Summary
Overview
Work History
Education
Skills
Certification
Timeline
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JINYEBARIMIEMA OKPOKO

Calgary

Summary

Strategic, people-centered leader with 7+ years of experience delivering excellence in B2B (SMB, Mid-Market, Enterprise) and B2C environments across SaaS, telecom, and energy sectors. Recognized for building independent, scalable customer success structures, leading process improvement, and empowering high-performing teams. Proven ability to align people, technology, and operations to optimize the customer journey, reduce churn, and drive business growth in scaling environments.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Experience Manager

Moby
01.2021 - Current
  • Designed and implemented Moby’s 3-tier customer support system (Tier 1–3), creating a structured and scalable model that improved resolution time by 40% and increased team clarity and accountability.
  • Led organizational transformation to support 4x customer growth over 2 years by building an independent support structure and hiring, training, and mentoring high-performing CX agents.
  • Deployed and managed AI-powered contact center platforms, including 3CX, Five9, Google CCAI, and Dialpad, improving call routing accuracy and reducing wait times by 35%.
  • Reduced overall support ticket volume by 25% through process automation, intelligent escalation design, and improved first-contact resolution.
  • Directed onboarding and lifecycle engagement for both B2C and B2B clients, including residential customers, enterprise, hotels, and senior communities.
  • Collaborated with Sales to identify and close upsell opportunities; provided personalized success planning and product walkthrough.
  • Developed and implemented customer feedback systems to drive continuous improvement initiatives.
  • Collaborated with marketing to design campaigns that improved brand loyalty and retention rates.
  • Delivered Voice of Customer reports that directly influenced product enhancements, service delivery improvements, and internal training programs.
  • Developed and enforced over 15 internal SOPs covering onboarding, troubleshooting, escalations, and billing workflows.
  • Monitored customer health via Power BI dashboards and led proactive churn prevention campaigns across all account segments.
  • Fostered a culture of accountability, continuous improvement, and empowerment across all support levels.

Executive Director, Operations & Strategy

Sajook Nigeria Limited
03.2018 - Current
  • Directed operations and customer engagement for a growing oil & gas services firm serving major enterprise clients across Nigeria and beyond.
  • Built scalable, independent departmental structures aligned with ISO 9001:2015 and API Q2 frameworks.
  • Improved team performance and internal efficiency by over 30% through SOP creation, digital workflow systems, and employee empowerment.
  • Secured international OEM partnerships and facilitated investment discussions that led to business expansion.
  • Led full rebranding, Microsoft 365 deployment, and ERP readiness to modernize operational capabilities.
  • Streamlined communication channels to improve information flow across all levels of management.
  • Oversaw budgetary planning and resource allocation to ensure financial sustainability and growth.
  • Oversaw financial management, ensuring fiscal responsibility and long-term sustainability for the organization.
  • Promoted a culture of continuous improvement by encouraging professional development opportunities for staff members.
  • Collaborated with external organizations including non-profits, businesses and government agencies to create mutually beneficial partnerships.

Assistant Track Supervisor (Intern)

CN Rail
01.2018 - 12.2018
  • Supervised field crews during infrastructure projects, delivering team briefings, enforcing safety standards, and monitoring daily performance.
  • Supported leadership with real-time reporting, material logistics, and workforce planning for high-priority rail operations.
  • Coordinated cross-departmental initiatives to address larger organizational challenges related to track infrastructure or operational efficiency.
  • Reviewed landscape project tasks, determining budgets and timelines for completion.

Education

Master of Science - Project Management

University of Salford
01.2024

Bachelor of Science - Geophysics

University of Alberta
01.2019

Skills

  • Customer Lifecycle Management (B2B & B2C)
  • 3-Tier Support System Implementation & Optimization
  • AI-Powered Contact Centers: 3CX, Five9, Google CCAI, Dialpad
  • CRM Systems: Salesforce, Sonar, Zoho CRM
  • People Leadership, Empowerment & Coaching
  • Voice of Customer → Product Roadmap
  • Process Design & Continuous Improvement
  • CSAT, NPS & Churn Management
  • Cross-Functional Team Collaboration
  • ISO 9001:2015 / API Q2 Compliance

Certification

  • Certified Customer Success Manager (CCSM) – 2025
  • ISO 9001:2015 Internal Auditor
  • API Q2 Internal Auditor

Timeline

Customer Experience Manager

Moby
01.2021 - Current

Executive Director, Operations & Strategy

Sajook Nigeria Limited
03.2018 - Current

Assistant Track Supervisor (Intern)

CN Rail
01.2018 - 12.2018

Bachelor of Science - Geophysics

University of Alberta

Master of Science - Project Management

University of Salford

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JINYEBARIMIEMA OKPOKO