David Osie

Customer Success professional with 3+ years of experience driving customer onboarding, KYC verification, account management and retention within CRM supported service environments. Consistently surpassed KPI averages and recognized as best performing team member within first month at Outcess Solutions. Skilled in resolving customer issues end to end, identifying upsell and cross sell opportunities, and collaborating across teams to close cases within SLA.

Proven ability to document processes clearly, produce structured reporting, and adapt quickly to new tools and platforms to support customer success execution.

Learning and Development Facilitator - Steadfast Comprehensive College - Ibadan, Nigeria

(2025-06 - 2026-05)

• Acted as primary point of contact for a multi stakeholder base of students, parents and institutional leadership, resolving 100% of escalated concerns within a 48 hour turnaround and eliminating recurring complaints.
• Maintained structured documentation of enquiries, complaints and resolutions, ensuring zero unresolved cases were carried beyond agreed closure timelines.
• Monitored engagement signals across 6 active cohorts, flagged early disengagement risk and executed targeted intervention sessions that improved at risk outcomes by 35%.
• Delivered 500+ structured client facing sessions while sustaining a 90%+ satisfaction rating through adaptive communication and continuous feedback collection.

Customer Service Officer - Outcess Solutions Limited - Lagos, Nigeria

(2024-06 - 2025-05)

• Surpassed KPI averages every month while handling 100+ daily inbound and outbound customer interactions across phone, email and chat channels, achieving a 100% quality score with zero failed audits, and recognized as best performing team member within first month of resumption.
• Supported customer onboarding by guiding new customers through account setup and completing KYC verification in Tascr CRM, ensuring accurate account activation in line with compliance requirements.
• Managed and updated customer account records in Tascr CRM, processing and closing 150+ backlogged support cases within two weeks during a team restructure and restoring full SLA compliance ahead of schedule.
• Identified upsell and cross sell opportunities during customer interactions, encouraging subscription to higher service packages and additional products aligned with customer needs.
• Collaborated cross functionally with compliance, operations and escalation teams to resolve complex account queries, ensuring complete follow through and timely closure of all escalated cases within SLA.
• Conducted customer feedback calls and issued service updates before case closure, maintaining transparency and supporting customer retention.
• Generated daily and weekly reports on call volume, service issues and customer feedback to inform staffing and service improvement decisions.

Trainee Operations Supervisor - MDV Industries Ltd - Lagos, Nigeria

(2024-02 - 2024-05)

• Supervised production and packaging operations to ensure products were accurately prepared for timely order fulfillment.
• Maintained 100% data accuracy across operational records through a double entry verification protocol, achieving zero discrepancy flags across all internal audits.
• Served as primary liaison between the production floor and senior management, translating operational data into structured summaries with recommended resolutions.
• Exceeded operational KPIs in 9 of 12 reporting periods by coordinating team workflows, earning formal recognition in the quarterly review cycle.

Customer Service Associate - Integrated Waste Solutions Limited - Port Harcourt, Nigeria

(2019-08 - 2020-09)

• Served as primary client liaison for 12+ commercial accounts, logging service requests, complaints and resolutions end to end in Zoho Desk CRM while maintaining a 95%+ client satisfaction rating with zero contract losses.
• Resolved an average of 20+ client reported issues monthly, achieving same day closure on 80% of escalations through proactive follow up and direct coordination with field team leads.
• Conducted weekly client site check ins across active accounts, documenting service compliance and communicating findings to operations management within 2 hours of each visit, reducing repeat complaints by approximately 40% over six months.
• Prepared weekly and monthly client account and service delivery reports from CRM data, supporting the retention of 3 high value commercial clients at contract renewal.

Higher National Diploma (HND) - Computer Science - Federal Polytechnic Oko (2020 - 2022)

National Diploma (ND) - Computer Science - Federal Polytechnic Oko (2017 - 2019)