Open to opportunities

Benneth Nwizege

@bennethnwizege

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Customer service and support leader delivering KPI-driven omnichannel experiences and issue resolution.

Lithuania

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What I'm looking for

I’m looking for a KPI-driven, omnichannel support role where I can own customer outcomes, handle escalations, and improve workflows—while contributing to team leadership, trust & safety, and cross-functional collaboration to elevate the customer experience.

I’m a customer service and support professional with experience across customer service, senior support, and team leadership roles. I focus on client relationship management, fast issue resolution, and KPI-driven service delivery, consistently turning complex discrepancies into positive customer experiences.

In recent roles, I handled high-volume enquiries across telephone, email, and live chat while maintaining strong performance—including a 94% customer satisfaction (CSAT) score and resolving 85% of complex inquiries on the first contact. As a Remote Senior Support Agent, I supported client relationships and improved account retention by 12%, while proactively introducing complementary services that increased account value by 15%.

I also lead and develop teams and processes. As a Team Leader / Sales Representative, I improved team KPI targets by 20%, sustained 96% SLA compliance, and reduced new-hire onboarding time by 2 weeks through training materials and workshops. I bring a trust & safety mindset, cross-functional collaboration, and practical process improvement to every support workflow.

Experience

Work history, roles, and key accomplishments

Customer Service Executive

Sino Techtonic Mining Ltd.

Dec 2023 - Apr 2024 (4 months)

Handled high-volume customer enquiries via telephone, email, and live chat while maintaining service quality and 94% CSAT. Resolved 85% of complex inquiries on the first contact using targeted troubleshooting and effective communication.

Customer Service Live Chat Email Support Phone Support Troubleshooting Issue Resolution Communication

Remote Senior Support Agent

Go4Gold Security Company

Nov 2021 - Aug 2023 (1 year 9 months)

Maintained accurate digital records of transactions, client communications, and contracts while supporting client relationship management and data standards. Improved international client relationships that increased account retention by 12% and introduced complementary services to increase account value by 15%.

Remote Support Client Relationship Management Digital Records Contract Support Customer Retention Client Communication Administrative Tracking

Team Leader / Sales Representative

Shaw Academy

Dec 2017 - Feb 2020 (2 years 2 months)

Monitored team performance and applied corrective actions to improve KPI targets by 20%. Planned workloads, delegated tasks, led staff meetings, and maintained 96% SLA compliance while developing training materials that reduced onboarding time for new hires by two weeks.

Team Leadership KPI Management Performance Improvement Task Delegation Staff Meetings SLA And Training Materials Workshops Onboarding

Senior Customer Support Specialist

Kenny Education Services

Jun 2014 - Nov 2017 (3 years 5 months)

Led customer support specialists handling complex trading queries and coordinated with support teams to resolve high-risk trust and safety concerns. Streamlined cross-functional workflows to reduce customer confusion and decrease repeat tickets by 18%.

Senior Support Customer Support Complex Queries Trust & Safety Repeat Ticket Reduction