ADETUTU A. THOMAS
Service Management
Alagbole
Work Preference
Summary
A highly motivated and results-driven Operations & Customer Service Manager with over 10 years of experience in customer and relationship management with Proven ability to manage and optimize business operations, foster client relationships, and deliver exceptional customer satisfaction. Skilled in process improvement, team leadership, and stakeholder management, with a strong focus on achieving business targets. Adept at problem-solving, escalations, and overseeing cross-functional teams to ensure business objectives are met. Committed to excellence and maintaining high standards of service.
Overview
11
11
years of professional experience
4
4
Certifications
Work History
Senior Operations Manager
INQ Nigeria
Ikoyi, Nigeria
04.2024 - 02.2026
- Lead business relationship management and oversee escalation processes to ensure customer satisfaction and retention.
- Manage service levels and quality assurance to enhance performance and meet key performance indicators (KPIs).
- Managed over 20 high network customers and South Africa Expatriates.
- Conduct root-cause analysis of fault trends and implement Service Improvement Plans (SIPs) to resolve issues.
- Collaborated with internal teams and external stakeholders for regular performance reviews and reports.
- Streamlined service operations by enhancing team collaboration and communication.
- Conducted thorough audits on services provided, maintaining top-quality standards consistently.
- Delegated tasks effectively to maximise team potential and productivity.
- Managed customer complaints for improved business reputation.
- Reviewed operational policies periodically for improvements in efficiency and effectiveness.
- Led team meetings to set performance goals and review progress regularly.
- Spearheaded initiatives towards achieving company targets, leading to consistent growth year after year.
Service Manager – UP
Unified Payments Services Ltd
08.2019 - 04.2024
- Manage communication at all levels with external stakeholders to ensure timely issue resolution and service delivery.
- Build and maintain strong relationships with business partners and key decision-makers to enhance business performance.
- Oversee Agency Banking relationships and manage project resources to ensure optimal service delivery.
- Lead the development and implementation of information security protocols in alignment with ISO standards.
- Monitor and maintain Service Level Agreements (SLAs), reporting to the Board of Directors on performance and compliance.
Supervisor – Customer Care Center
Unified Payments Services
08.2019 - 01.2022
- Created, implemented and trained the Agents on the issues resolutions and SOPs for all customer’s queries.
- Supervised customer care teams, ensuring that all processes and procedures were followed meticulously.
- Provided regular performance reports on service quality and customer satisfaction surveys.
- Conducted training and technical support for customer service representatives, ensuring high service standards were met.
- Ensured that SLAs were adhered to and escalated unresolved issues for swift resolution.
- Managed 65 Agents with 4 team leads to ensure smooth running of operations .
Agent (Shift Lead) – Customer Care Center
Unified Payments Services Ltd
04.2015 - 07.2019
- Led a team of customer service agents in the resolution of e-transaction issues across multiple payment channels.
- Conducted in-depth analysis of transaction data and identified trends to ensure service optimization.
- Managed merchant and bank relationships, resolving settlement issues and enhancing customer satisfaction.
- Provided first-level support for payment-related inquiries and escalated complex issues as needed.
Education
B.Sc. - Office Technology & Management
Lead City University
Ibadan01.2012
National Diploma - Computer Science
Wolex Polytechnic
Iyana-Ipaja01.2008
Skills
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Strong organizational abilities
Planning abilities
Multitasking abilities
Expertise in Human Resource Management
Team Coordination
Advanced knowledge of customer service tools and platforms
Excellent written communication skills
Certification
IC3 Certification, Computer Fundamentals & Key Applications: Word, Excel, Access, PowerPoint
Custom Section
- Business Relationship Management
- Customer Satisfaction & Retention
- Team Leadership & Staff Development
- Service Level & Quality Management
- Project Management & Process Improvement
- Revenue Assurance & Performance Optimization
- Data Analytics & Reporting
- Stakeholder Engagement & Communication
Nysc - Primary Place Of Assignment
2012-11-01, 2013-10-01
Other Trainings And Certifications
IC3 Certification, Computer Fundamentals, Key Applications (Word, Excel, Access, and PowerPoint)
Accomplishments
Increases resolution rate by 50%
Increases the training expertise of Agents by 70%
Maintained relationship with clients and getting constant reference
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Operations Manager
INQ Nigeria
04.2024 - 02.2026
Service Manager – UP
Unified Payments Services Ltd
08.2019 - 04.2024
Supervisor – Customer Care Center
Unified Payments Services
08.2019 - 01.2022
Agent (Shift Lead) – Customer Care Center
Unified Payments Services Ltd
04.2015 - 07.2019
National Diploma - Computer Science
Wolex Polytechnic
B.Sc. - Office Technology & Management
Lead City University