Open to opportunities

Believe Innocent

@believeinnocent

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Customer Service Manager who delivers retention and solutions across live chat, email, and phone.

Nigeria

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What I'm looking for

I want to match with a global e-commerce brand and grow long-term with the team. I’ll deepen the client’s brand, deliver solutions fast under pressure, and help protect retention with clear communication and ownership.

I’ve spent the last 7 years making sure customers feel heard, helped, and happy—and I genuinely love it. At Multichoice (one of Africa’s biggest media companies), I managed customer accounts end-to-end, from billing complaints to product upsells, and I trained new team members from scratch.

I know what it takes to represent a brand well under pressure and still leave the customer feeling valued. I’m comfortable working independently, I communicate clearly in writing and on calls, and I take ownership seriously.

In my customer support work, I handled inquiries across email, phone, and in-person channels daily, tracked cases carefully, and kept meticulous customer records. I identified upsell opportunities, recommended tailored subscription packages, introduced customers to Showmax to reduce churn, and proactively followed up on renewals and due payments.

I also collect customer feedback systematically and relay it to management to inform product and service improvements. Now, I’m drawn to TalentPop’s model—helping fast-growing e-commerce brands with top customer service talent—and I’m not looking for a short-term gig; I want to grow with the team and become indispensable.

Experience

Work history, roles, and key accomplishments

Current

Facebook Community Manager & Creator

Current

Belizy & Nobo2sobo

Jan 2025 - Present (1 year 8 months)

Built Facebook communities from zero to 55,000 and 78,000 followers organically, generating 260M+ total video views across both pages. Managed day-to-day community interaction, including comments and DMs, and moderated content to maintain a positive environment.

Community Management Facebook Community Moderation Content Creation Audience Engagement DM Handling Social Media Growth

Customer Service & Sales Manager

Capmas International Limited

Jan 2019 - Jan 2026 (7 years)

Managed customer accounts end-to-end for the DStv Stream app, handling inquiries across email, phone, and in-person channels. Drove retention through renewals and due-payment follow-ups, identified upsell opportunities, and trained new hires on protocols and product knowledge.

Customer Retention Live Chat Email Support Phone Support Upselling Subscription Package Recommendation Complaint Resolution Follow up Account Management

Customer Service Representative

Corporate Affairs Commission

May 2017 - Oct 2018 (1 year 5 months)

Handled high-volume inbound calls, guiding clients on business registration requirements and name availability. Tracked multi-step cases, provided proactive updates, and documented interactions to ensure registrations closed cleanly.

Inbound Call Support Record keeping Documentation

Education

Degrees, certifications, and relevant coursework

National Open University of Nigeria (NOUN)

Bachelor of Science (B.Sc.), Environmental Science & Resource Management

Pursued a B.Sc. in Environmental Science and Resource Management through the National Open University of Nigeria; completion is indicated as February 2026.