FATUGA ENITAN OLUWABUKUNOLA
Customer Service Executive Assistant & Guest Experience Professional-| - | linkedin.com/in/enitanfatuga/ | Nigeria
13+ Years Excellence | Operational Leader | Technology-Driven Service
Professional
Core Strengths & Achievements
Award-winning customer service professional (Most Customer Centric
Staff 2013)
Expert in CRM platforms, automation tools, and data-driven decisionmaking
Proven track record of improving efficiency by 35% through process
optimization
Successfully led department transformations and rebranding initiatives
Strong technology integration skills with live reporting and automation
systems
Exceptional team leadership with reduced turnover and improved
engagement
SUMMARY
Dedicated and results-driven Customer Service Leader with over 13 years'
progressive experience across hospitality, healthcare, and banking sectors.
Recognized for driving operational excellence, boosting client satisfaction, and
building high-performing teams. Adept at bridging the gap between technology
and human-centered service through CRM platforms, workflow automation tools,
and data-driven decision-making. Proven ability to rebrand service departments,
implement SOPs, and deliver measurable improvements in efficiency and guest
experience. Track record of maintaining 98% customer satisfaction while leading
teams up to 23 members.
WORK
EXPERIENCE
Head of Customer Service / Guest Experience Center
Dec. 2023 - Present
Smart Residence Ltd – Multi-Property Hospitality Company | Abuja
Leading end-to-end service operations across multiple upscale properties
(Gidanka, Homeaway brands), serving as a strategic partner to leadership and
escalation point for complex guest issues
Strategic Leadership: Oversee comprehensive service operations across all
properties, ensuring consistent, high-quality guest experience aligned with
brand standards while providing strategic direction for the Guest Experience
Department
Department Transformation: Successfully rebranded and repositioned the
Guest Experience Department, developing and rolling out standardized SOPs
across all locations for service uniformity
Technology Integration: Designed and implemented a live reporting system for
real-time guest feedback tracking, enabling faster response times and datadriven service improvements
FATUGA ENITAN OLUWABUKUNOLA
Customer Service & Guest Experience Professional
-| - | linkedin.com/in/enitanfatuga/ | Nigeria
13+ Years Excellence | Operational Leader | Technology-Driven Service
Professional
WORK
EXPERIENCE
Process Automation: Introduced shift approval automation, interactive
performance dashboards, and anonymous feedback channels, improving
operational transparency and efficiency
Team Development: Led staff behavioral reset programs, one-on-one coaching
sessions, and targeted training to rebuild professionalism, boost morale, and
foster a service-first culture
Issue Resolution: Managed escalated guest concerns, coordinating swift
resolutions that improved satisfaction scores and strengthened guest loyalty
Cross-Functional
Collaboration:
Partnered
with
Finance,
Business
Development, Operations, HR, and Administration teams to ensure seamless
communication and alignment across the Smart Residence network
Key Achievements:
Increased service delivery efficiency and cut guest feedback turnaround time
significantly through process redesign and live monitoring
Improved staff engagement and reduced turnover by implementing targeted
coaching, recognition programs, and morale-building initiatives
Successfully standardized operations across multiple properties ensuring brand
consistency
Customer Service / Administrative Manager
Oct 2022 - Nov. 2023
The Limi Hospital – Healthcare Facility | Abuja
Led and coordinated front desk, ward administrators, and client services team,
ensuring smooth daily operations and exceptional patient care
Operational Leadership: Managed comprehensive customer service
operations, coordinating multiple teams in a busy hospital branch while
ensuring exceptional patient care standards
Training & Development: Designed and implemented training manuals,
reporting structures, and behavioral reset systems to instill a consistent service
culture across the branch
Process Improvement: Introduced daily issue logs and structured escalation
protocols, improving team responsiveness by 35% and reducing delays in
patient support
Cross-Departmental Partnership: Partnered with HR and Administration to
standardize staff feedback systems, evaluation metrics, and service delivery
benchmarks
Escalation Management: Oversaw resolution of escalated patient cases
ensuring prompt, empathetic handling to maintain patient trust and satisfaction
Workflow Optimization: Monitored operational workflows to identify
bottlenecks, streamline processes, and optimize resource allocation
Team Building: Fostered collaborative, high-performing environment through
ongoing coaching, performance monitoring, and staff development initiatives
FATUGA ENITAN OLUWABUKUNOLA
Customer Service & Guest Experience Professional
-| - | linkedin.com/in/enitanfatuga/ | Nigeria
13+ Years Excellence | Operational Leader | Technology-Driven Service
Professional
WORK
EXPERIENCE
Key Achievements:
Significantly improved patient satisfaction scores and staff response times
through targeted process improvements and culture shifts
Streamlined administrative operations, reducing inefficiencies and improving
interdepartmental communication
Strengthened hospital reputation by enhancing patient-facing processes and
ensuring consistent service quality
Team Leader / Assistant Customer Service Manager
Jan 2017 - Sept. 2022
The Limi Hospital – Healthcare Facility | Abuja
Directed a 23-member customer service team delivering exceptional patient
care while ensuring strict SOP compliance and hospital service standards
Large Team Leadership: Directed and supported a 23-member customer
service team, ensuring exceptional patient care and strict compliance with
SOPs and hospital service standards
Performance Monitoring: Developed and implemented guest complaint
dashboards and daily feedback tracking systems to monitor patient satisfaction
and service quality in real time
Quality Assurance: Led monthly performance reviews, service audits, and
feedback sessions, resulting in improved accountability, faster issue resolution,
and consistent service quality
Training & Onboarding: Assisted in onboarding, training, and mentoring of new
hires, ensuring alignment with the hospital's culture, service ethos, and
operational protocols
Cross-Functional Problem Solving: Collaborated with cross-functional teams
to resolve escalated patient concerns and create a seamless patient journey
from admission to discharge
Process Compliance: Introduced SOP adherence tracking to identify and
address service gaps, boosting overall operational efficiency
Strategic Support: Provided strategic support to Customer Service Manager,
including cross-training and acting as departmental lead during absences
Business Development: Partnered with Public Relations Department to execute
business development initiatives, strengthen hospital reputation, and enhance
patient engagement
Key Achievements:
Increased patient retention and satisfaction scores by proactively addressing
service gaps, introducing targeted training, and enhancing communication
channels
Reduced patient complaint resolution time by streamlining escalation protocols
and implementing real-time tracking tools
Boosted team efficiency through structured coaching, resulting in higher staff
morale and reduced turnover
FATUGA ENITAN OLUWABUKUNOLA
Customer Service & Guest Experience Professional
-| - | linkedin.com/in/enitanfatuga/ | Nigeria
13+ Years Excellence | Operational Leader | Technology-Driven Service
Professional
WORK
EXPERIENCE
Administrative Executive / Customer Service Officer
May 2016 - Jan. 2017
The Limi Hospital – Healthcare Facility | Abuja
Frontline Service: Provided frontline customer service and administrative
support across hospital departments ensuring smooth service delivery
System Management: Managed patient check-ins and records using E-Clinic,
MedicPlus, and HeliumPlus systems demonstrating technical proficiency
Multi-Channel Support: Responded to patient calls, emails, and in-person
inquiries ensuring timely and accurate resolution of concerns
External Coordination: Engaged with Health Maintenance Organizations
(HMOs) to secure approvals for patient access to care
Continuous Improvement: Provided accurate feedback on hospital services to
management for continuous improvement initiatives
Policy Implementation: Assisted in policy implementation, compliance
monitoring, and development of new service processes
Key Achievements:
Contributed to increased client retention ratios by delivering prompt,
empathetic, and solutions-focused service
Enhanced operational efficiency by improving patient onboarding and service
request handling procedures
Client Service Executive
Feb 2012 - April. 2016
Stanbic IBTC Bank Plc – Retail Banking | Abuja
Portfolio Management: Managed retail banking portfolios, responded to
escalations, and ensured prompt issue resolution in line with compliance
standards
Investigation & Resolution: Conducted due diligence investigations and
resolved service, delivery, and account concerns with professionalism
Relationship Building: Cultivated strong customer relationships, boosting
satisfaction scores and repeat engagement through personalized service
Product Expertise: Provided product knowledge, account management
assistance, and promotional support for bank products and services
Inter-Departmental Coordination: Liaised between customers and internal
departments to coordinate inter-account transfers, cash transfers, and
Western Union transactions
Documentation: Documented client interactions and feedback in Finacle
system for follow-up and service improvements
FATUGA ENITAN OLUWABUKUNOLA
Customer Service & Guest Experience Professional
-| - | linkedin.com/in/enitanfatuga/ | Nigeria
13+ Years Excellence | Operational Leader | Technology-Driven Service
Professional
WORK
EXPERIENCE
Key Achievements:
Maintained 98% client satisfaction rate through consistent follow-ups,
personalized support, and proactive problem-solving
Played key role in retaining high-value customers and supporting branch's
business growth targets
Awarded "Most Customer Centric Staff" (2013) for exceptional service delivery
and customer focus
Marketing Intern
Jan 2011 - Oct. 2011
Oceanic Bank Plc (Now Ecobank) – Retail Banking | Abuja
Marketing Support: Supported branch marketing team in customer acquisition,
product promotion, and portfolio growth initiatives
Account Growth: Assisted in growing Current and Savings Accounts (CASA)
through targeted outreach and reactivation of dormant accounts
Investment Support: Supported booking of investments and packaging of risk
assets for customers
Relationship Management: Maintained customer relationships through
proactive service, account reviews, and product education
Reporting: Reported daily progress to Branch Manager and contributed to
strategic marketing discussions
Key Achievements:
Helped improve branch performance by successfully reactivating dormant
accounts and supporting new business generation
Strengthened customer engagement through effective relationship
management and tailored service delivery
EDUCATION
Masters in Public Administration (In Progress)
Jan 2025 - Present
Ahmadu Bello University, Zaria
Advanced studies in organizational management, policy implementation,
and strategic administration
B.Sc (Ed) Industrial and Labour Relations
Sept. 2006 - Aug 2010
Tai Solarin University of Education, Ogun State
Focus on organizational behavior, workforce management, and workplace
relations
Diploma in Marketing
Sept. 2003 - Aug 2005
Olabisi Onabanjo University, Ogun State
Foundation in marketing principles and customer relationship management
FATUGA ENITAN OLUWABUKUNOLA
Customer Service & Guest Experience Professional
-| - | linkedin.com/in/enitanfatuga/ | Nigeria
13+ Years Excellence | Operational Leader | Technology-Driven Service
Professional
CERTIFICATIONS
&
DEVELOPMENT
Organizational Leadership Training
Triola Solutions Consulting (March 2025)
CRM Software Training
Digital Witch IT Community Freshdesk & HubSpot, Asana, ClickUp, Trello,
Monday.com, Airtable, Zapier & Clockify, Slack, Microsoft Teams, Loom (Aug
2025)
High Impact Professional (HIPs) Training
The Talk Office (Aug. 2024)
Smart Residences Training Sessions
Learning & Development Programs (2024)
Fundamentals of Hotel Operations
TOJUM Hospitality (Sept 2024)
Leadership and Management in Healthcare
University of Washington, USA (June 2022)
Basic Life Support
Cardiocare Multispecialty Hospital (Dec. 2022) - 6th Abuja Cardiovascular
Symposium
Customer Service Training
SICL Corporate Training (July 2021)
Administrative Executive Skills
Allison.com (March 2020)
Effective Customer Service
Allison.com (March 2019)
Management Certification
Nigerian Institute of Management (Aug 2011)
TECHNICAL
SKILLS &
COMPETENCES
CRM Tools: Freshdesk, HubSpot
Banking Systems: Finacle
Communication: Email, Chat,
Slack, MS Teams, Loom
Documentation: Google
Workspace, MS Office
Healthcare Systems: e-Clinic,
MedicPlus, HeliumPlus
Project Management: Asana,
ClickUp, Trello, Monday.com,
Airtable
Analytics: Live dashboards,
reporting, Data Analysis
Cloud Storage: Google Drive,
Dropbox
Automation: Zapier, Clockify
Creative Tool: Canva
CORE
COMPETENCES
Customer Experience
Management:
Guest Experience
Service Excellence
Client Satisfaction
Customer Retention
Experience Design
Team Leadership &
Development
Staff Training
Team Building
Performance Management
Coaching & Mentoring
Culture Building
FATUGA ENITAN OLUWABUKUNOLA
Customer Service & Guest Experience Professional
-| - | linkedin.com/in/enitanfatuga/ | Nigeria
13+ Years Excellence | Operational Leader | Technology-Driven Service
Professional
CORE
COMPETENCES
Process Optimization:
SOP Implementation
Workflow Automation
Process Redesign
Efficiency Improvement
Quality Assurance
Data & Reporting:
Data Analysis
Performance Metrics
Live Dashboards
KPI Tracking
Reporting Systems
Problem Resolution
Complaint Management
Escalation Handling
Issue Tracking
Root Cause Analysis
Solution Development
Strategic Collaboration:
Cross-Functional Teams
Stakeholder Management
Inter-departmental
Coordination
Partnership Building
Change Management
Professional Philosophy
I am committed to delivering exceptional customer experiences through
strategic leadership, technological innovation, and continuous improvement.
i am passionate about building high-performing teams that consistently
exceed customer expectations while maintaining operational excellence.
Results-Driven
Technology-Forward
People-Focused
Innovation-Minded
