FRIDAWS SALISU
Lagos,Nigeria
Summary
Results-driven leader dedicated to driving excellence, empowering teams, and enhancing customer success. Skilled in strategic leadership, emotional intelligence, and performance management, with a strong focus on improving efficiency, exceeding KPIs, and fostering collaboration across global support operations. Proven ability to leverage data-driven insights, mentorship, and process optimization to inspire growth, innovation, and lasting organizational impact.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Support Team Manager
Teknowledge
Lagos, Nigeria
11.2022 - 03.2025
- Customer Satisfaction Excellence: Increased CSAT from baseline 4.61 to average 4.75+, enhancing overall client experience.
- Faster Case Resolution: Improved percentage of issues closed within 10 days from 50% to >60%, reducing backlog accumulation and increasing efficiency.
- High SLA Compliance: Maintained consistent SLA adherence rate of 96%-97%, exceeding 95% target and ensuring service reliability.
- Backlog Reduction & Process Optimization: Reduced aging backlog from 30% to below 25% through proactive case management and workflow optimization.
- Encouraged Psychological Safety and Inclusion: Fostered culture of trust by actively listening, recognizing individual contributions, and facilitating discussions to ensure team members feel respected and supported in growth.
- Personalized Coaching Plans: Developed and executed coaching strategies improving individual agent performance by 15% on average.
- Peer Mentorship Programs: Implemented mentorship initiatives equipping mentees with skills and experience needed to transition into leadership roles.
- Culture of Accountability and Growth: Cultivated environment of accountability and professional development, resulting in multiple team members earning promotions.
- Strategic Initiatives: Spearheaded workflow streamlining, reduced inefficiencies, and drove continuous improvement.
Level 3 Support Engineer
Teknowledge
Lagos, Nigeria
08.2022 - 11.2022
- Issue Resolution: Resolved 15+ escalated technical issues weekly, improving overall resolution time.
- IAM Support: Provided expert support for Identity & Access Management (IAM), reducing authentication issues by 20%.
- Global Collaboration: Partnered with global teams and clients across time zones using intercultural communication and emotional intelligence.
- Proactive Problem-Solving: Conducted in-depth research and troubleshooting, reducing recurring system issues.
- Team Mentorship: Mentored junior engineers, boosting team efficiency and reducing internal escalations by 25%.
Level 2 Support Engineer
Teknowledge
Lagos, Nigeria
08.2022 - 11.2022
- Issue Resolution: Assisted in resolving 30+ technical issues monthly, improving troubleshooting speed and accuracy.
- Team Collaboration: Worked with senior engineers and peers, fostering knowledge sharing and boosting resolution efficiency.
- Problem-Solving: Strengthened critical thinking by researching and diagnosing Identity & Access Management (IAM) issues.
- Global Communication: Refined intercultural communication and emotional intelligence through hands-on learning with global customers.
- Customer Satisfaction: Maintained CSAT score >4.61, driving satisfaction through empathy, active listening, and effective troubleshooting.
- Continuous Growth: Pursued mentorship and training, adapting quickly to a fast-paced environment with a growth mindset.
Education
Take the Lead Program - Organizational Leadership
Cornell University
02.2024 - 03.2024
Skills
- Emotional Intelligence
- Strategic Leadership
- Intercultural communication
- Critical thinking
- Service Delivery Management
- Operations management
- Customer Experience Management
- Data Analysis (Power BI, Microsoft Excel)
- Data visualization
- Problem-solving
- Performance Management
- Project Management
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Certification
- Certified Associate in Project Management (CAPM)
- Certified Microsoft Identity and Access Administrator
- Microsoft Azure Fundamentals
- Level UP Manager Succession Program
- Career Essentials in Project Management (Microsoft & LinkedIn)
Timeline
Take the Lead Program - Organizational Leadership
Cornell University
02.2024 - 03.2024
Support Team Manager
Teknowledge
11.2022 - 03.2025
Level 3 Support Engineer
Teknowledge
08.2022 - 11.2022
Level 2 Support Engineer
Teknowledge
08.2022 - 11.2022
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