Open to opportunities

Edesiri Agino

@edesiriagino

Message

I deliver high-impact customer support, boosting renewals, CSAT, and retention.

Nigeria

Message

What I'm looking for

I’m looking for a customer-focused team where I can lead support outcomes, improve KPIs, and strengthen customer relationships through smart SOP/process improvements, coaching, and data-driven problem solving.

I’m a customer-oriented professional and client relationship specialist known for problem-solving, active listening, and fast, courteous resolution in fast-paced environments. Over the past years, I’ve managed 20+ enterprise accounts and improved client outcomes by identifying issues early—boosting renewal rate by 98% and raising CSAT to 96% over three years.

I also lead teams and optimize operations: I proactively redesigned SOPs to cut resolution time by 35%, spearheaded training and initiatives that increased revenue growth by 23%, and decreased churn by 45% through personalized support and risk mitigation. In leadership roles, I maintained 99.5% SLA adherence, revamped KPIs to improve resolution time and productivity by 45%, and drove knowledge-based programs that increased first call resolution by 45% while reducing handling time by 21%.

Experience

Work history, roles, and key accomplishments

Current

Client Relationship Specialist

Current

Tahor Solution Limited

Jan 2020 - Present (6 years 5 months)

Managed a portfolio of 20+ enterprise accounts via calls, chat, and email, improving client renewals by 98% and CSAT to 96% over 3 years. Redesigned SOPs to cut resolution time by 35% and identified upsell/cross-sell opportunities to drive 23% revenue growth.

Client Relationship Management CRM Zendesk Zoho Customer Retention CSAT SOP Development Upselling Cross selling

Team Lead, Customer Support

Cyberspace Nigeria

Jan 2018 - Jan 2019 (1 year)

Led end-to-end support for high-level B2B clients, maintaining 99.5% SLA adherence while improving resolution time and team productivity by 45%. Deployed automated ticketing workflows and knowledge resources, reducing manual work by 35%, cutting churn by 25%, and increasing engagement by 20%.

Customer Support Leadership SLA Ticketing Systems CRM Reporting KPI Optimization Workflow Automation Knowledge Base Management Live Chat Support

Call Center Manager

Visafone Communications Limited

Jan 2013 - Jan 2016 (3 years)

Managed call center operations serving 2.5 million+ subscribers and consistently met Quality Assurance and annual service targets. Implemented workforce optimization and coaching to improve agent satisfaction and increase staff efficiency by 30%.

Call Center Operations Team Leadership Quality Assurance Workforce Optimization performance reporting SLA Management Training & Coaching

Customer Service

Visafone Communications Limited

Jan 2010 - Jan 2012 (2 years)

Analyzed daily, weekly, and monthly performance reports to identify trends and areas for opportunity, presenting findings to management. Helped drive workforce optimization initiatives that improved agent satisfaction and increased staff efficiency by 30%.

Customer Service Performance Analytics Workforce Optimization Active Listening Empathy

Call Center Agent

Visafone Communications Limited

Jan 2008 - Jan 2009 (1 year)

Handled an average of 120 inbound calls per 6-hour shift, achieving a 95% customer satisfaction rating. Resolved issues on first contact in 87% of cases using targeted troubleshooting and escalated unresolved items to improve customer satisfaction by 15%.

Inbound Calls Customer Support Troubleshooting Escalation Management Customer Satisfaction Follow Up & Resolution Tracking