Adeniyi Adewale

Customer Support Team Lead, Contact Centre Operations, or Operations Management position within your organization. With over seven years of progressive experience in customer service and contact centre operations, including more than four years in leadership roles, I have developed a proven track record of leading high-performing teams, improving operational efficiency, and delivering exceptional customer experiences. Throughout my career, I have successfully coached and mentored customer service professionals, monitored and improved key performance indicators (KPIs), managed workforce performance, and implemented strategies that consistently enhanced service quality, productivity, and customer satisfaction. My experience includes performance management, quality assurance, workforce coordination, escalation handling, process improvement, and driving operational excellence in fast-paced, target-driven environments. In my current leadership role, I oversee team performance by analyzing operational metrics such as AHT, Quality, Adherence, Login Compliance, Tagging Accuracy, and Customer Experience scores. I conduct regular coaching sessions, provide actionable feedback, develop performance improvement plans, and foster a culture of accountability and continuous learning. These efforts have contributed to measurable improvements in both individual and team performance. Beyond my technical expertise, I bring strong leadership, communication, and problem-solving skills. I thrive in remote and multicultural work environments, adapt quickly to new technologies, and enjoy collaborating with cross-functional teams to achieve organizational goals. My passion lies in building motivated teams that consistently exceed customer expectations while delivering measurable business results. I am excited about the

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