IFEANYICHUKWU DUNAMIS MARSHALL
Ojo,Lagos State
Summary
Results-driven professional with over 7 years of experience in Quality Assurance, technical support operations, and customer experience leadership. Currently serving as the Head of QA/QC at PTCC, with a strong background in supervising multi-product support operations and managing remote teams. Expert in leveraging CRM and support tools to optimise after-sales service and resolve complex escalations in high-growth technology and Fintech-adjacent environments. Excels at process optimisation, stakeholder coordination, and leveraging KPIs to drive measurable improvements in service quality and efficiency.
Overview
8
8
years of professional experience
4039
4039
years of post-secondary education
Work history
Head of Quality Assurance and Quality Control (QA & QC Lead)
PTCC
11.2024 - 01.2026
- Departmental Leadership: Lead and manage the Quality Assurance and Quality Control department, establishing high-level service standards and performance targets across the organisation.
- Operational Oversight: Oversee daily QA operations to ensure all customer interactions and technical handovers align with established Standard Operating Procedures (SOPs).
- Process Engineering: Develop and refine quality control frameworks to minimise service errors and improve the end-to-end customer journey for multiple product lines.
- Performance Metrics: Set and monitor quality-based KPIs, providing data-driven reports to senior management to guide operational improvements.
- Remote Team Management: Direct a specialised team of quality analysts, facilitating continuous training and performance reviews in a remote/hybrid work environment.
Customer Support Operations Coordinator (Acting Team Lead)
Tyllium Nigeria Limited
Lagos
03.2024 - 09.2024
- Service Team Supervision: Oversaw daily operational support and provided strategic direction to customer support team, ensuring alignment with service targets and organisational goals.
- After-Sales Coordination: Managed complex service escalations for key business accounts, coordinating swiftly with field teams and vendors to ensure timely and effective resolution.
- Process Improvement: Initiated process enhancements that improved shift coordination and communication, resulting in 25% increase in overall team output.
- Vendor Management: Led coordination with supply vendors to ensure that deliverables met agreed-upon Service Level Agreements (SLAs).
Customer Support Specialist / NOC Executive (Technical Service)
Tyllium Nigeria Limited
Lagos
06.2023 - 02.2024
- Technical Service Point: Managed daily fault monitoring and real-time alert management on critical network sites, ensuring prompt intervention and service restoration.
- Uptime Optimisation: Analysed network traffic patterns to identify and resolve potential issues proactively, contributing to 15% decrease in network downtime.
- Incident Management: Led initiatives to improve incident response and tracking, resulting in 20% reduction in unresolved tickets through more efficient fault resolution tracking.
Network Support Lead (Team Coordination)
M-P Infrastructure (MPI)
Lagos
01.2020 - 06.2023
- Service Team Leadership: Led support team in monitoring service status across multiple sites using CRM and monitoring tools, directing escalation of urgent service issues.
- Process Improvement: Initiated team-wide process changes that reduced average response time and improved overall team coordination and efficiency.
- Revenue Contribution: Spearheaded adoption of new communication mediums to address service gaps, contributing to 20% increase in company revenue.
Operations & Administrative Intern (Documentation & Detail)
Profile Facts Protocols (PROFACTS)
Lagos
09.2017 - 05.2018
- Documentation Adherence: Handled support documentation and internal audit records, showcasing attention to detail and compliance adherence.
- KPI Tracking: Assisted in job performance tracking using Key Performance Indicators (KPIs) and supported client report formatting.
Education
B. Sc. - BUSINESS MANAGEMENT
Evangel University
AkaezeTransition into Product Management
Product Dive
LagosSkills
- Quality Assurance & Control (QA/QC)
- Customer Support Leadership
- Remote Team Management
- Fintech Operations
- Operational Process Optimisation
- Performance Tracking (KPIs)
- CRM & Support Tool Management
- Multi-Product Support
- Technical Troubleshooting
- Conflict Resolution
Languages
English
Native
LEADERSHIP & SERVICE
- PRESIDENT | Business Management Department, Evangel University | 2013 – 2016
- PRESIDENT | Dance and Drama CD Group, Kosofe LGA | 2017 – 2018
- WINNER - LION’S DEN BUSINESS PLAN COMPETITION | NYSC Lagos State Orientation Camp | 2017
Timeline
Head of Quality Assurance and Quality Control (QA & QC Lead)
PTCC
11.2024 - 01.2026
Customer Support Operations Coordinator (Acting Team Lead)
Tyllium Nigeria Limited
03.2024 - 09.2024
Customer Support Specialist / NOC Executive (Technical Service)
Tyllium Nigeria Limited
06.2023 - 02.2024
Network Support Lead (Team Coordination)
M-P Infrastructure (MPI)
01.2020 - 06.2023
Operations & Administrative Intern (Documentation & Detail)
Profile Facts Protocols (PROFACTS)
09.2017 - 05.2018
B. Sc. - BUSINESS MANAGEMENT
Evangel University
Transition into Product Management
Product Dive