Position: Customer Support, Customer Experience, Customer Service, Customer Onboarding,
Category: Support
English level: fluent
Years of experience: 10


Led and managed a team of over 60 e-mail, call center, social media, and live agents, both remote 
and on-site dispersed across 5 states in Nigeria into delivering quality customer experience for about 
12,000 retail customers with over hundreds of thousands of subscriptions, setting up and always 
exceeding daily, weekly and monthly KPIs and customer success goals. The success led to a reduction 
in the routine support load for the Agents, an increase in the productivity of my team members, and 
a switch to the adoption of self-service, and other digital customer support channels by the 
customers.
 Research on customer success, implementing surveys and feedback strategies, analyzing customer 
insights on BI and CRM platforms which led to new customer success and advocacy strategies such 
as the quarterly loyalty programs, refer-a-friend program, and promotions that increased monthly
net promoter score, and other customer satisfaction indices and even a 20 percent organic increase 
in retail customers within 2 months of assuming my latest role.
 Monitor and Collaborate with other teams such as marketing, sales, and billing team on customer 
success processes and ensure standardization in customer engagement via the development of
standardized internal policies(SOPs), response templates, customer success playbooks, and a 
uniform company-wide customer journey map.