Agbator Faith

My name is Faith Omono Agbator, a Customer Service and Customer Success professional with extensive experience in managing client relationships, onboarding users, and driving customer satisfaction. Currently, I work as a Customer Service Team Lead at Glover Technologies, where I oversee a team, handle escalations, and implement strategies to enhance service efficiency. Prior to this, I was a Customer Success Specialist, managing a portfolio of over 50 accounts and ensuring a high retention rate.

My background also includes working with Patricia Technologies, where I gained hands-on experience in cryptocurrency transactions and customer support. I'm passionate about problem-solving, customer engagement, and leveraging technology to improve user experiences."

Customer Service Team Lead

Glover Technologies – Lagos

September 2023 – Present

• Supervise a team of customer service representatives, ensuring adherence to best practices and company procedures.
• Handle escalations, resolve customer issues, and implement corrective measures to enhance service delivery.
• Produce performance reports using Microsoft Office, Google Docs, and Slack to streamline operations.
• Conduct quality assurance reviews to maintain service standards.
• Coach team members, driving efficiency and performance improvement.
• Foster long-term customer relationships, leading to high satisfaction and retention.

Customer Success Specialist

Glover Technologies – Lagos

March 2022 – August 2023

• Conducted onboarding sessions using Freshdesk and Zoho CRM, ensuring customers understood product features and value.
• Managed a portfolio of over 50 accounts, maintaining a client retention rate of over 75%.
• Monitored customer engagement, identified upsell opportunities, and mitigated churn risks.
• Provided actionable insights to the product team based on customer feedback.
• Used Monnify and other CRM tools to maintain accurate records and support seamless account management.
• Led customer re-engagement strategies, successfully bringing dormant users back into active transactions.

Customer Service Representative

Patricia Technologies Limited – Lagos

February 2021 – December 2021

• Delivered top-tier customer service by promptly resolving inquiries and complaints.
• Utilized VTpass, Freshdesk, and other platforms to enhance customer satisfaction.
• Documented and escalated customer issues for further investigation, ensuring timely resolution.
• Managed high-volume queries while maintaining a positive customer experience.

Sales Specialist

Topnotch Garment Manufacturing Limited – Lagos

November 2019 – December 2021

• Streamlined production schedules and implemented quality control processes.
• Facilitated inter-departmental communication using Basecamp to improve operational efficiency.
• Identified and implemented process optimization strategies for increased productivity.

English Teacher

Rosemma College – Ogun

October 2018 – October 2019

• Designed lesson plans and conducted lectures for three classes.
• Played an active role in the school's Literary and Debate Committee.

Research Assistant

McMaster University – Lagos/Canada

April 2018 – October 2019

• Collaborated with a Ph.D. researcher on a project focused on sanitation in colonial-era southern Nigeria.
• Collected and analyzed data to support research objectives.

B.A. in History and International Relations

Adekunle Ajasin University, Ondo – 2018

Additionally, you have several certifications that enhance your qualifications for customer success and service roles:

• Customer Support – Alison Certificate (March 2021)
• Emotional Intelligence – Patricia Universe (August 2021)
• Sales Management – Alison Certificate (May 2022)
• Product Management – Udemy (2023)
• Product Marketing – Alison Certificate (2023)
• Scrum Master – Alison Certificate (2023)