Open to opportunities

Charles Oseghale

@charlesoseghale

Dedicated Customer Service Manager driving retention and operational excellence through process improvement and team leadership.

Nigeria

Message

What I'm looking for

I seek a leadership role in customer service or operations where I can improve retention, streamline processes, mentor teams, and use CRM and analytics in a collaborative, growth-oriented company.

I am a dedicated and proactive Customer Service Manager with 5 years of experience enhancing customer satisfaction and loyalty.

I handle escalated complaints, analyze feedback and service data, and implement strategies that improve retention and operational efficiency. I oversee customer service tools, generate performance reports, and present findings to senior management.

Previously I served as General Manager where I prepared budgets, introduced process improvements, recruited and trained staff, and coordinated day-to-day operations across divisions. I established KPIs and benchmarks to measure and improve organizational performance.

I hold an MBA and am proficient with Zoho CRM, Zendesk, Nimble, Microsoft Office Suite, Google Workspace, Slack, Trello and Asana; I am committed to delivering exceptional administrative and customer-focused results.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Manager

Current

Musing Trust Nigeria Ltd

Jan 2019 - Present (6 years 7 months)

Managed escalated customer complaints and implemented retention strategies to improve service efficiency; generated and analyzed performance reports and coordinated cross-functional resolutions.

Customer service management Zendesk KPI Tracking Reporting Team Leadership Microsoft Office Google Workspace Slack Trello

General Manager

Tomgates Consult Ltd

May 2013 - Oct 2021 (8 years 5 months)

Led company-wide operations, budgeting and process improvements to optimize efficiency and support growth; recruited and trained staff, established KPIs and coordinated cross-functional communication.

Operations Management Budgeting Process Improvement Staff Training KPIs Strategic Planning Administrative Services

Operations Officer

Tomgate Consults Ltd

Apr 2011 - May 2013 (2 years 1 month)

Coordinated RFQ-to-RFP processes, prepared proposals and presentations, and collaborated with engineering, marketing and operations to ensure timely delivery of customer solutions.