Hi, I’m
Adaeze Onwubuemeli
Senior Director, Customer Operations
Lagos
Summary
Business Operations Executive with over 13 years experience, recognized for driving a 90% improvement in response times through strategic process redesign. Expert in operations management and collaborative leadership, fostering stakeholder relations while achieving 98% adherence to service standards. Proven track record in building high-performing teams and implementing data-driven decision-making framework
Overview
13
years of professional experience
Work History
Moniepoint
Senior Director, Customer Support
03.2025 - 01.2026
Job overview
- Defined and governed service standards (SLAs, KPIs, QA, escalation, reporting), achieving 98% adherence and full regulatory (CBN) compliance.
- Led ISO/IEC 20000-aligned service management implementation and drove 90%+ improvement in messaging response times through process redesign and automation.
- Built executive dashboards and embedded data-driven decision-making to optimize performance and provide real-time visibility to leadership.
- Served as senior escalation point while partnering with executives, technology teams, and regulators on strategic initiatives.
- Scaled and developed high-performing teams through targeted recruitment, training, and agile operating practices.
Moniepoint
Head of Customer Support
02.2022 - 02.2025
Job overview
- Built and scaled end-to-end customer support infrastructure for Moniepoint and Monnify, growing operations to 700+ staff across 14 specialized teams handling 19k+ daily tickets.
- Established integrated, multi-channel service delivery (voice, digital, email, and in-person) and defined core operating frameworks (KPIs, SOPs, governance).
- Led CRM selection, implementation, and automation, while developing workforce forecasting and performance analytics to optimize staffing and efficiency.
- Managed vendor outsourcing and applied ISO/IEC 20000-aligned practices to strengthen third-party performance and service delivery.
- Oversaw full talent lifecycle and cross-functional collaboration (Product, Engineering, Risk, Fraud), improving resolution times, customer experience, and operational consistency.
Jumia Food
Team Lead, On-Demand Services
03.2020 - 02.2022
Job overview
- Built operational structure and quality frameworks for on-demand customer support.
- Led multi-channel teams (voice, chat, email) for a high-volume food delivery platform.
- Improved productivity through coaching, performance management, and optimized resource allocation.
- Leveraged customer feedback and sentiment analysis to drive service improvements.
- Supported senior leadership on incident resolution and operational decision-making.
Jumia
Training, Dev. & Quality Management Specialist
01.2019 - 08.2020
Job overview
- Designed and delivered training programs, manuals, and learning materials for customer service teams.
- Conducted skills assessments and implemented targeted development initiatives.
- Built and calibrated evaluation tools for hiring and performance management.
- Established quality assurance frameworks and drove continuous improvement through coaching.
Jumia
Assistant Team Lead
02.2018 - 01.2019
Job overview
- Supervised multi-channel support teams, consistently exceeding customer satisfaction targets.
- Implemented performance management systems (scheduling, QA, productivity tracking).
- Partnered cross-functionally to improve resolution processes and compliance.
- Drove revenue through structured sales initiatives and ensured CRM data integrity.
Jumia
Customer Service Representative
09.2014 - 02.2018
Job overview
- Resolved customer issues efficiently, improving satisfaction and retention.
- Handled high-volume inquiries across channels with professionalism and accuracy.
- Provided product and service information to support customer decision-making.
Solid FM
Presenter/Programs Associate
12.2012 - 03.2013
Job overview
- Produced and presented radio programs, including Sound Tropicana.
- Developed scripts and show formats in collaboration with the programming team.
Education
Enugu State University Enugu
Bachelor of Science from Mass Communication
02.2012
Tekedia InstitueBoston
Mini MBA
12.2022
TUV SUDSouth Asia
Lead Implementor, ISO/IEC 20000 from ITSMS Certification
10.2023
Lagos Business School Lagos
SMP from Senior Management Program
07.2026
Skills
Customer Experience (CX) Strategy
Large-Scale Team Management
SLA/KPI Design, Governance & Performance Optimization
Multi-channel Contact Center Operations (Voice, Chat, Email)
CRM Systems, Workflow Automation & Data Analytics
Workforce Capacity Optimization
ISO/IEC 20000 Service Management & Regulatory Compliance (CBN)
Stakeholder Management
High-Performance Team Building
Timeline
Senior Director, Customer Support
Moniepoint
03.2025 - 01.2026
Head of Customer Support
Moniepoint
02.2022 - 02.2025
Team Lead, On-Demand Services
Jumia Food
03.2020 - 02.2022
Training, Dev. & Quality Management Specialist
Jumia
01.2019 - 08.2020
Assistant Team Lead
Jumia
02.2018 - 01.2019
Customer Service Representative
Jumia
09.2014 - 02.2018
Presenter/Programs Associate
Solid FM
12.2012 - 03.2013
Enugu State University
Bachelor of Science from Mass Communication
Tekedia Institue
Mini MBA
TUV SUD
Lead Implementor, ISO/IEC 20000 from ITSMS Certification
Lagos Business School
SMP from Senior Management Program