Funmilola Emmanuel

FUNMILOLA VANESSA EMMANUEL SERVICE DELIVERY & CUSTOMER EXPERIENCE SPECIALIST PROFESSIONAL SUMMARY Results-driven Service Delivery and Customer Experience Specialist with extensive experience across telecom (FTTH/ISP) and banking sectors. Proven track record of improving service delivery performance, reducing customer churn, and enhancing retention through proactive engagement and process optimization. Skilled in network monitoring, contact centre management, and quality assurance, with a strong ability to drive operational efficiency and deliver exceptional customer experiences. CORE COMPETENCIES • Service Delivery & Operations Management • FTTH Network Operations & Optimization • Customer Experience & Retention Strategies • Contact Centre Management • Quality Assurance & Compliance • Project Management & Implementation • CRM Platforms (Avaya, Zoho, HubSpot, Zendesk, MaxAgent) • Network Monitoring (PRTG, Zabbix, Smart OLT) • Technical Support (ISP / Fiber) • Multi-Channel Support (Voice, Email, Chat) • Team Leadership, Coaching & Performance Management • Data Analysis & Reporting PROFESSIONAL EXPERIENCE Service Delivery Manager (FTTH / Network Operations) OneData Nigeria | August 2023 – April 2026 • Managed end-to-end FTTH service delivery and network operations. • Monitored network performance using PRTG, Zabbix, and Smart OLT tools. • Reduced customer churn and improved retention through proactive service strategies. • Ensured SLA compliance through early fault detection and resolution. • Prepared operational, project, and performance reports to support decision-making. • Drove continuous service improvement and network optimization initiatives. Quality Assurance Specialist (Team Lead) Polaris Bank Limited (Formerly Skye Bank Plc) | March 2018 – May 2022 • Led quality assurance operations to ensure compliance with regulatory and internal standards. • Monitored live and recorded customer interactions, providing structured feedback to improve agent performance. • Designed and implemented coaching programs that improved service quality and reduced repeat complaints. • Identified operational risks and ensured adherence to KPIs, SLAs, and customer satisfaction targets. • Delivered actionable insights and compliance reports to management. Contact Centre Operations (Multiple Roles: Contact Centre Supervisor, Email Management Team Lead, Customer Experience Expert) Skye Bank Plc | January 2009 – March 2018 • Supervised daily contact centre operations, ensuring high service quality and efficiency. • Managed inbound/outbound calls, escalations, and customer complaint resolution. • Led workforce planning including shift scheduling and performance monitoring. • Coordinated email support operations, ensuring SLA compliance and timely resolution of customer issues. • Produced performance reports to support operational improvements. • Managed fraud helpdesk operations, identifying patterns and escalating suspicious activities. • Drove upselling and cross-selling initiatives to improve revenue and customer retention. • Coached and mentored team members to enhance productivity and service delivery. EDUCATION M.Sc. Public Administration (In View) National Open University of Nigeria B.Sc. Public Administration National Open University of Nigeria Ordinary National Diploma (OND) The Polytechnic, Ibadan PROFESSIONAL CERTIFICATIONS • ISO 9001:2015 – Quality Management System • ISO 14001:2015 – Environmental Management System • CIBN Professional Ethics Certification • Diploma in Public Relations – NIPR TECHNICAL SKILLS • PRTG Network Monitoring • Zabbix Monitoring • Smart OLT Configuration • Avaya Contact Centre Solution (Avaya One-X) • Postilion Navigator • Etranzact Console & Xportal • CRM Systems & Ticketing Platforms • Microsoft Office Suite HOBBIES Travelling • Reading • Networking • Teaching & Learning REFERENCES Available on request