Oluwakemi Bakare
@oluwakemibakare
I lead CX quality teams that improve service delivery, agent engagement, and customer satisfaction.
NigeriaWhat I'm looking for
At FiberOne Broadband, I lead CX quality assurance analysts, coach performance, and build quality standards that sustained 95% operational excellence and 85% agent engagement.
I’ve supported customer experience operations across FiberOne and ISON Xperiences’ MTN Prestige process, managing high-volume inquiries, resolving product and network issues, and delivering accurate, timely customer support. My work has contributed to an NPS of 8.5, 98% information-delivery accuracy, and 24-hour network-issue resolution SLAs.
I use CRM, contact-center tools, reporting, and data analysis to identify improvement opportunities, strengthen compliance, and keep customer service teams focused on better outcomes.
Experience
Work history, roles, and key accomplishments
CX Quality Assurance Analyst (Supervisor)
FiberOne Broadband
Jan 2023 - Present (3 years 7 months)
Lead and manage a team of quality assurance analysts, delivering coaching and performance feedback that achieved 85% agent engagement. Develop and implement quality standards and processes, sustaining 95% operational excellence in customer service delivery.
Healthcare Volunteer / Patient Support Assistant
Lagos, Nigeria
Jan 2020 - Present (6 years 7 months)
Assist patients with appointment coordination and general inquiries, providing compassionate support throughout their care experience. Support healthcare personnel with administrative tasks and documentation management, maintaining confidentiality and professionalism.
Customer Experience Personnel
FiberOne Broadband
Jan 2021 - Dec 2023 (2 years 11 months)
Resolved product and service issues efficiently, maintaining a 95% quality matrix. Managed 3,000+ monthly customer calls, ensuring 98% information delivery accuracy via ERP and XLITE.
Customer Care Representative (MTN Process – Prestige)
ISON Xperiences Ltd
Jan 2019 - Dec 2021 (2 years 11 months)
Delivered 100% customer satisfaction to high-value segment clients through consistent, top-tier service. Managed 3,400+ monthly inquiries, providing effective solutions within a 24–48 hour resolution SLA.
Sales Promoter Personnel
Nigeria Breweries Plc
Jan 2011 - Dec 2014 (3 years 11 months)
Advised customers and promoted brand offers, contributing to increased product sales. Maintained sales records and customer relationships to strengthen brand loyalty.
Education
Degrees, certifications, and relevant coursework
University of Ibadan
Bachelor of Science, Political Science
2010 - 2015
Bachelor of Science in Political Science from the University of Ibadan, Nigeria.
Herbert Macaulay Senior Girls
WAEC / SSCE, General Studies
1998 - 2005
Completed secondary education at Herbert Macaulay Senior Girls, Lagos, Nigeria.
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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