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Khadijat Ajoke

@khadijatajoke

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Experienced Customer Success Manager with a focus on CX operations.

Nigeria

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What I'm looking for

I am looking for a role that fosters collaboration, values customer-centric strategies, and offers opportunities for professional growth.

I am a results-oriented Customer Success Manager with over 7 years of experience in Customer Experience (CX) and Onboarding. My expertise lies in managing onboarding processes and CX operations across remote teams, where I have successfully addressed complex customer challenges and enhanced performance through strategic planning and process improvements.

In my current role as an Onboarding Manager at Unateus, I have led global onboarding initiatives that improved success rates by 15%. I take pride in mentoring junior support agents, fostering their independence in troubleshooting, and implementing structured documentation processes that have reduced training time by 20%. My previous experience as a Customer Service Specialist at AA Rescue Nig Ltd further honed my skills in managing high volumes of customer cases while maintaining a 95% resolution rate within SLAs.

Experience

Work history, roles, and key accomplishments

Current

Onboarding Manager

Current

Unateus

Jan 2024 - Present (1 year 6 months)

Led onboarding and platform integration for new hires globally, improving success rates by 15%. Implemented a structured documentation process that improved internal alignment and reduced training time by 20%.

Salesforce HubSpot Onboarding Training Documentation Cross Functional Collaboration

Customer Service Specialist

AA Rescue Nig Ltd

May 2021 - Mar 2023 (1 year 10 months)

Managed over 100 customer cases weekly via email, chat, and voice, resolving 95% within SLAs. Helped develop internal playbooks for issue categorization and escalation handling, improving CX score by 18%.

Salesforce Zoho Customer Service Email Support Chat Support Case Management

Executive Assistant & Logistics Coordinator

Abanik Oil & Gas Ltd

Nov 2019 - Feb 2021 (1 year 3 months)

Provided critical internal stakeholder support during strategic transitions. Coordinated cross-functional meetings and managed logistics for the executive team.

Meeting Coordination Logistics Management Executive Support

Sales & Customer Service Representative

Kem Global

Jan 2016 - Jun 2019 (3 years 5 months)

Developed long-term customer relationships that led to a 50% increase in returning clients. Trained new hires on communication strategies and service delivery expectations.

Communication Strategy Training Customer Service Onboarding

Education

Degrees, certifications, and relevant coursework

Kwara State University

Bachelor of Science, Science

Obtained a Bachelor of Science degree from Kwara State University. The curriculum focused on providing a comprehensive understanding of scientific principles and methodologies.

Kwara State Polytechnic

Higher National Diploma, Physics & Electronics

Completed a Higher National Diploma in Physics & Electronics at Kwara State Polytechnic. This program provided in-depth knowledge and practical skills in the fields of physics and electronics.

Kwara State Polytechnic

National Diploma, Science Laboratory Technology

Earned a National Diploma in Science Laboratory Technology from Kwara State Polytechnic. The program equipped me with fundamental skills and knowledge in laboratory techniques and scientific analysis.