Temitayo Medubi

Lead contact centre operations, customer experience, and performance management, ensuring KPIs align with business objectives. Improved First Call Resolution, reduced wait times by 25%, escalations by 30%, and boosted customer satisfaction by 20%.

Led contact-centre operations and team performance, focusing on KPI delivery and workforce optimisation. Reduced shrinkage from 23% to 2%, improved service-level adherence by 30%, and contributed to a 25% performance improvement.

Led a 25-30 member customer-service team, managing operations, performance, and escalations. Executed an upsell strategy generating over $1M in revenue and achieved 95%+ NPS.

Led a 15-member customer-service team for the MTN Nigeria account. Increased positive feedback by 30% and improved complaint resolution times by 50%.

Pursuing a Master of Science in Data Science, focusing on data analysis, predictive modeling, and data-driven decision making.

Pursuing a Master of Science in Data Science, with coursework in data analytics, machine learning, and business intelligence.

Earned a Bachelor of Science in Accounting, building a strong foundation in financial principles and business management.

Completed a diploma in Project, Quality, Safety, Environment, Risk and Sustainability Management.

Completed training in Quality, Safety, Environment, Risk and Sustainability Management.