UCHENNA OGADI
Lagos
Summary
Results-driven Customer Success and Operations Professional with a strong background in service delivery, process optimization, and cross-functional team leadership. Adept at driving customer satisfaction, operational efficiency, and business growth through structured processes and data-informed decision-making. Experienced in managing complex projects, coordinating support functions, and delivering exceptional client experiences in dynamic, technology-driven environments. Passionate about building systems that improve performance, empower teams, and strengthen customer relationships.
Overview
11
11
years of professional experience
1
1
Certification
Work History
HEAD OF IT & PROJECTS
Electronic PayPlus Limited
02.2025 - Current
- Spearhead enterprise-wide IT infrastructure and digital transformation projects focused on payment solutions, customer experience enhancement, compliance, and operational efficiency.
- Lead cross-functional technology teams to deliver innovative digital payment solutions aligned with strategic business objectives and customer service excellence.
- Drive automation initiatives that streamlined service delivery processes, improving turnaround time by 30% and enhancing transaction processing efficiency.
- Partner with internal stakeholders and external vendors to ensure seamless project execution, timely delivery, and alignment with regulatory requirements.
- Provide strategic leadership through coaching, mentoring, performance management, and capacity building to develop high-performing technology teams.
HEAD OF SERVICE DELIVERY
Inq. Digital Limited
06.2024 - 12.2024
- Directed end-to-end IT service operations for multiple client accounts, ensuring consistent SLA compliance and superior customer experience delivery.
- Implemented performance reporting frameworks and analytics dashboards that delivered actionable insights, enabling data-driven decision-making across service operations.
- Streamlined operational processes and workflows, resulting in 25% improvement in client satisfaction scores and enhanced delivery KPIs.
- Managed client relationships and service escalations, maintaining 99% client retention rate through proactive communication and issue resolution.
- Conducted comprehensive service reviews and capacity planning to optimize resource allocation and service quality.
OPERATIONS MANAGER
Tek Experts
07.2023 - 05.2024
- Managed operations team of 300+ technical professionals delivering enterprise-level support for Microsoft software and cloud services to global clients.
- Implemented workflow optimization initiatives that increased Customer Satisfaction (CSAT) scores by 40%, elevating service quality standards.
- Redesigned employee onboarding and training programs, reducing time-to-competency by 20% and accelerating new hire productivity.
- Provided strategic leadership through coaching, mentoring, and performance management, developing talent pipeline and succession planning.
- Drove operational excellence through process standardization, quality assurance protocols, and continuous improvement methodologies.
- Collaborated with global stakeholders to align service delivery strategies with organizational objectives and client expectations.
TEAM MANAGER
Tek Experts
01.2020 - 06.2023
- Led high-performing technical support team delivering Level 2/3 support for Microsoft Office 365 and enterprise cloud solutions.
- Reduced average incident resolution time by 20% through process optimization and implementation of best practices.
- Managed recruitment, onboarding, training, performance evaluation, and career development initiatives.
- Delivered strategic performance reports and analytics to senior management, driving continuous improvement and operational visibility.
- Facilitated client engagement sessions and quarterly business reviews to strengthen client relationships.
- Maintained team CSAT scores above 90% through effective coaching, feedback, and knowledge management.
TECHNICAL LEAD – EXCHANGE ONLINE & IDENTITY
Tek Experts
10.2019 - 12.2019
- Promoted to technical leadership role based on exceptional performance; led specialist team supporting Microsoft Exchange Online and Identity Management solutions.
- Improved team first-call resolution rate by 15% through targeted coaching and knowledge base optimization.
- Managed critical incident escalations and ensured minimal business impact for enterprise clients.
- Delivered outstanding customer service through deep product expertise and consultative problem-solving.
- Ensured strict compliance with company policies and service excellence standards.
TECHNICAL SUPPORT ENGINEER
Tek Experts
04.2019 - 10.2019
- Delivered Level 2/3 technical support for Microsoft Office 365 suite and cloud products, maintaining 95% CSAT through proactive support.
- Managed high-volume customer queries, ensuring timely and accurate resolutions.
- Provided expert troubleshooting for Exchange Online, SharePoint, OneDrive, and Azure AD.
- Created technical documentation and knowledge base articles to boost efficiency.
- Collaborated with engineering teams on product escalations and improvements.
END USER SUPPORT
Teknology
03.2018 - 04.2019
- Delivered desktop and network support for enterprise clients, resolving 80% of issues within SLA timeframes.
- Conducted network audits and vulnerability assessments to enhance infrastructure stability.
- Maintained uptime and security compliance through timely issue resolution.
- Created and maintained technical documentation for standard issues.
ADMINISTRATIVE OFFICER / ICT OFFICER
Morgezs Royals Ltd
02.2017 - 12.2017
- Managed asset tracking, inventory control, and workflow coordination to improve efficiency.
- Implemented performance tracking systems that enhanced departmental productivity.
- Provided IT support during the company’s establishment phase.
- Supported operations remotely while completing MSc studies.
NETWORK ENGINEER
Vebrum Networks Ltd
04.2016 - 11.2016
- Designed and maintained network infrastructure to ensure optimal reliability.
- Resolved 80% of network issues within SLA, boosting system uptime.
- Conducted preventive maintenance and implemented security patches.
- Developed technical documentation for internal knowledge sharing.
NETWORK OPERATION CENTER ENGINEER
SnowView Nig. Ltd (SBC to IHS Africa)
11.2015 - 01.2016
- Monitored network infrastructure operations to ensure 24/7 service availability.
- Ensured compliance with NOC processes and protocols.
- Implemented proactive monitoring to prevent disruptions and improve performance.
ICT COORDINATOR / COMPUTER ENGINEER
Counselling Scientific Research Centre
05.2014 - 07.2015
- Coordinated IT operations including data gathering, collation, and record management.
- Managed IT upgrades, training sessions, and digital content development.
- Performed analysis on client feedback to inform service improvements.
Education
Master of Science (MSc) - Electrical & Electronics Engineering
University of Ibadan
Nigeria01.2018
National Youth Service Corps (NYSC) - undefined
Delta State University
Abraka01.2014
Bachelor of Engineering (BEng) - Computer Engineering
University of Benin
Nigeria01.2012
Skills
- Leadership & Strategy: Operations Management Service Delivery Excellence Customer Success & Experience Strategic Planning Change Management Stakeholder Engagement
- Team Development: Workforce Management Capacity Planning & Forecasting Performance Management Coaching & Mentoring Talent Development Cross-Functional Team Leadership
- Technical Operations: IT Service Management ITIL V4 SLA Management Technical Support Operations Infrastructure Management Payment Systems Cloud Services (Office 365, Exchange Online)
- Analytics & Tools: Power BI RAVE Performance Reporting CRM Systems (Microsoft Dynamics, Zendesk) Microsoft Office Suite
- Process Optimization: Workflow Automation Continuous Improvement Quality Assurance Compliance Management Operational KPI Tracking
Affiliations
- Member, Information Technology Infrastructure Library (ITIL) Community
- Active participant in technology leadership forums and professional development networks
Certification
- ITIL V4 Foundation Certified | 2022
- Customer Success Fundamentals | Professional Certification
- Coaching & Mentorship Certification | 2021
- Trailblazers Leadership Program | Completed
- Best Team Manager Award – EMEA Region | Tek Experts | 2021
Timeline
HEAD OF IT & PROJECTS
Electronic PayPlus Limited
02.2025 - Current
HEAD OF SERVICE DELIVERY
Inq. Digital Limited
06.2024 - 12.2024
OPERATIONS MANAGER
Tek Experts
07.2023 - 05.2024
TEAM MANAGER
Tek Experts
01.2020 - 06.2023
TECHNICAL LEAD – EXCHANGE ONLINE & IDENTITY
Tek Experts
10.2019 - 12.2019
TECHNICAL SUPPORT ENGINEER
Tek Experts
04.2019 - 10.2019
END USER SUPPORT
Teknology
03.2018 - 04.2019
ADMINISTRATIVE OFFICER / ICT OFFICER
Morgezs Royals Ltd
02.2017 - 12.2017
NETWORK ENGINEER
Vebrum Networks Ltd
04.2016 - 11.2016
NETWORK OPERATION CENTER ENGINEER
SnowView Nig. Ltd (SBC to IHS Africa)
11.2015 - 01.2016
ICT COORDINATOR / COMPUTER ENGINEER
Counselling Scientific Research Centre
05.2014 - 07.2015
National Youth Service Corps (NYSC) - undefined
Delta State University
Bachelor of Engineering (BEng) - Computer Engineering
University of Benin
Master of Science (MSc) - Electrical & Electronics Engineering
University of Ibadan