David Osikomaya
@davidosikomaya
Customer support leader driving high CSAT through coaching and process improvement.
NigeriaWhat I'm looking for
I am a dedicated Customer Support Specialist and team leader with progressive experience across iGaming, fintech, and technology companies, focused on delivering empathetic, accurate, and efficient customer service.
I have led and coached support teams, overseen KYC/AML processes, conducted quality assurance, and partnered with Risk, Fraud, and Product teams to reduce issues and improve workflows; I consistently drove CSAT above 90% for extended periods.
I bring strong analytical thinking, process-improvement instincts, tech-savviness with CRMs (Intercom, Zendesk, HubSpot, Salesforce), and a collaborative, customer-centric approach to building high-performing support operations.
Experience
Work history, roles, and key accomplishments
Customer Service Team Leader
Crash Media Company Limited
Sep 2025 - Present (6 months)
Lead and coach the Customer Support team to improve CSAT, response times, and resolution rates while managing KYC/AML compliance and escalations across channels.
Quality Control Analyst
Kaizen Gaming Nigeria Limited
Apr 2023 - Jul 2025 (2 years 3 months)
Assessed agent performance across channels using QA scorecards, analysed CSAT/DSAT trends, and drove recommendations and training to improve service quality and compliance.
Team Leader, Customer Service
Sporty Internet Limited
Jan 2020 - Mar 2023 (3 years 2 months)
Supervised and trained customer service and back-office agents, monitored KPIs, resolved complex issues, and implemented operational improvements to boost efficiency and service quality.
Customer Service Representative
Sporty Internet Limited
Oct 2017 - Dec 2020 (3 years 2 months)
Handled customer inquiries via phone, email, and chat, maintained CRM records, assisted with account setup and troubleshooting, and met performance metrics for response and resolution.
Sales and Marketing Manager
Infinity Microfinance Bank
Feb 2016 - Sep 2017 (1 year 7 months)
Led customer acquisition and field sales for loan and savings products, conducted market surveys, and managed client relationships to grow the bank's customer base.
Education
Degrees, certifications, and relevant coursework
Federal College of Fisheries and Marine Technology
Higher National Diploma, Maritime Transport & Business Management
Completed a Higher National Diploma in Maritime Transport & Business Management, focusing on maritime operations and business administration aspects.
Federal College of Fisheries and Marine Technology
National Diploma, Marine Engineering
Completed a National Diploma in Marine Engineering, covering fundamentals of marine systems and engineering principles.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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