Mofeola Lijoka
@mofeolalijoka
Customer success and operations leader specializing in SaaS-driven customer experience and team development.
NigeriaWhat I'm looking for
I am a results-driven customer success and operations leader with over nine years of experience across e-commerce, foodtech, fintech and HR tech startups. I built and scaled customer success and training teams, designed SOPs, KPIs, and customer journey maps, and drove measurable improvements in CSAT, NPS, and operational efficiency.
My hands-on work spans recruiting, onboarding, technical training, quality assurance, workflow optimization, and SaaS product management using platforms such as Salesforce, Sprinklr, Xcally, Zendesk, Zoom, Gmail, AWS and Jumia SaaS tools. I deliver talent development, process improvements and cross-functional collaboration that increased customer satisfaction by up to 70% and boosted product sales and conversion metrics.
I am passionate about coaching teams, implementing scalable processes, and using data-driven insights to improve customer experience and business outcomes. I bring multilingual communication skills and a strong focus on value-driven solutions to help organizations retain customers and grow revenue.
Experience
Work history, roles, and key accomplishments
Customer Success Lead
Blakskill Limited
Mar 2024 - Present (1 year 7 months)
Established and led the Customer Success function, designing SOPs, KPIs and tooling that improved CSAT by 70% and increased talent management success by 45% while driving a 41% uplift in product sales through cross-functional initiatives.
Customer Service Training Manager
Jumia
Nov 2022 - Mar 2024 (1 year 4 months)
Led training, development and quality assurance for customer service across JumiaFood, JumiaPay and Jumia e-commerce, boosting NPS by 15% and improving SLAs and handling metrics by 25% while managing training for 150+ agents.
Customer Service Specialist
Jumia
Feb 2021 - Oct 2022 (1 year 8 months)
Recruited, onboarded and trained 250+ agents for major events, reduced repeat interactions by 25% and increased agent efficiency by 30% through targeted training and CRM process improvements.
Customer Experience Team Lead
Jumia
Jun 2019 - Jan 2021 (1 year 7 months)
Managed multi-channel customer service teams, improving CSAT by 20%, reducing AHT by 15% and cutting complaint resolution time by 30% through coaching and process changes.
Customer Experience Specialist
Jumia
Oct 2016 - Jun 2019 (2 years 8 months)
Handled cross-channel customer inquiries and sales, achieving a 95% satisfaction rate, increasing sales conversion by 20% and reducing resolution time by 25% through effective issue management and upselling.
Education
Degrees, certifications, and relevant coursework
OUOlabisi Onabanjo University
Bachelor of Science, Business Education
Completed a Bachelor of Science in Business Education in 2014, focusing on business principles and education methodologies.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
Interested in hiring Mofeola?
You can contact Mofeola and 90k+ other talented remote workers on Himalayas.
Message MofeolaFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
