Senior Operations & Customer Experience Leader

Led end-to-end customer support and service delivery for a regulated fintech platform, managing a 17-person team across 24/7 multi-channel operations. Partnered with the CEO and executive leadership to align operational priorities with business strategy, contributing to a 38% productivity improvement.

Designed tiered escalation models, first-call-resolution playbooks, incident-management processes, and staff training programmes covering technical troubleshooting, compliance, and customer engagement. Improved first-call resolution by 15%, reduced ticket volume by 20–25% through root-cause analysis and workflow automation, cut triage time by 30%, raised product adoption by 40% within 60 days, increased CSAT from 50% to 70%, and maintained a 95% resolution rate for compliance and dispute incidents.

Managed backend operations and customer support in a 24/7 environment, with responsibility for service delivery, operational performance, and SLA compliance.

Established SLA standards and escalation protocols that achieved 85–90% SLA compliance and 15–30 minute first-response times. Implemented PRTG real-time monitoring and automated alerting to support 99.9% system uptime, designed first-call-resolution playbooks and tiered Zendesk structures, and drove a 25% productivity improvement through coaching and performance reviews.

Managed the technical and operational delivery of mobile money projects, coordinating service delivery, client engagement, and operational process improvements.

Achieved 87% compliance with KYC and AML standards, improved service delivery by 56% through client engagement and process redesign, and expanded agent network distribution reach by 40% through recruitment and structured training.

Provided IT customer support for up to 100 daily technical enquiries, using structured triage to improve issue handling and resolution efficiency.

Led implementation of the Zendesk helpdesk, producing a 50% improvement in customer satisfaction. Created onboarding guides and knowledge-base content to improve self-service adoption, and maintained compliance records that increased audit readiness by 76%.

Strategic Management, Financial Management and Business Analysis, Digital Transformation and Information Systems, Leadership and Enterprise Management, HR and Organisational Behaviour, Research Methods, and Data Analysis.

Studied IT Infrastructure Management, Database Management and SQL, Data Analysis and Business Intelligence, IT Service Management, Cybersecurity, and Risk Management.