Open to opportunities

Ivbaduwede Faith

@ivbaduwedefaith

Message

Operations and Quality professional driving recovery, SLA improvement and customer excellence.

Rwanda

Message

What I'm looking for

I seek a role focused on operations and quality improvement where I can drive SLA adherence, lead recovery and audit programs, use data to inform decisions, mentor teams, and contribute to customer excellence in a collaborative, growth-oriented environment.

I am a versatile Operations and Quality professional with 5+ years' experience in technical support, quality assurance, customer recovery, and team leadership. I have a proven track record improving SLA compliance, driving quality initiatives, and delivering data-driven insights that boost client and customer satisfaction.

I lead audits, quality transformation projects, and cross-functional collaborations to identify gaps and implement improvements, using Excel, pivot tables and data analysis. I prioritize professionalism, accountability, and measurable results, and I consistently perform above expectations while mentoring teams and championing customer excellence.

Experience

Work history, roles, and key accomplishments

Current

Operations Excellence Enabler

Current

MS GetHelp Recovery

Sep 2025 - Present (2 months)

Drive quality transformation and governance, deliver business and analytical quality audit reports, and lead quality projects that improved SLA compliance and customer recovery outcomes.

Quality Assurance SLA Management Audit & Compliance Data Analysis Process Improvement

Technical Supervisor / Advocate

Teknowledge Nigeria

Jul 2019 - Dec 2022 (3 years 5 months)

Supervised technical support advocates, provided escalated troubleshooting, enforced SLA compliance and collaborated with technical leads to improve team performance and customer outcomes.

Technical Support Troubleshooting Team Leadership SLA Escalation Management Customer Service

Principal Accountant (NYSC)

Ministry of Finance, Kaduna State

Jan 2011 - Dec 2011 (11 months)

Served in the Treasury Department during national youth service supporting accounting and financial operations at the state secretariat.

Accounting Treasury Operations Financial Reporting Administration Compliance

Bulk Teller

Intercontinental Bank Plc

Jan 2007 - Dec 2008 (1 year 11 months)

Processed bulk teller transactions within the operations department, supporting branch cash handling and customer-facing banking operations.

Cash Handling Banking Operations Customer Service Transaction Processing Compliance

Quality Analyst, Operations

Teknowledge

Oct 2023 - Present (2 years 1 month)

Planned and conducted comprehensive audits, ensured adherence to QA guidelines and SLAs, and provided data-driven recommendations that repeatedly exceeded 4.5 KPI metrics.

Auditing KPIs SLA Management Data Analysis Coaching & Calibration Reporting Excel

Sales Manager (Office 365)

IPI Solutions Nigeria Ltd

Jan 2018 - Present (7 years 10 months)

Directed sales of Microsoft Office licenses, prepared contracts and MOUs for government bids, and managed branch administration and targets.

Sales & Management Microsoft Office 365 Business Development Client Management Negotiation

Head of Administration & HR

Access Solutions Limited

Jan 2016 - Present (9 years 10 months)

Managed all administrative affairs, recruitment, training, staff appraisals and departmental supervision while implementing HR processes and quality practices to support organizational growth.

HR Management Recruitment Staff Training Performance Management Administration Payroll