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Oluwafisayo Ajala

@oluwafisayoajala

I've improved customer relationships, escalations, retention, and service quality across telecoms, client services, and operations.

Nigeria

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What I'm looking for

I'm seeking a fully remote Customer Experience, Customer Success, Client Relations, or Customer Operations role where I can improve service quality, manage customer relationships and escalations, support retention, and lead or collaborate with remote teams.

I've supported customers and clients across MTN Nigeria’s Online Assistance Centre, The Safety Chic, UCS Care Call Centre, and The Davor Agency. I resolve complex enquiries, manage escalations, strengthen engagement and retention, and maintain professional service standards.

I've led teams of about 23 customer service professionals, coached frontline staff, monitored quality, and coordinated call-centre-wide competency assessments. I also bring client onboarding, operations coordination, and people-management experience in remote collaboration environments.

Experience

Work history, roles, and key accomplishments

Current

HR Manager

Current

The Davor Agency Ltd

Jul 2024 - Present (2 years 2 months)

Manage HR and people operations for approximately 17 employees, including recruitment, onboarding, payroll coordination, employee relations, and disciplinary matters. Also manage key client relationships supporting onboarding, engagement, retention, and service delivery.

Recruitment Interviewing Onboarding Payroll Coordination Employee Relations Disciplinary Staff Welfare Management Employee Records Customer Relationship Management

Program Manager

Tawaf Charity Foundation

Oct 2022 - Mar 2024 (1 year 5 months)

Led planning, implementation, monitoring, and evaluation of programs addressing displacement, health, and education challenges. Supervised and coordinated 30 staff and volunteers, and managed relationships with government agencies, schools, community leaders, beneficiaries, and partner organizations.

Program Management Monitoring and Evaluation Stakeholder Management Budgeting Resource Allocation Team Leadership Feedback Collection

Client Relations Officer

UCS Care Call Centre (USAID Funded)

May 2021 - Sep 2022 (1 year 4 months)

Managed client enquiries and delivered timely, empathetic, and professional support. Educated clients about available services, resolved concerns, and escalated complex issues to appropriate teams for timely resolution.

Client Relations Customer Support Communication Skills Problem Solving Escalation Management Confidentiality

Customer Relations Manager

The Safety Chic Ltd

Jan 2017 - Apr 2021 (4 years 3 months)

Managed relationships with existing and prospective customers to strengthen engagement and retention. Communicated with clients through calls, emails, messages, and digital channels, and supported revenue growth through upselling and cross-selling.

Customer Relationship Management Upselling Cross Selling Complaint Management Communication Skills Customer Retention

Team Lead

Communication Network Support Services Ltd

Nov 2013 - Sep 2016 (2 years 10 months)

Led teams of approximately 23 customer service professionals and served as Team Lead across three different teams. Coached team members in resolving complex customer queries, organized training, monitored performance, and coordinated knowledge and competency testing across the entire call centre.

Team Leadership Coaching Training Performance Monitoring Quality Assurance Customer Service Escalation Management

Customer Care Representative

Communication Network Support Services Ltd

Jun 2012 - Nov 2013 (1 year 5 months)

Resolved customer enquiries through telephone-based customer support. Educated customers about products and services, identified upselling and cross-selling opportunities, and escalated complex technical and service issues for timely resolution.

Customer Support Communication Skills Upselling Cross Selling Problem Solving Escalation Management