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Tope Adesomoju

@topeadesomoju

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Result-driven Customer Experience and Service Design Expert.

Nigeria

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What I'm looking for

I am seeking a role that fosters innovation in customer experience and allows for professional growth.

I am a Customer Experience Strategist and Service Design Expert with nearly a decade of experience in Experience Management and Service Design. My career has been dedicated to transforming customer experience functions into high-performing engines that drive profitability and brand advocacy. I have successfully managed over 70,000 B2B and B2C customers, developing and executing service design strategies that directly impact revenue and customer lifetime value.

Throughout my career, I have led multi-disciplinary teams to achieve significant revenue targets while maintaining high client retention rates. My achievements include designing and implementing innovative customer satisfaction units and spearheading the development of a cost-effective 3PL model for e-commerce order fulfillment. I pride myself on my ability to create a culture of open feedback and personal growth, consistently delivering quality service that exceeds client expectations.

Experience

Work history, roles, and key accomplishments

Current

Head of Customer Relations

Current

Covers NG Ltd

Feb 2021 - Present (4 years 4 months)

Responsible for end-to-end customer experience strategy, setting business objectives and KPIs. Designed budget-efficient CX initiatives that improved retention and contributed to revenue growth. Led a team to deliver quality service and created a culture of open feedback and personal growth.

Customer Experience Strategy KPIs Team Leadership Customer Retention CX Stakeholder Engagement Data Analysis Customer Success Management

Customer Success/Client Account Manager

Natnupreneur (Amo Group of Companies)

Sep 2017 - Dec 2020 (3 years 3 months)

Served as the primary point of contact for clients, managing client performance and satisfaction. Developed long-term relationships and handled onboarding processes, ensuring high levels of customer loyalty and retention.

Client Relationship Management Onboarding Performance Management

Customer Satisfaction Manager

Natnud Foods (Amo Byng Nigeria Limited)

Sep 2017 - Dec 2020 (3 years 3 months)

Led a multi-disciplinary team to achieve revenue targets and maintained high client retention rates. Owned customer journeys and all customer-facing initiatives, driving CX strategies through effective management and implementation of knowledge bases.

Journey Management Team Leadership Campaign Management Customer Experience Strategy Customer Retention

Customer Satisfaction Representative

G2M Creatives

May 2016 - Jan 2017 (8 months)

Handled customer inquiries and maintained a high level of professionalism. Focused on problem-solving to enhance customer loyalty and improve sales through effective communication and rapport building.

Problem Solving Communication Skills Customer Relationship Management

Education

Degrees, certifications, and relevant coursework

University of Ibadan

Bachelor of Arts, Philosophy

2011 - 2015

Studied Philosophy with a minor in Psychology and Sociology, focusing on critical thinking, ethics, and the human experience. Developed analytical skills and a deep understanding of human behavior and societal structures.