to improve service delivery, develop teams, and partner with product, technology, compliance, and legal stakeholders.

At FairMoney Microfinance Bank, I lead 20+ Customer Support Officers, overseeing scheduling, workforce planning, SLA performance, escalations, chatbot flows, IVR systems, and service recovery.

Previously at Betway Group, I managed a multimodal contact centre handling 50,000+ monthly interactions and led recruitment, onboarding, and performance management for 40+ agents. I improved SOP compliance to 98% and reduced customer wait times by 30% through workforce optimization.

Across banking, microfinance, iGaming, and HR operations, I use reporting, coaching, quality assurance, and compliance practices to improve customer outcomes and scale service delivery.

Experience

Work history, roles, and key accomplishments

Current

Team Lead, Customer Experience

Current

FairMoney Microfinance Bank

Jul 2023 - Present (3 years 2 months)

Supervise daily activities of 20+ Customer Support Officers, ensuring productivity and SLA adherence. Manage shift scheduling, workforce planning, and queue monitoring, and handle escalations and regulatory cases.

Contact Centre Team Lead

Betway Group

Aug 2020 - Jul 2023 (2 years 11 months)

Managed a multimodal contact center handling 50,000+ monthly interactions. Led recruitment, onboarding, and performance management of 40+ agents, and implemented quality assurance frameworks.

Call Center Operations Team Leadership Recruitment Onboarding Performance Management Quality Assurance Workforce Optimization AHT Reduction Customer Interaction Monitoring Social Media Monitoring Sprout Social Zendesk Freshdesk Connex.Ai Microsoft Office Google Workspace Slack Notion

Administrative & HR Assistant

Funmilayo Enterprises

Jan 2016 - Aug 2020 (4 years 7 months)

Managed payroll for 200+ employees with 100% accuracy. Led recruitment and onboarding processes, reducing time-to-hire by 15%, and implemented digital filing systems.

Payroll Management Recruitment Onboarding Employee Records Compliance Documentation Digital Filing Systems Microsoft Office Google Workspace

ATM Monitoring & Support Staff

Heritage Bank Limited

Jan 2013 - Dec 2015 (2 years 11 months)

Monitored 500+ ATM terminals, ensuring 99% uptime. Managed escalations and reduced MTTR by 18%, and supported audit processes and dispute resolution within SLA.