Curriculum vitae

Ebunoluwa Lovelyn Ayorinde

Customer experience and service quality professional with 7+ years across hyper-growth SaaS and BPO environments — quality processes built and managed for 30+ brands, audits and calibration, customer journey analysis, and turning operational data into leadership-ready recommendations.

Bordeaux, France · Open to Europe & UKebunoluwalovelynayorinde@gmail.com+33 6 17 28 47 52linkedin.com/in/ebunlayorinde
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Key achievement

Lifted CSAT from 90% to 97% and cut quality errors and escalations by 20% through targeted QA frameworks, multi-market calibration and root-cause analysis — while scaling frontline operations from 10 to 200+ agents across three regions.

Video

How I solve a real operational problem.

A short walkthrough of how I find the real failure point, design the intervention, and make the change stick.

76 seconds · Bordeaux, France

Experience

2019 — present
Feb 2026 — Present
Hugo Inc

CX Project Manager, Quality & L&D

  • Design and deliver scalable blended learning — instructor-led training, documentation, digital content and coaching — that turns complex workflows into clear, behaviour-changing enablement.
  • Build and maintain learning resources, QA frameworks and SOP libraries across 30+ accounts, aligning enablement with go-to-market and operational standards.
  • Lead continuous-improvement work, converting quality and operational data into process changes, SOP updates and targeted training.
  • Develop QA evaluators, team leads and frontline agents through structured, evidence-based coaching and capability programmes.
Mar 2023 — Jan 2026
Hugo Inc

Customer Experience Senior Project Manager, Quality & Operations

  • Owned global QA, CSAT, SLA and escalation performance, translating data insights into operational actions for frontline leaders.
  • Built centralised SQL/Tableau dashboards analysing volume, quality and escalation trends to inform leadership decisions.
  • Reduced quality errors and ticket escalations by 20% through scalable QA frameworks and root-cause analysis (RCA).
  • Led quarterly performance reviews with internal and external stakeholders, surfacing customer pain points to influence product roadmaps.
  • Oversaw CX operations across multiple SaaS accounts (FinTech, EdTech, logistics, regulated data), managing headcount planning and resource allocation for 100% on-time delivery.
  • Directly managed Junior PMs, Project Coordinators and Team & QA Leads supporting a 200+ agent operation; applied AI tooling to automate and optimise workflows.
Mar 2021 — Mar 2023
Hugo Inc

Customer Experience Lead, Quality & Enablement

  • Developed and maintained global QA scorecards, SOPs and calibration processes across regions.
  • Built CSAT and QA dashboards used by leadership to prioritise operational improvements.
  • Increased CSAT from 90% to 97% through targeted coaching and quality-led process improvements.
  • Delivered executive-level insights and quarterly business reviews highlighting customer pain points and process gaps.
  • Led global quality and enablement strategy; acted as senior operational partner to Support Team Leads on consistent performance and coaching standards.
Mar 2024 — Aug 2024
Back Market

Customer Care Operations (Master's placement)

  • Implemented a Quality Calibration Grid across US, UK and ES markets in collaboration with BPO partners.
  • Analysed CSAT and returns data in Tableau and BigQuery to identify root causes of customer dissatisfaction.
  • Audited self-service tools and proposed content improvements to reduce inbound contact rates.
  • Supported CX operations across EU and US markets with a focus on quality governance and process optimisation (fraud, compliance, payment).
Jan 2019 — Mar 2021
Hugo Inc

Customer Experience Specialist

  • Helped launch the CX function from a 10-agent team; served as escalation lead for a major EdTech brand.
  • Managed Tier 2 escalations and ran deep-dive analyses to inform product and training improvements.
  • Delivered structured coaching and feedback to frontline agents.

Selected projects

CX Performance & Insights Dashboard

Centralised CSAT, QA, SLA, AHT, volume and escalation data to inform leadership decisions and flag operational bottlenecks.

Quality-to-Enablement Feedback Loop

Closed-loop system linking QA findings to training refreshers, SOP updates and coaching plans.

Process Friction & Handle-Time Study

Mapped end-to-end support journeys to find friction points; simplified processes to improve AHT and first-contact resolution.

Global QA & CSAT Transformation

Rolled out QA frameworks, calibrations and RCA methodology; reduced errors and escalations by 20% and improved CSAT from 90% to 97%.

Education
M.Sc. International Business Management
Université de Bordeaux (IAE) · Aug 2025 · 17.30/20, Très Bien — top of class
B.Sc. Psychology
Covenant University, Nigeria · Jun 2016 · 4.46/5.00 — top 10% of class
Languages
English (native) · French (A2, actively learning — based in Bordeaux)
Skills
Learning & developmentTraining curriculum designBlended learning (ILT + digital + docs)Knowledge base & SOP designService quality & quality auditsQuality calibrationCX assessment programsCustomer journey mappingCSAT / QA / escalation analysisData-driven decision makingReporting & dashboardsStakeholder managementProcess improvementCoaching & performance managementMulti-market / multicultural delivery
Tools
TableauBigQuerySQLLookerExcelZendeskIntercomFrontKlausQAScoreBuddyJiraConfluenceSalesforceNotionAsanaAirtable