Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Folake Folayan

Toronto,ON

Summary

Senior Manager of Customer Care with over 10 years of experience in leading contact center operations and technical support. Expertise in scaling service organizations and implementing retention initiatives that align customer experience with business objectives. Skilled in coaching teams, optimizing workforce planning, and driving organizational change. Proven track record of enhancing business operations and achieving growth through strategic leadership.

Overview

10
10
years of professional experience

Work History

Senior Manager, Customer Care

Tonal
Toronto, Canada
05.2024 - Current
  • Lead Tonal's global Customer Care operations, managing in-house and BPO performance, retention programs, escalations, and partner support readiness.
  • Drove FY26 strategy focused on operational scalability, cross-functional alignment, and L&D integration.
  • Building a Level 2 Escalations Team to improve resolution for high-complexity cases.
  • Reduced churn through enhanced retention workflows, win-back offers, and specialist performance tracking.
  • Established a formal coaching model across frontline, team leads, and management levels.
  • Successfully led stabilization, performance recovery, and long-term support planning for a global BPO team within a 4-month period.
  • Led the stabilization and support of the global BPO team, achieving operational readiness and alignment within 4 months.
  • Supported 3PL partnership onboarding and care readiness initiatives.
  • Partnered with HR and WFM to address attrition in Toronto, improving training coverage and engagement.

Operations Manager, Customer Care

Tonal
Toronto, Canada
07.2022 - 05.2024
  • Oversaw day-to-day care operations and vendor delivery, with focus on escalation efficiency, quality assurance, and performance enablement.
  • Implemented real-time operational tracking for escalations and save opportunities.
  • Built out workforce alignment tools and SOPs across BPO sites.
  • Managed the rollout of the Care Rewards Program and retention incentive models.
  • Responsible for hiring and scaling an internal Escalation Team to support complex case resolution.
  • Supported FY25 planning and execution for a major new product launch.

Manager, Technical Support

Tonal
Toronto, Canada
03.2022 - 07.2022
  • Led the Technical Support team through the transition to fully remote, scaling processes and improving case resolution.
  • Standardized call handling and documentation protocols across support tiers.
  • Collaborated with Product and Engineering to triage recurring issues and customer feedback.
  • Increased first contact resolution by improving knowledge access and system diagnostics.

Escalation Manager

Rogers Communications
Toronto, Canada
01.2015 - 01.2022
  • Consistently achieved CSAT, NPS, and productivity targets through strategic initiatives.
  • Facilitated training sessions via web/video conference and one-on-one coaching.
  • Managed escalations promptly, addressing root causes and implementing feedback loops.
  • Provided ongoing support and refresher training in response to team needs.

Education

Bachelor of Arts -

University of Ontario Institute of Technology
Oshawa, ON

Skills

  • Customer experience strategy
  • Retention and escalation programs
  • Coaching and leadership development
  • BPO and vendor oversight
  • Contact center optimization
  • Technical and product support
  • Workforce planning and quality assurance
  • Cross-functional program leadership
  • Salesforce expertise
  • CRM and support tools proficiency
  • Strategic planning and operational execution

Timeline

Senior Manager, Customer Care

Tonal
05.2024 - Current

Operations Manager, Customer Care

Tonal
07.2022 - 05.2024

Manager, Technical Support

Tonal
03.2022 - 07.2022

Escalation Manager

Rogers Communications
01.2015 - 01.2022

Bachelor of Arts -

University of Ontario Institute of Technology

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Folake Folayan