SAMUEL OMOTOSO

Customer Experience Leader with 6+ years of progressive leadership in banking and credit services. Currently leading 24/7 multi-channel customer operations with accountability for retention, SLA compliance, and service performance governance. Proven success driving 85%+ resolution rate, 90% CSAT, and 70% NPS benchmarks. Experienced in CRM systems (Zoho CRM & Microsoft Dynamics 365), escalation management, KPI reporting, and cross-functional service optimization. Positioned for Customer Experience Manager roles within fintech and financial institutions.

Customer Experience and Relationship Management professional with over six years of progressive experience in Nigeria’s banking and credit services sector. Experienced in leading 24/7 multi-channel support operations, managing high-level complaint escalations, and driving measurable service performance outcomes.

Currently serving as Customer Relationship Manager Lead, overseeing SLA compliance, retention strategy, and service KPI governance across phone, live chat, and social platforms. Consistently maintained 85%+ resolution rate, 85% First Contact Resolution, 90% CSAT, and 70% NPS benchmarks while utilizing Zoho CRM and Microsoft Dynamics 365 for performance tracking and workflow optimization.

Previously improved complaint resolution efficiency to 95%+ SLA compliance and reduced recurring service issues by 20% through root-cause analysis and process enhancement initiatives. Strong background in digital engagement, CRM management, customer retention, and cross-functional collaboration within regulated financial environments.

Higher National Diploma (HND), Microbiology – 2019
Osun State Polytechnic, Iree.

National Diploma (ND), Science Laboratory Technology – 2016