oluwafowoke tolulope

Led enterprise-wide customer experience strategy and contact centre operations for one of Nigeria's largest pension fund administrators. Defined and executed a Customer Delight strategy, architected a structured tiering framework, and drove AI-readiness initiatives.

Oversaw day-to-day operations of the contact centre, maintaining service levels at or above the 85% target SLA while managing a multi-tiered team. Designed training programmes and led process improvement initiatives to improve first-contact resolution and reduce escalations.

Built and led the Customer Success function from the ground up for a high-growth food-tech platform, defining retention strategy, onboarding processes, and success metrics. Monitored key growth indicators and designed feedback loops to reduce churn.

Supervised a high-volume contact centre handling up to 4,000 calls per day across voice, social media, and messaging platforms. Monitored AHT statistics, implemented operational improvements, and delivered coaching and training programmes.

Managed a portfolio of 50+ corporate clients, achieving an average retention rate of 82% over two years through proactive relationship management. Onboarded all new clients and resolved issues swiftly to maintain satisfaction.

B.Sc. in Mathematics and Computer Science from the University of Agriculture, Nigeria.

Design Thinking Certification from DT Academy.

Contact Centre and Customer Experience Training from U-Connect.

Professional Conduct and Ethics Certificate from the Chartered Institute of Bankers of Nigeria.

Customer Experience Strategy: Building a Customer-Centric Culture from LinkedIn Learning.

Customer Experience Leadership from LinkedIn Learning.

De-Escalating Conversations for Customer Service from LinkedIn Learning.

Managing Customer Expectations from LinkedIn Learning.

Customer Journey Mapping from LinkedIn Learning.

Aligning CX with Company Culture from LinkedIn Learning.

Becoming a Manager Your Team Loves from LinkedIn Learning.

Collaborative Leadership from LinkedIn Learning.

Understanding Interpersonal Awareness & Productivity from H.C. Bonum.