Taiwo T.
Senior Operations Manager
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About
Taiwo O. is a strategic Operations Manager with over five years of experience in designing and optimizing operational frameworks within high-volume, multi-client environments, particularly in Nigeria's leading telecoms industry. His expertise encompasses workforce management, SLA governance, and process re-engineering, achieving notable milestones such as maintaining a 99.9% service uptime and a 95%+ client satisfaction rate. During his tenure at TalentX, EngageX, I-Engineering, and Specific Tools & Techniques Ltd, Taiwo has excelled in leading cross-functional teams and driving operational improvements. He is proficient in Power BI operational dashboards, SQL reporting, and advanced Excel analytics. Taiwo's strategic initiative led to a 30% reduction in customer response time and a 35% decrease in repeat incidents through robust root-cause analysis. His leadership in CRM systems and compliance with ITIL management processes has improved ticket tracking efficiency by 40% and elevated team KPIs by 25% within a quarter.
Experience
Call Agent — Outbound Campaign
TalentX / EngageX · 2026 — PresentConduct outbound calls for international campaigns to educate customers, assess eligibility, and offer guidance throughout the process. Ensure adherence to call scripts and data protection regulations while personalizing communication to suit each customer's needs. Log all call interactions accurately in the CRM system to facilitate effective pipeline tracking and reporting. Strive to meet daily and weekly KPIs while maintaining a balance between call volume and quality assurance.Operations Team Lead / Customer Service & Dispatch Coordinator
I-Engineering · 2025 — PresentOversee daily operations for MTN, Airtel, Spectranet, and Swift by managing service level agreements (SLAs), coordinating field dispatch, and resolving incidents in real-time across multiple infrastructure project sites. Develop and manage Power BI dashboards to track response times, SLA compliance, and client satisfaction levels, ensuring operational visibility at the executive level. Drive initiatives to enhance processes, leading to improved customer response times and increased first-contact resolution rates. Supervise a diverse team of engineers, coordinators, and support agents to promote a high-performance culture based on accountability.Customer Service & Operations Specialist
Specific Tools & Techniques Ltd · 2023 — 2025Handle a significant volume of monthly support tickets through Salesforce CRM, targeting rapid resolution times and high customer satisfaction ratings. Manage field dispatch coordination, optimizing routes and resource allocation to ensure timely delivery as per SLA requirements. Conduct root-cause analyses on recurring issues, resulting in a significant reduction in repeat service incidents. Create and maintain a detailed knowledge base, contributing to shorter resolution times and track operational KPIs using Excel and Power BI.Customer Support Specialist
Hatfield Consultants Ltd · 2022 — 2023Provide initial monitoring and troubleshooting support for network and infrastructure services, achieving high customer satisfaction ratings. Manage communications with clients through various channels, including Microsoft Outlook, phone, and ticketing systems, prioritizing professionalism and efficiency. Maintain comprehensive incident logs and detailed performance reports to ensure regulatory compliance and enhance quality assurance. Schedule field engineers effectively while managing client expectations for service delivery.Operations Manager
Global Transit Company (GTC) · 2017 — 2020Manage operational activities on a daily basis, including staff scheduling, customer service operations, and coordination of workflows. Address complex customer complaints and develop retention strategies to boost repeat business. Oversee supply chain processes and inventory controls to optimize operational efficiency while minimizing costs. Enhance dispatch and routing methods to achieve a reduction in operational costs through data-driven scheduling.
Skills & Expertise
Education
- Higher National Diploma in Computer ScienceYaba College of Technology · — — 2022
- National Diploma in Computer ScienceYaba College of Technology · — — 2017