Michael Okafor

Michael Okafor has a diverse work experience that spans over a decade. Michael began their career as a Customer Care Executive at Etisalat Nigeria in 2008 and worked their way up to becoming a Workforce Management Specialist, responsible for optimizing technology and manpower in the call center. Michael also served as an Analyst Real Time Management, adjusting schedules and reporting call trends.

In 2015, Michael joined Konga Group as a Workforce Management & Reporting Specialist, where they continued to drive service level adherence and manage call center metrics. Michael later transitioned to the role of Associate Product Manager for Kongapay, assisting in product development and validation decisions.

In 2018, Michael was promoted to Head of Customer Experience at Konga Group, where they led a resource planning team and implemented continuous improvement plans based on employee and customer feedback.

Most recently, Michael served as the Chief Operating Officer of Kongapay Technologies, where they developed and led the product vision and strategy for the payment platform. Under their leadership, the transaction value for agent banking grew to $2 million monthly.

Overall, Michael's work experience showcases their expertise in call center management, customer experience, product development, and strategic leadership.

Michael Okafor attended the University of Lagos from 2001 to 2006, where they obtained a BSC degree in Mechanical Engineering. In addition to their degree, they have also obtained several certifications, including Six Sigma Foundations from LinkedIn in March 2018, SQL for Beginner Data Analysis from Udemy in January 2018, Certified Six Sigma Green Belt from ASQ in December 2014, and Project Management Professional from the Project Management Institute in July 2012.