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Temitope Ajao

@temitopeajao

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CX Operations Leader at MANO AFRICA who grew orders and revenue 30% while keeping 90% of orders within SLA.

Nigeria

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At MANO AFRICA, I lead CX, logistics, and merchants’ operations. I helped drive 30% order and revenue growth within 90% SLA while reducing failed deliveries and cancellations by more than 25%.

I designed and optimized workflows for order issues, cutting average resolution time by 15–20% and improving first-contact resolution to more than 85%. By analyzing customer feedback, quality audits, and service metrics, I helped increase CSAT from about 80% to over 90% and reduce repeat complaints by 25% month over month.

At Access Bank PLC HQ, I led digital banking operations across USSD, internet banking, mobile banking, and PrimusPlus, and previously managed alternative-channel contact centre support. My experience also includes logistics operations at Deliverables NG, where I maintained more than 95% on-time delivery and over 85% CSAT.

Experience

Work history, roles, and key accomplishments

Current

CX Operations Leader

Current

Mano Africa

Jan 2026 - Present (10 months)

Lead CX, logistics, and merchants' operations, driving 30% order and revenue growth within 90% SLA while cutting failed deliveries and cancellations by 25%+ through real-time monitoring and cross-functional team coordination.

CX Operations Logistics SLA Management VOC Analysis Root Cause Analysis Dashboard Reporting Process Improvement SOPs CSAT FCR AHT

Team Lead, Digital Banking Operations

Access Bank PLC

Jan 2023 - Dec 2025 (2 years 11 months)

Led a 35-person team overseeing digital channels across USSD, Internet Banking, Mobile Banking, and PrimusPlus, boosting team productivity by 35% through process automation and workflow redesign.

Digital Banking USSD Internet Banking Mobile Banking CRM Process Automation Team Leadership KYC KYB BRD Product Testing SLA CSAT

Logistics Operations Manager

Deliverables NG

Jan 2020 - Dec 2022 (2 years 11 months)

Led a team of 16 across logistics and supply chain operations, reducing costs by 10-13% YoY through process improvements and efficiency gains.

Logistics Supply Chain Cost Reduction Vendor Management On Time Delivery CSAT Last Mile Delivery

Contact Centre Lead (Alternative Interaction Channels)

Access Bank PLC

May 2018 - Dec 2022 (4 years 7 months)

Managed a 42-person multi-channel support team (Email, Voice & Chat), driving 45% YoY revenue growth and reducing AHT by 30% while increasing FCR by 45%.

Contact Centre Management Multichannel Support AHT Reduction FCR CSAT SLA Upselling Cross Selling OKRs KPIs SOPs

Customer Support — Social Media/Email/Voice

Access Bank PLC

Dec 2015 - Apr 2018 (2 years 4 months)

Handled 1,000+ weekly multi-channel customer interactions (social media, email, voice), achieving a 95%+ resolution rate and managing end-to-end case lifecycle in Microsoft Dynamics CRM.

Customer Support Social Media Email Voice Microsoft Dynamics CRM Case Management Issue Resolution

Service Operations Manager

CleanCycle.NG

Apr 2015 - Nov 2015 (7 months)

Drove operational improvements, increasing profitability by 12% and productivity by 36% in Q2, and streamlined client escalation and pricing inquiry processes.

Operations Management Process Improvement HSE Training Growth Strategy Workflow Optimization

Admin & Procurement Manager

GIT EQUIP Limited

Apr 2014 - Mar 2015 (11 months)

Achieved a 35% reduction in procurement costs through strategic vendor negotiations, process optimization, and planning, and oversaw the complete procurement lifecycle.

Procurement vendor negotiation Supply Chain Inventory Planning Cost Reduction

Project Support Assistant

The Navigators Nigeria

Nov 2012 - Mar 2014 (1 year 4 months)

Worked hands-on in programs, activities, and special events, acting as the major point of contact for members, volunteers, and participants, and assisted with administrative duties.

Program Support Event Coordination Administrative Support Training Curriculum Planning