Ojukwu Simpson

At Jade Apex Financing, I lead customer operations, process improvement, training support, portfolio performance, and service quality across retail and B2B lending. I improved retention and repayment performance by 15% and reduced manual workflows by 70% through standardized onboarding, documentation, CRM workflows, KPI reporting, and customer health monitoring.

Previously at Sagility, I directed training, quality, compliance, reporting, and performance improvement across six subprocesses for a regulated U.S. healthcare campaign. I reduced reporting effort by 80% using SQL, Power BI, Excel VBA, and automation, while lowering operational penalties from 5% to under 1% through quality controls, calibration, and compliance routines.

At Alorica, I built operational readiness for a newly acquired retail and ecommerce program, scaling a 70-person advocate team within 90 days and exceeding speed-to-proficiency targets by 15%. I also managed a 45-member quality team across six lines of business, reducing operational errors by 20% through audits, root-cause analysis, coaching, and process improvement.

I bring more than 10 years of experience across healthcare, finance, retail, ecommerce, sales, customer contact operations, and SaaS-enabled environments. I use training needs analysis, quality management, Lean Six Sigma practices, KPI reporting, and cross-functional leadership to strengthen performance and operational readiness.