Customer Support Specialist - Calls Experts - Lagos, Nigeria
(2025-11)
Specialty Life Insurance
- Conducted 150–300 outbound calls daily to qualified prospects for Specialty Life Insurance campaigns
- Generated qualified leads and scheduled appointments for licensed insurance agents
- Maintained CRM accuracy above 98% through detailed call logging and lead tracking
- Consistently achieved lead-generation and appointment-setting targets
- Handled objections and educated prospects on insurance products, increasing appointment conversion rates
- Accurately record call details and outcomes in CRM systems
Customer Success Manager - Access Bank Plc - Lagos, Nigeria
(2022-08 - 2025-09)
- Managed high-volume customer inquiries across phone, email, and chat channels, resolving 95% of issues on first contact and maintaining a 98% customer satisfaction rating through active listening and personalized problem-solving
- Leveraged Salesforce CRM to document 200+ daily customer interactions, identifying recurring pain points that informed process improvements and reduced average handling time by 18%
- Delivered cross-selling initiatives that increased banking product adoption by 25%, generating over 150% in additional revenue through needs-based consultative selling and relationship building
- Selected as Team Leader for 50+ trainees during onboarding program, developing training materials and coaching protocols that improved new hire performance scores by 30% and reduced ramp-up time by 2 weeks
- Conducted systematic customer feedback surveys and interviews with 500+ clients, translating insights into actionable service improvements that increased Net Promoter Score (NPS) by 15 points
- Recognized as top performer for 6 consecutive quarters, achieving 102% of KPI targets while maintaining 99.5% adherence to quality and compliance standards
- Delivered personalized support by leveraging active listening and tailored solutions, achieving a customer satisfaction (CSAT) score of 92%
- Streamlined ticketing workflows in Zendesk, reducing average ticket resolution time from 24 hours to 12 hours
Customer Support Representative - Yemi Electronics Stores - Lagos, Nigeria
(2020-10 - 2022-07)
- Spearheaded customer service operations for retail location, resolving 100+ customer complaints monthly with a 92% satisfaction rate through empathetic communication and creative problem-solving
- Optimized inventory management and staff scheduling systems, reducing operational costs by 20% and eliminating customer wait times during peak periods through data-driven resource allocation
- Implemented customer feedback loop and complaint tracking system, identifying service gaps and implementing corrective actions that improved customer retention by 35%
- Managed end-to-end administrative operations including audit compliance, licensing, and regulatory documentation, maintaining 100% accuracy and zero compliance violations
- Trained and supervised 8-member team on customer service excellence, conflict resolution techniques, and product knowledge, resulting in 40% improvement in team performance metrics
- Developed standard operating procedures (SOPs) for customer interactions and complaint escalation, creating consistent service delivery that enhanced brand reputation and customer loyalty
- Utilized Excel for data analysis to identify recurring customer issues, leading to a 10% reduction in repeat complaints through proactive solutions
- Maintained up-to-date regulatory documentation and audit records, ensuring compliance and operational continuity
- Coordinated with vendors and customers to ensure seamless service delivery, maintaining a 95% on-time resolution rate for escalated cases
