Open to opportunities

Deborah Utin

@deborahutin

Message

Customer service and operations leader driving retention and high-performing remote teams.

Nigeria

Message

What I'm looking for

I seek remote full-time or contract roles where I can lead/support high-volume customer operations, improve retention, coach teams, and optimize CRM-driven processes.

I am a customer service and operations professional with over five years' experience leading frontline teams, resolving complex escalations, and improving retention through CRM-driven strategies. I have a proven track record of meeting SLAs and KPIs, training and coaching staff, and improving processes to boost efficiency and customer satisfaction.

My background includes managing high-volume support operations both remotely and onsite, implementing tools like HubSpot and Zendesk, and delivering measurable improvements—including a 95% escalation resolution rate and a 45% increase in customer retention. I thrive in asynchronous, virtual environments, taking independent ownership of tasks while collaborating effectively across teams.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Frontline Manager

Current

Zenith Bank Plc

Jan 2021 - Present (4 years 11 months)

Lead and supervised a frontline customer service team, achieving consistent KPI targets and driving a 95% escalation resolution rate while reducing average resolution time by 1 hour daily and improving customer retention by 45%.

Customer Service Escalations HubSpot Zendesk Team Leadership Remote Collaboration

Administrative Assistant

Ugolab Production

Jan 2020 - Jan 2021 (1 year)

Managed high-volume client communications and records, reducing response backlog by 30% and improving team coordination through training on productivity and collaboration tools.