Open to opportunities

Olamide Oni

@olamideoni

Message

Customer Experience and operations leader building remote-ready CX systems that improve satisfaction and efficiency.

Nigeria

Message

What I'm looking for

I’m looking for a remote senior role leading CX/operations—building CRM, SLA, and escalation frameworks, coaching distributed teams, and using NPS/CSAT/CES data to improve resolution, satisfaction, and service efficiency.

I’m a Customer Experience and Operations leader with 8+ years of cross-industry experience across fintech, financial services, FMCG-adjacent retail, hospitality, and contact centre operations in Nigeria and Canada. I build CX operations that work reliably without on-site oversight, combining international standards with deep understanding of the Nigerian and African market.

Most recently, I built and led the CRM function from the ground up for The Smiths Sisters Group, designing SOPs, SLAs, escalation matrices, and service recovery frameworks for a multi-outlet operation. I reduced unresolved complaints and repeat escalations by 30 to 40% in the first operating period, while leading a fully remote-capable team across six locations using structured check-ins, dashboards, and documented processes.

I’ve also scaled operations for Helen Couture, developing cross-department SOPs across Finance, IT, Marketing, Sales, and Administration—then translating performance data into executive dashboards that supported C-suite decisions. Earlier, I managed operations remotely at Decalion Ltd., improving service consistency through remote-first communication frameworks, documentation standards, and escalation structures, while running financial and operational reviews to reduce delays and improve resource allocation.

Before moving into leadership, I delivered customer-centred service in regulated environments at Assiniboine Credit Union and managed high-volume customer issues as a Front End Supervisor at The Home Depot, protecting satisfaction through coaching and process improvement. I’m currently completing an MBA at University Canada West, and I bring a data-led, documentation-driven leadership style that makes customer outcomes measurable and repeatable—across time zones.

Experience

Work history, roles, and key accomplishments

Head of Customer Relations

The Smiths Sisters Group

Feb 2025 - Dec 2025 (10 months)

Built and led a CRM function for a multi-outlet group, implementing SOPs, SLAs, escalation matrices, and service recovery frameworks. Reduced unresolved complaints and repeat escalations by 30–40% and led remote-capable CX operations across multiple brands and delivery partners.

CRM Strategy SOP Development SLA Customer Complaint Management Remote Team Leadership Executive Reporting

Head of Operations

Helen Couture

Mar 2024 - Feb 2025 (11 months)

Oversaw operations for a premium fashion retailer, governing processes, customer experience standards, and commercial reporting. Built cross-department operational SOPs, coached teams to improve service quality, and supported CEO market expansion planning using operational and customer insight.

Operations Management Cross Functional Stakeholder Management Process Improvement Strategic Planning

Head of Operations (Remote)

Decalion Ltd

Nov 2022 - Jan 2024 (1 year 2 months)

Managed operations remotely for a strategy and governance advisory firm, ensuring team coordination, service quality, and financial oversight. Built remote-first communication and documentation frameworks to improve consistency and response timelines, and delivered efficiency recommendations by reviewing performance data.

Remote Operations Documentation Standards And Performance Data Service Quality Management Capacity Planning Workflow Optimization

Front End Supervisor

The Home Depot

Jan 2021 - Sep 2022 (1 year 8 months)

Supervised and coached a team of 25–40 frontline staff, managing scheduling, performance, and service standards during high-volume retail periods. Served as the primary escalation point for complex customer issues and partnered with store leadership on training and process improvements to close recurring service gaps.

Team Leadership Customer Escalation Management Retail Operations Performance Coaching Scheduling Service standards Training And Enablement Process Improvement

Member Service Representative

Assiniboine Credit Union

Oct 2021 - Aug 2022 (10 months)

Provided needs-based, regulated financial services and contributed to a 20% increase in successful product referrals. Resolved complex member inquiries, escalated recurring pain points to branch leadership, and supported compliance-driven process enhancements.

Customer Service Financial Services Compliance Compliance Member Support Process Improvement

Customer Service Representative

24/7 InTouch Contact Centre

Aug 2016 - Dec 2016 (4 months)

Handled customer inquiries, returns, and complaint resolution for a premium consumer brand in a high-volume contact centre environment. Developed follow-up processes that reduced unresolved complaint rates while maintaining timely, professional service.

Customer Support Returns Complaint Resolution Customer Experience Service Recovery

Education

Degrees, certifications, and relevant coursework

University Canada West

Master of Business Administration (MBA), Business Administration

2022 -

Pursuing an MBA (Master of Business Administration) at University Canada West (Vancouver). Expected completion in 2025.

Red River College

Business Administration Diploma, Business Administration

2017 - 2021

Completed a Business Administration Diploma at Red River College in Winnipeg. Provided foundational training for business operations and management.

University of Winnipeg

Post-Graduate Diploma, Human Resource Management

2014 - 2015

Completed a Post-Graduate Diploma in Human Resource Management at the University of Winnipeg. Built skills in HR practices and personnel management.

Algonquin College

Post-Graduate Diploma, International Business Management

2013 - 2014

Completed a Post-Graduate Diploma in International Business Management at Algonquin College in Ottawa. Strengthened expertise in managing business across global contexts.

Babcock University

Bachelor of Science (Honours), Information Resource Management

2007 - 2011

Earned a B.Sc. in Information Resource Management (Hons.) from Babcock University. Developed a structured foundation in information and resource management.