Eseoghene Olivia Kakpovbia
@eseogheneoliviakakpo
Customer Service & Customer Experience Specialist improving CSAT, FCR, and AHT through empathetic omnichannel support.
NigeriaWhat I'm looking for
I’m a Customer Service and Customer Experience Specialist with 4+ years of experience delivering high-quality, multi-channel support across phone, email, live chat, and social platforms in fast-paced environments, including iGaming and sports betting. I’m known for improving customer outcomes through accurate issue diagnosis, timely resolutions, and empathy-driven communication.
In my current role, I’ve improved First Contact Resolution (FCR) by 18%, increased Customer Satisfaction (CSAT) by 12%, and reduced Average Handling Time (AHT) by 15% through workflow optimization and process improvements. I provide omnichannel support for product and service inquiries, escalate complex cases with clear documentation, and ensure alignment with SLAs to protect customer journeys.
Previously, I’ve also coordinated support and partner-focused work—boosting affiliate engagement and conversions while monitoring compliance, performance metrics, and partner relationships. I enjoy cross-functional collaboration with product, marketing, and operations teams to implement customer-focused improvements that translate into measurable KPI gains.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
22Bet
Jul 2023 - Present (2 years 11 months)
Improved First Contact Resolution (FCR) by 18% and increased CSAT by 12% by delivering empathetic, solution-oriented support across phone, email, live chat, and social channels. Reduced AHT by 15% through workflow optimization, while escalating complex issues and ensuring SLA-compliant documentation.
Affiliate Manager & Support
Naira Bet
May 2023 - Jul 2023 (2 months)
Increased affiliate engagement and conversions by 13% through personalized support, compliance monitoring, and performance analysis. Improved affiliate ROI by 10%, grew active affiliates by 8%, and provided actionable partner insights to optimize acquisition campaigns.
Contact Center Agent
Naira Bet
Sep 2021 - May 2023 (1 year 8 months)
Improved FCR by 14% and increased CSAT by 11% by providing accurate, timely resolutions with empathetic, active listening across phone, email, and live chat. Reduced response time for high-volume inquiries by 12% using process optimization, knowledge sharing, and outbound follow-ups for complaint resolution.
Education
Degrees, certifications, and relevant coursework
E-Learning College
Certification, Human Resource Management
2021 -
Completed a Human Resource Management certification through E-Learning College.
Delta State University
Bachelor of Education, Guidance and Counseling
Earned a Bachelor of Education in Guidance and Counseling from Delta State University.
Imo State University
Master of Science, Public Health
Earned a Master of Science in Public Health from Imo State University.
E-Learning College
Certification, Customer Service
2021 -
Completed a Customer Service certification through E-Learning College.
Delta State University
Diploma, Computer Science
Completed a Diploma in Computer Science at Delta State University.
E-Learning College
Certification, UI Design
2023 -
Completed training in User Interface Design with Figma through E-Learning College.
E-Learning College
Certification, UI/UX Design
2022 -
Completed a UI/UX Design certification via E-Learning College.
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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