Tolulope Adedeji
@tolulopeadedeji
Customer Experience and Quality Assurance leader driving CX strategy and measurable service improvements.
NigeriaWhat I'm looking for
I am a Customer Experience (CX) and Quality Assurance (QA) consultant with nearly two decades of cross-industry experience building and scaling customer-centric operations.
I joined a national digital bank as a founding CX leader, establishing CX systems, SOPs, QA frameworks, and performance dashboards that aligned customer metrics with executive decision-making.
My work has delivered measurable impact: improved SLA adherence from 67.6% to 98.9%, increased customer satisfaction by 40%, reduced complaint recurrence by 94%, improved FCR by 94%, and cut POS repair complaints by 85%.
I am Lean Six Sigma Black Belt certified and an ISO 9001:2015 QMS Lead Auditor, skilled at embedding VoC-driven improvements, coaching high-performing teams, and partnering cross-functionally to translate insights into product and service enhancements.
Experience
Work history, roles, and key accomplishments
Built and led the CX quality and insights function from inception for a national digital bank, implementing QA frameworks, VoC feedback loops and SLA governance that improved SLA adherence to 98.9%, raised customer satisfaction by 40%, reduced complaint recurrence by 94%, improved FCR by 94%, and cut POS repair complaints by 85%.
Customer Care Leader
Globacom Nigeria
Jan 2007 - Feb 2022 (15 years 1 month)
Held progressive senior roles in customer care and QA, managing multi-channel support teams and implementing training, escalation and quality programs that improved customer satisfaction and operational efficiency.
Education
Degrees, certifications, and relevant coursework
University of South Wales
Master of Business Administration, Business Administration
2019 - 2021
Completed a Master of Business Administration focusing on leadership and strategic management between 2019 and 2021.
Obafemi Awolowo University
Bachelor of Arts, Philosophy & Sociology
1999 - 2004
Earned a Bachelor of Arts with Double Honours in Philosophy and Sociology, completing undergraduate studies from 1999 to 2004.
IASSC / Standards and Best Practice (certifications)
Lean Six Sigma Black Belt; ISO 9001:2015 QMS Lead Auditor, Professional Certifications
Holds professional certifications including Lean Six Sigma Black Belt (IASSC) and ISO 9001:2015 QMS Lead Auditor.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Social media
Job categories
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