Fidel Amegashitsi

Customer Obsessed Operations Lead with 8+ years of experience driving operational excellence in high-velocity e-commerce and logistics environments. Proven track record of spearheading rapid-response support teams and optimizing CRM workflows to ensure seamless customer experiences. Expert at bridging the gap between complex technical operations and long-term customer trust.

Customer Support & Operations Lead at NokNok (2026-01 – Present)

Spearheaded daily support operations for a fast-paced delivery platform, achieving operational excellence through workflow optimization and customer-centric practices.

• Spearheaded daily support operations for a fast-paced delivery platform, achieving a 95%+ resolution rate by identifying and eliminating workflow bottlenecks.
• Optimized cross-functional communication between riders and support agents, reducing average response times through refined operational protocols.
• Cultivated long-term customer relationships by implementing a "people-first" escalation framework that turned service complaints into brand loyalty.

Check-In & Customer Operations Support at MSC Cruises (2021-11 – 2023-12)

Orchestrated guest operations for high-volume global events and managed peak-demand flow with precision and accuracy.

• Orchestrated guest operations for high-volume global events, including the FIFA World Cup, managing peak-demand flow for thousands of multicultural guests daily.
• Resolved complex service discrepancies and verified sensitive data with 100% accuracy, ensuring a frictionless boarding experience under extreme pressure.

Customer Support & Digital Communications Assistant at Junzar (2020-11 – 2021-10)

Enhanced digital communication efficiency through CRM analytics and strategic engagement strategies.

• Enhanced digital communication response times by 30% through proactive engagement and the strategic use of CRM analytics to track interaction trends.
• Executed targeted digital marketing support while maintaining precise client records, ensuring data-driven follow-ups for all service inquiries.

Sales & Delivery Operations at Kinni Beverage (2020-01 – 2021-10)

Managed complex delivery operations and built loyal client portfolio through reliable service delivery.

• Managed complex daily delivery routes and payment verifications, building a portfolio of loyal clients through reliable, high-speed service delivery.
• Streamlined documentation processes for service issues, providing leadership with actionable reporting to prevent recurring logistical delays.

Customer Service & Trip Coordination at Uber, Bolt & Yango Partner (2016-01 – 2019-12)

Directed real-time transportation logistics and dispute resolution with advanced problem-solving skills.

• Directed real-time transportation logistics and dispute resolution, maintaining high-performance ratings by applying advanced problem-solving skills during peak hours.

Diploma in Theology – Grace Fountain School of Life

SHS Certificate – Pope John Senior High School