OLABODE OLORUNDARE
Lagos,Nigeria
Summary
Seasoned professional with a focus on enhancing customer experiences and driving satisfaction. Known for creating innovative strategies and leading cross-functional teams to improve customer engagement and retention. Expertise in analyzing customer feedback, implementing service improvements, and fostering a customer-centric culture.
Overview
1
1
Certification
5
5
years of post-secondary education
13
13
years of professional experience
Work history
HEAD OF CUSTOMER EXPERIENCE
Sochitel
2026.06 - Current
- Develop and execute the Customer Experience (CX) strategy, driving customer satisfaction, retention, loyalty, and business growth across enterprise clients, including banks, fintechs, and strategic partners.
- Own the end-to-end client lifecycle, ensuring seamless onboarding, API integration, service delivery, issue resolution, and post-implementation support.
- Lead Voice of Customer (VoC) initiatives by leveraging CSAT, NPS, CES, customer feedback, and operational data to identify trends, improve customer journeys, and influence business decisions.
- Establish, monitor, and optimise Service Level Agreements (SLAs), customer support KPIs, and escalation frameworks to ensure consistent service excellence.
- Manage critical client escalations, providing executive oversight and driving timely resolution through cross-functional collaboration.
- Conduct customer journey mapping, mystery testing, and service quality reviews to identify pain points and implement continuous improvement initiatives.
- Lead, mentor, and develop high-performing Customer Experience teams by setting clear objectives, coaching staff, and fostering a customer-centric culture.
- Partner with Product, Technology, Operations, Sales, and Commercial teams to improve API integrations, platform usability, transaction reliability, and overall customer experience.
- Design and implement customer experience policies, quality assurance programmes, knowledge management processes, and training frameworks to improve service delivery.
- Develop executive dashboards and performance reports, providing leadership with actionable insights on customer health, SLA compliance, customer satisfaction, retention, operational risks, and improvement opportunities.
- Champion continuous improvement by embedding customer experience principles into new products, operational processes, technology initiatives, and organisational change programmes.
HEAD OF CUSTOMER SUPPORT
Sochitel
2023.09 - 2026.05
- Developed and executed the global customer support strategy in alignment with company objectives.
- Led, managed a 24/7 global support team, inspired, and fostered a culture of excellence, collaboration, and continuous improvement.
- Defined and tracked key performance indicators (KPIs) to measure the effectiveness and efficiency of customer support operations.
- Ensured alignment of customer support initiatives with broader business goals, including customer retention, satisfaction, and growth.
- Implemented a new CRM system, increasing customer resolution rates by 25%
- Developed and executed training programs for cross-cultural communication, improving customer satisfaction scores by 15%
- Daily deep dive in the quality report to proactively resolve issues before customers complain
- Improved response time from 40mins to < 20mins
- Achieved and maintained 90%+ SLA compliance, with a 5.5/7 average Customer Effort Score (CES)
- Be the voice and the ear of the clients, sharing all customer insights where applicable.
- Support in the execution of projects that impact overall customer experience.
HEAD OF CUSTOMER SERVICE AND INCIDENT MANAGEMENT TEAM
CRITICAL RESCUE INTERNATIONAL LIMITED
Lagos
2023.03 - 2023.08
- Collaborated with IT to develop a patient portal, increasing patient engagement by 40%.
- Liaise between rescue teams, emergency services, and affected individuals.
- Coordinate logistics for rescue missions.
- Provide clear, calm instructions to individuals in distress.
- Ensure all communication and procedures adhere to safety regulations.
- Maintain confidentiality of sensitive information.
- Critical Rescue International Institute is to coordinate resources towards efficient and effective disaster prevention, preparedness, mitigation, and response in Nigeria.
CUSTOMER SUPPORT MANAGER
54GENE
Lagos
2021.02 - 2022.12
- Led a team of 10 customer service agents (from COVID Ops to Diagnostics-related issues)
- Managed corporate clients' customers for continued relationship with the company, which has grown the company's revenue by 30%
- Responsible for tracking OOS (out-of-state) samples to ensure result delivery within the stipulated TAT.
- CS training on improving the team and quality of work.
- Curated FAQs for the 7riverlabs diagnostics tests.
- Bolstered end-to-end customer satisfaction by tracking the Turnaround time of every sample collected (Walk-in customers and provider clients).
- Analyzed NPS data (feedback from customers) to identify areas for improvement.
- 54gene is a genomics startup that works with pharmaceutical and research partners to study genetic diseases and identify treatments.
CUSTOMER EXPERIENCE LEAD
JUMIA NIGERIA
Lagos
2015.09 - 2021.02
- Led a team responsible for overseeing the operations of a strong service organization delivering exceptional customer service to millions of Jumia customers.
- Led and influenced cross-company collaboration to provide a holistic experience across disciplines, including marketing, sales, logistics, and vendor operations.
- Provide business insights to create a truly differentiated experience - accountable for CX design, innovation, and optimization of experiences.
- Manage the country NPS program and be the owner of NPS - driving improvements and leading the organization to achieve global industry-leading standards.
- Develop and implement operational initiatives to deliver excellence in order availability, product quality, forward and reverse operations, and overall customer satisfaction and achieving SLA of 99% on forward and reverse logistics and quality return rate of
- Lead global industry benchmarking efforts aimed at improving overall customer journey and delighting customers with exceptional end-to-end retail experience.
- Develop and implement standard operating principles and operational guidelines for proactive issue resolution.
- Manages customer cancellations of orders by providing the best methodology, thereby increasing the Valid to Net Net Net ratio.
- Improve customer service experience, create engaged customers, and facilitate organic growth
- Take ownership of customers' issues and follow problems through to resolution
- Develop service procedures, policies, and standards
- Keep accurate records and document customer service actions and discussions
- Analyse statistics and compile accurate reports
- Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry's developments and apply best practices to areas of improvement
- Control resources and utilise assets to achieve qualitative and quantitative targets
- Adhere to and manage the approved budget
CUSTOMER SERVICE TEAM LEAD
JUMIA NIGERIA
Lagos
2015.08 - 2016.09
- Responsible for end-to-end management of teams of about 100 customer service personnel with the inbound, outbound, emails, social media, issues resolution, and tele-sales sub-teams.
- Developed and implemented new customer service policies and procedures, resulting in 15% reduction in customer complaints
- Directly responsible for ensuring consistent achievement of all Key Performance Indicators by the team.
- Strategically focused on the operations and processes of the business on the needs of individual customers.
- Collaborated with cross-functional teams to deliver on-time and on-budget projects and initiatives.
- Promoted consistency in executing tasks and laid down processes to govern customer experience.
- Responsible for supervising agents and other related departments, trained and mentored colleagues on how to deliver the best customer service possible resulting in a 25% decrease in errors
- Performed quality evaluation & calibration on team members to ensure all aspects of an excellent service are achieved using historic data results to determine additional training requirements
- Created & designed scripts and macros with responses to customer request and queries
- Drive performance of team members in achieving quality, speed & accuracy
- Evaluate/monitor calls of associates to ensure the best quality is given to customers.
- Ensure customers' anticipated refunds are processed, and compensations are issued to customers within specified SLAs
- Partaking in calibration sessions, strategy/war room sessions on ways to improve customer satisfaction/NPS, and check for root cause to avoid recurrence.
TRAINING, DEVELOPMENT AND TOTAL QUALITY MANAGEMENT
JUMIA GROUP
Lagos
2014.03 - 2015.08
- Mentoring and feedback sessions for Customer Service agents based on evaluations and investigations of flagged issues
- Developing and executing succession planning processes for the Customer Service department
- Calibration and validation of written tests by Customer service agents and prospective candidates
- Verifying results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, closing, listening, etiquette, objection handling, efficiency, and courteous close of all customer interactions
- Selection and recruitment of candidates
- Job role assessment for Customer Service agents
- Maintaining quality by observing emotional, psychological, and general changes in Customer Service agents
- Giving regular feedback and development pointers to Customer Service agents
- Engaging in recruitment exercises for prospective Customer Service agents
- Designing support materials, including audio-visual aids, computer presentations, manuals, workbooks, and scripts
- Recommending updates to operations through improved policies and procedures
- Feedback to customer service agents on evaluations based on different channels
CUSTOMER SERVICE/TELE-SALES AGENT
JUMIA NIGERIA
Lagos
2013.05 - 2014.03
- Served customers by providing product and service information; resolving product and service problems
- Attracted potential customers by answering product and service questions; suggesting information about other products and services (Up-selling and Cross-selling)
- Opened customer accounts by recording account information.
- Maintained customer records, updating account information.
- Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Maintained financial accounts by processing customer adjustments.
- Recommended potential products or services to management by collecting customer information and analysing customer needs.
- Prepared product or service reports by collecting and analysing customer information.
- Contributed to team effort by accomplishing related results as needed.
- Consistently giving priority to weekly promotions, actively pushing and selling deals to customers
Education
Bachelor of Science - Chemistry
University of Lagos
Lagos, Nigeria 2005.04 - 2009.10
Skills
- Zendesk
- Zoho
- HubSpot
- Excel
- Cold calling
- SurveyMonkey
- Chatbot platforms
- Salesforce
- Fresh Desk
- Jirra Service Desk
- Grafana
- Power-BI
- Live chats
- Google Sheets
- GetFeedback
- AI-powered customer service tools
Certification
- Service Hub Software Certified, HubSpot Academy, 2024, Service Level Agreement (SLA) Tracking, John Maxwell's Leadership Masterclass, Personalized Customer Communication, Create efficient ticketing systems, Team Performance Tracking, Customer Data Management
- Certified Customer Service Professional (CCSP), Asean Online Education AOE, 2021, Creates interactive dashboards with panels representing metrics over time., Supports various types of charts, graphs, and alerts like; GRAFANA., User Authentication: Integrates with various authentication providers (LDAP, Google Auth, etc.), Performance Monitoring: Track key metrics like response times, ticket volumes, and resolution rates., Customer Satisfaction Visualization: Create dashboards for NPS scores or other satisfaction metrics over time.
- Customer Experience Management Master Class, UDEMY, 2022, CX Strategy Development: Learn how to create and implement effective customer experience strategies that align with business goals., Customer-Centric Culture: Techniques for fostering a culture within an organization that prioritizes customer needs and satisfaction., Measuring CX Success: Tools and metrics for assessing the effectiveness of CX initiatives, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES)., Technology in CX: Exploring the role of technology, such as CRM systems and data analytics, in enhancing customer experience.
- Customer Service: Call Control Strategies, LinkedIn, 2021, Active Listening: Understanding the customer's needs and concerns without interrupting., Efficient Call Handling: Using strategies to keep calls focused and on track, ensuring that issues are resolved promptly while maintaining customer satisfaction., De-escalation Techniques: Managing difficult or frustrated customers by calming situations and steering conversations towards positive outcomes., Communication Skills: Enhancing clarity, tone, and empathy in communication to improve customer experience., Time Management: Balancing the need for thoroughness with the efficiency required to handle multiple calls promptly.
WEBSITE, PORTFOLIO AND PROFILES
www.linkedin.com/in/olabode-olorundare-87431974
Timeline
HEAD OF CUSTOMER EXPERIENCE
Sochitel
2026.06 - Current
HEAD OF CUSTOMER SUPPORT
Sochitel
2023.09 - 2026.05
HEAD OF CUSTOMER SERVICE AND INCIDENT MANAGEMENT TEAM
CRITICAL RESCUE INTERNATIONAL LIMITED
2023.03 - 2023.08
CUSTOMER SUPPORT MANAGER
54GENE
2021.02 - 2022.12
CUSTOMER EXPERIENCE LEAD
JUMIA NIGERIA
2015.09 - 2021.02
CUSTOMER SERVICE TEAM LEAD
JUMIA NIGERIA
2015.08 - 2016.09
TRAINING, DEVELOPMENT AND TOTAL QUALITY MANAGEMENT
JUMIA GROUP
2014.03 - 2015.08
CUSTOMER SERVICE/TELE-SALES AGENT
JUMIA NIGERIA
2013.05 - 2014.03
Bachelor of Science - Chemistry
University of Lagos
2005.04 - 2009.10