Open to opportunities

Oladapo Omiyale

@oladapoomiyale

Message

Customer Support and Service Delivery Manager driving retention and operational excellence.

Nigeria

Message

What I'm looking for

I seek a customer-focused role where I can lead teams, improve service delivery and processes, drive retention, and use data to boost CX and operational KPIs.

I am a results-driven Customer Support and Service Delivery Manager with over nine years' experience across telecom, banking, and public sectors, focused on delivering exceptional customer experiences and measurable operational improvements.

I've consistently managed high-volume inquiries, maintaining a 95% satisfaction rate while optimizing multichannel support and CRM workflows to reduce escalations and improve first-call resolution.

As a team leader, I implemented performance reporting and coaching programs that improved productivity by 20%, raised employee engagement by 30%, and cut ramp-up time by 15% through strategic hiring and development.

I hold ITIL 4 Foundation certification and a B.Sc. in Management and Accounting, and I bring a data-informed, customer-first mindset to drive continuous improvement and service delivery above SLA targets.

Experience

Work history, roles, and key accomplishments

Current

Team Manager

Current

TeKnowledge Nigeria

Nov 2020 - Present (5 years)

Directed a Microsoft O365 support team, achieving 95%+ weekly/monthly KPIs and improving team productivity 20% through reporting and process improvements. Implemented coaching and development plans that boosted engagement 30% and reduced escalations 25%.

Team Leadership O365 KPIs Coaching Performance Management Process Improvement SLA Management Quality Assurance

Technical Support Specialist

TeKnowledge Nigeria

Sep 2019 - Oct 2020 (1 year 1 month)

Resolved 95% of technical inquiries for Windows and Office 365 within SLA, increasing first-call resolution 20% through advanced troubleshooting and remote support. Supervised escalations and coordinated with QA to improve customer experience 25%.

Office 365 Troubleshooting Remote Support Call Resolution Escalation Management Customer Satisfaction

Back-End Support Executive

NTel 4G

Apr 2019 - Aug 2019 (4 months)

Provided back-end support to frontline and sales agents, maintaining CRM records with 98% accuracy and reducing escalated technical issues 30% through device troubleshooting and SIM asset management. Improved service turnaround and case documentation.

CRM Management Troubleshooting Ticketing Systems Accuracy Customer Service

Frontline Customer Experience

Airtel Nigeria

Nov 2018 - Apr 2019 (5 months)

Handled high-volume inbound calls to resolve complaints and inquiries, reducing average resolution time 20% via timely escalations and process improvements, and maintained a 95% satisfaction rating from post-call feedback.

Inbound Customer Retention Process Improvement Call Resolution Customer Satisfaction Communication

Customer Experience Associate

Contact Solutions Limited

Apr 2016 - Oct 2018 (2 years 6 months)

Supported inbound, outbound and social media channels for NTel 4G, ran win-back retention campaigns and prepared outbound templates that helped reactivate dormant customers and support campaign coordination.

Multichannel Support Social Media Support Outbound Calling Reactivation Campaigns Reporting

Customer Services Executive

Diamond Bank

Apr 2015 - Jan 2016 (9 months)

Managed customer onboarding and BVN registrations, maintained customer profiles for compliance, opened new accounts and cross-sold products to support acquisition targets and regulatory requirements.

Customer Onboarding BVN Registration Compliance Cross Selling Customer Profiling Banking Operations Communication

NYSC Education Support

Universal Basic Education Board - Maryland Lagos

Jan 2013 - Jan 2014 (1 year)

Supported lesson planning, classroom supervision and pupil performance tracking across assigned schools, and participated in community outreach and teacher training workshops to improve attendance and teaching effectiveness.

Lesson planning Performance Tracking Community Outreach Educational Support Stakeholder Engagement Reporting