Stephen Moses

Customer service professional with 15+ years of experience managing high volumes of customer inquiries, resolving issues, and guiding customers accurately through multi-step processes — from claims and onboarding to account setup and order-related case resolution. Skilled at coordinating with internal teams to keep cases moving and ensure customers receive timely, accurate outcomes. Experienced maintaining detailed CRM and ticketing records (HubSpot, Zendesk, Salesforce) for full visibility and continuity.

Calm under pressure, detail-oriented, and comfortable handling a high volume of cases across phone, email, and chat.

Customer Success Operations Manager - AmanHMO - Abuja, Nigeria

(2022-01 - 2026-03)

• Managed high volumes of customer inquiries and resolved issues across pre-service, live, and post-service stages, ensuring each case reached an accurate, timely outcome.
• Coordinated with internal teams to keep claims and service requests moving smoothly from intake to resolution, supervising a support team through high case volumes.
• Improved NPS by 20% by tightening case handling and communication during peak periods.
• Created documentation and FAQs that reduced repeat inquiries and helped customers self-serve.
• Monitored KPIs and case data to identify bottlenecks and improve turnaround times.

SaaS Technical Support Engineer - Convert.com - Remote

(2024-03 - 2025-10)

Freelance, concurrent with AmanHMO

• Resolved 95% of customer inquiries within SLA across chat, email, and CRM.
• Guided customers step-by-step through onboarding and setup processes, coordinating with internal teams on more complex cases.
• Maintained accurate CRM and ticketing records to support smooth handoffs and reporting.

AI Audio Evaluation Specialist - Appen - Remote

(2026-02 - 2026-03)

Part-time

• Evaluated submissions against strict quality standards, providing structured, actionable feedback.

ICT Officer - Premier Seed Nigeria Ltd. - Zaria, Nigeria

(2019-08 - 2022-01)

• Resolved internal staff technical issues, maintaining thorough documentation of every resolution.

Supervisor / Training Manager - Emergency Communication Centre - Minna, Nigeria

(2012-10 - 2019-09)

• Managed high-volume case intake in a fast-paced environment, ensuring accurate real-time documentation and follow-through.

Acting Team Lead, Customer Care - MTN Call Centre - Jos, Nigeria

(2011-05 - 2012-08)

• Delivered multi-channel customer support and maintained accurate CRM records, escalating complex cases for resolution.

B.Eng. - Water Resources Engineering - Ahmadu Bello University