Theophilus

OFORDILE AMAECHI THEOPHILUS
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📍 Plot 10, Fed Govt Site & Service Scheme, Industrial Layout, Enugu, Nigeria
Telegram: @OfordileTheophilus
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PROFESSIONAL SUMMARY
Leads large-scale support operations with a focus on efficiency, consistency, and growth. Brings over 6 years of experience managing global teams and aligning service goals with company strategy. Adept at leveraging AI-driven analytics, CRM systems and omnichannel communication to resolve complex issues and achieving a 98% customer satisfaction rate.
Implemented a customer feedback system that increased retention rates by 35% and reduced response times by 40%. Works best in fast-moving environments where quality and speed go hand in hand. Skilled in leading cross-functional teams to implement innovative service strategies, enhancing brand loyalty and sales growth.
PROFESSIONAL EXPERIENCE
• Customer Service Manager:
SmartWay Multi Global Resources Ltd — Enugu, Nigeria | 2023 – 2025
• Spearheaded the implementation of an AI-powered customer service platform that reduced average resolution time by 42% while maintaining a 96% customer satisfaction score across 15,000+ monthly interactions
• Orchestrated a cross-functional team of 28 specialists to develop omnichannel support strategies, resulting in a 35% increase in first-contact resolution and $1.1m in operational savings within the first year
• Pioneered a predictive analytics dashboard that identified emerging customer pain points, enabling proactive resolution of 78% of potential escalations before they impacted customer experience
• Customer Care Manager:
Coca-Cola Nigeria | 2021 – 2021
• Transformed the customer feedback loop by integrating voice-of-customer data into product development cycles, directly influencing 7 product enhancements that boosted retention by 18%
• Cultivated a team culture centered on continuous improvement, reducing agent turnover from 32% to 14% annually while elevating team NPS scores from 67 to 88 over 18 months
• Designed and launched a tiered customer success program that increased premium support package adoption by 47%, generating $875K in additional annual revenue
• Client Relations Manager:
One Source Mart — Lagos, Nigeria | 2019 – 2021
• Revitalized the onboarding process for new support specialists, cutting training time by 30% while improving knowledge assessment scores by 22 percentage points
• Analyzed customer interaction patterns to identify and eliminate three major friction points in the support journey, contributing to a 30% reduction in repeat contacts
• Collaborated with marketing to develop targeted self-service resources that deflected 12,000+ routine inquiries per quarter while maintaining quality metrics above industry benchmarks
EDUCATION
Bachelor of Business Administration
Enugu State University of Science and Technology | 2014 – 2019
• Business Administration
• Marketing
West African Senior School Certificate (WAEC)
Saint Theresa’s College, Nsukka | 2007 – 2013
SKILLS & COMPETENCIES
• • Lean Six Sigma Process Optimization
• • Customer Journey Mapping
• • Service Level Agreement Management
• • Root Cause Analysis
• • Voice of Customer Analytics
• • Customer Lifetime Value Optimization
• • Predictive Service Analytics
• • Salesforce Service Cloud
• • SAP Customer Experience
• • Zendesk Enterprise
• • Microsoft Power BI
• • Tableau
• • AI-Powered Sentiment Analysis
• • Conversational AI Strategy & Implementation
COURSES / CERTIFICATIONS
Certified Customer Service Manager
12/2022
Customer Service Institute of America (CSIA)
Certified Customer Service Manager™ CCSM
12/2021
IHRM
HDI Customer Service Representative (HDI-CSR)
12/2020
HDI
LANGUAGES
• English — Full Professional Proficiency (C1)
REFERENCES
Available upon request.