SheGlows Africa
@oliviavictor
Customer Experience leader driving measurable omnichannel improvements through CX strategy, journey mapping, and service culture.
NigeriaWhat I'm looking for
I’m a Strategic Customer Experience leader with 6+ years of progressive expertise across fintech, banking, FMCG, and technology. I own end-to-end CX strategy and customer journey design, translating customer intelligence into business outcomes while aligning cross-functional teams to measurable service improvements.
In my most recent roles, I delivered a 95% query resolution rate, a 50% productivity uplift, and a 40% increase in cross-sell conversions—while building early-stage CX infrastructure like standardised proposal templates and digital communication protocols. Previously, at Access Bank, I improved customer satisfaction scores by 80%, streamlined digital account workflows in compliance with banking regulations, and maintained CRM data integrity to strengthen support outcomes. I also led full-cycle CX functions as a Communications & Customer Experience Manager and Customer Experience Manager, boosting satisfaction by 20%, reducing complaint resolution time by 30% with digital tracking and escalation workflows, and increasing platform adoption by 25% through customised training and service culture enablement.
Experience
Work history, roles, and key accomplishments
Client Service Executive
Motomedia Reflomax Limited
Jan 2025 - Jan 2026 (1 year)
Served as the primary client-facing liaison, resolving high-value queries via email and phone with 100% resolution within a 15-minute SLA target. Coordinated cross-departmental efforts and implemented standardized proposal templates to improve campaign turnaround and client-facing collateral quality.
Customer Experience Executive
Integrated Dairies Limited
Oct 2022 - Jan 2025 (2 years 3 months)
Owned and operated an omnichannel contact centre, managing uptime, SLA compliance, incident documentation, and escalations across customer touchpoints. Increased team productivity by 50%, achieved a 95% query resolution rate, and drove a 40% uplift in cross-sell conversions through CX strategy alignment and improved communication protocols.
Customer Care Executive
Access Bank Plc
Apr 2021 - Sep 2022 (1 year 5 months)
Improved customer satisfaction scores by 80% through empathetic, efficient resolution across banking service channels. Streamlined digital account opening and maintained CRM data integrity to support better service journeys and improved cross-selling performance.
Communications & CX Manager
Solomento Auto Center Limited
Jul 2019 - Mar 2020 (8 months)
Led end-to-end customer experience operations, managing team performance, communication strategy, and service delivery standards. Increased customer satisfaction by 20%, reduced average complaint resolution time by 30% using digital tracking and escalation workflows, and increased new customer acquisition by 10% through feedback-driven campaigns.
Customer Experience Manager
Exwhyzee Technologies Limited
Nov 2018 - Jul 2019 (8 months)
Managed CX with end-to-end ownership of client satisfaction, onboarding, and digital support, maintaining a 95% customer retention rate. Led cross-functional software onboarding and implementation, improving client operational productivity by 20%, and delivered customized product training that increased platform adoption by 25%.
Education
Degrees, certifications, and relevant coursework
Federal University of Technology, Owerri (FUTO)
Bachelor of Technology, B.Tech
Earned a B.Tech from Federal University of Technology, Owerri (FUTO) in 2019.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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