Oyakhilome Charles
@oyakhilomecharles
I lead multi-market customer operations that improve CX, performance, and retention.
NigeriaWhat I'm looking for
At Teleperformance, I lead large-scale customer operations for clients including Bolt and Sunking, aligning service delivery with customer experience, client, and business objectives.
I currently oversee 400+ agents and 25 supervisors across South Africa, New Zealand, Lebanon, Zimbabwe, and Uganda, supporting voice and digital operations across multiple lines of business.
I've increased CSAT by over 10%, improved first-contact resolution by more than 12%, and led workflow and training changes that reduced live-chat handling time from 12 to 6 minutes. I also lowered abandon rates from 28 to 11 cases per 100 interactions while sustaining KPI scores above 95.
My background spans banking, fintech, real estate, and BPO environments, from customer support and high-net-worth client service to customer success, escalation management, retention, and operational improvement.
Experience
Work history, roles, and key accomplishments
Assistant Operations Manager
Teleperformance
Jan 2025 - Present (1 year 8 months)
Led large-scale, multi-channel customer operations for key clients including Bolt and Sunking, managing client relationships and KPI delivery. Drove CX improvements and operational efficiency through data-led initiatives and served as primary escalation authority for client-facing issues.
Ride-Hailing Operations Supervisor
Teleperformance
Jan 2023 - Jan 2025 (2 years)
Led end-to-end ride-hailing support operations, managing a team of 150+ agents and achieving sustained KPI scores above 95. Reduced average handling time from 12 to 6 minutes and lowered abandon rate from 28 to 11 cases per 100 interactions through workflow redesign and targeted training.
Customer Success Manager
Teleperformance
Jan 2022 - Jan 2023 (1 year)
Developed customer success case studies for digital advertising solutions and delivered first-line technical and account support. Executed proactive customer engagement strategies and collaborated with marketing and sales teams to identify upsell and cross-sell opportunities.
Premier & Advantage Banking (HNI)
Ecobank
Jan 2020 - Jan 2021 (1 year)
Provided dedicated relationship support to high-net-worth clients, managing inquiries and resolving service issues. Coordinated issue resolution workflows across departments and designed internal training sessions to improve service quality.
Email & Live Chat Support
Ecobank
Jan 2019 - Jan 2020 (1 year)
Managed high-volume email and live chat interactions, ensuring prompt and accurate responses. Monitored real-time channels, reduced service gaps, and generated SLA performance reports to support continuous improvement.
Customer Service Representative
First Bank of Nigeria
Jan 2017 - Jan 2019 (2 years)
Handled customer complaints, transaction issues, and service inquiries, ensuring full resolution. Supported onboarding of digital banking platforms and promoted banking products through needs-based engagement.
Education
Degrees, certifications, and relevant coursework
Lagos State University
MBA, Production and Operations Management
Pursuing an MBA in Production and Operations Management, currently in view.
Coursera
Project Management, Project Management
Completed Project Management training in January 2025.
Meritabode Nig Ltd
Stride CRM Training, CRM
Completed Stride CRM Training in January 2022.
Teleperformance
Meta Blueprint Training, Meta Blueprint
Completed Meta Blueprint Training in August 2022.
LinkedIn Learning
Creative Problem-Solving, Creative Problem-Solving
Completed Creative Problem-Solving training in April 2020.
Uconnect
Customer Experience Journey Mapping, Customer Experience
Completed Customer Experience Journey Mapping training in January 2020.
LinkedIn Learning
Quality Standards in Customer Service, Customer Service
Completed Quality Standards in Customer Service training in May 2020.
CIBN
Professional Conduct and Ethics Certification, Professional Conduct and Ethics
Completed Professional Conduct and Ethics Certification in 2019.
Lagos State University
B.Sc, Logistics and Transport Management
Completed a Bachelor of Science in Logistics and Transport Management in 2015.
HR Uconnect
Customer Service Training, Customer Service
Completed Customer Service Training in 2021.
Workforce
Cisco Quality Monitoring Training and Workforce Management, Quality Monitoring and Workforce Management
Completed Cisco quality monitoring training and workforce management in April 2019.
British International Safety Organization
HSE Level 1, 2 & 3, Health, Safety, and Environment
Completed HSE Level 1, 2 & 3 in May 2017.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Job categories
Skills
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