CBChristina Balogun
@christinaopatimehin
Support Operations Lead improving service quality and team performance.
NigeriaWhat I'm looking for
I am an experienced Support Operations Lead with six years optimizing high-volume customer support across email, chat and voice channels. I have driven measurable improvements—raising CSAT from 68% to 90%, boosting QA scores from 75% to 90%, increasing FCR from 17% to 65%, and reducing resolution time by 20%—by implementing workflows, knowledge bases, SOPs and targeted coaching.
I lead cross-functional initiatives and large teams (30+ agents) across multiple countries, own SLAs and performance frameworks, and translate frontline insights to product, claims and engineering teams to improve customer experience. I prioritize data-driven process improvement, quality assurance, and people development to consistently exceed KPIs and drive operational efficiency.
Experience
Work history, roles, and key accomplishments
Support Operations Lead
Reliance Health Inc
Feb 2024 - Present (1 year 11 months)
Led a 30+ email support team handling 100,000+ monthly inquiries across Nigeria, Senegal and Ivory Coast, raising CSAT from 68% to 90% and QA scores from 75% to 90% through escalation matrices, targeted coaching and QA-driven improvements.
Customer Support Operations Lead
Datapex Drifty Technologies
Jan 2021 - Feb 2024 (3 years 1 month)
Built and scaled customer support systems and teams for BuyPower.ng, increasing customer satisfaction by 80%, reducing support errors by 70% and implementing a chatbot that cut agent workload and improved response time by 90%.
Customer Support Lead
BM-TECH
Dec 2018 - Jan 2021 (2 years 1 month)
Trained agents for a World Bank project improving support quality by 60%, managed interview recruitment of 250 respondents, and increased daily call targets by 50% while recovering 40% of loan disbursals within five months.
Information and Protocol Officer
Nigerian Nuclear and Radiological Regulatory Authority
Sep 2017 - Aug 2018 (11 months)
Managed content development, publication and proofreading for the organisation's website, maintained central employee/business records, and supported production of the agency's annual documentary with NTA.
Education
Degrees, certifications, and relevant coursework
ESAE
Bachelor of Arts, Mass Communication
2013 - 2016
Completed a Bachelor of Arts in Mass Communication, focusing on media, public relations, and communication practices.
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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