Open to opportunities

Stephen Moses

@stephenmoses

Message

Seasoned customer care leader driving service excellence, team development, and continuous improvement.

Nigeria

Message

What I'm looking for

I seek a leadership role where I can improve customer experience, develop teams, implement process and systems improvements, and deliver measurable service excellence.

I am a seasoned customer care professional with deep experience in customer experience management, operations, training, and quality assurance. I lead teams to improve service delivery, implement process and business systems improvements, and produce actionable reporting and strategic recommendations that drive customer satisfaction and operational excellence.

Throughout my career I have supervised customer service teams, managed budgets, designed and measured performance metrics, and delivered training and mentoring programs. I combine technical familiarity—systems administration, CRM logging, ITIL and Azure fundamentals—with strong people leadership to resolve issues, optimize processes, and build high-performing support functions.

Experience

Work history, roles, and key accomplishments

Current

Head, Customer Services

Current

Aman Medicare

Jan 2022 - Present (4 years 1 month)

Lead customer service operations, driving continuous improvement initiatives that measure and improve customer satisfaction through surveys, performance analytics, and strategic recommendations to stakeholders.

Customer Experience Management Performance Management Team Leadership Budgeting Stakeholder Management Process Improvement CRM

ICT Officer

Premier Seed Nigeria Limited

Aug 2019 - Jan 2022 (2 years 5 months)

Managed IT systems and business process automation, overseeing system development, security design, backups/restores, and end-user testing to improve operational efficiency.

Systems Administration Network Administration Business Process Automation IT Security Backup Application Support Troubleshooting

Supervisor, Training Manager

Contact Solutions Limited

Oct 2012 - Aug 2017 (4 years 10 months)

Designed and delivered training programs, enforced contact centre quality assurance, conducted performance appraisals and implemented coaching and performance improvement plans to optimize team performance.

Training Development Quality Assurance Coaching Process Improvement

Customer Care Representative

Communication Network Support Services Limited

May 2011 - Jul 2012 (1 year 2 months)

Handled customer inquiries, logged interactions in CRM, escalated complex issues, and supported telemarketing and customer retention efforts to improve loyalty and service delivery.