# Eseoghene Olivia Kakpovbia

Eseoghene Olivia Kakpovbia is a remote worker on Himalayas, Customer Support Specialist at 22Bet, based in Nigeria.

Source: https://himalayas.app/@eseogheneoliviakakpo

```text
Customer Service & Customer Experience Specialist improving CSAT, FCR, and AHT through empathetic omnichannel support.
```

| Detail | Value |
| --- | --- |
| Availability | Open to opportunities |
| Location | Nigeria |
| Authorized to work in | Nigeria |
| Job categories | Customer Experience Specialist, Customer Support Specialist, Affiliate Manager, Customer Experience Specialist, CX Specialist, Customer Service Professional, Call Center Representative |
| Skills | Excel, Customer Experience Management, Omni Channel Support, Email Support, Phone Support, Customer Satisfaction, First Contact Resolutions, Average Handling Time (AHT) Optimization, Customer Retention, Complaint Resolution, Escalation Management, De Escalation Techniques, Active Listening, Support Operations, Process Optimization, KPI Tracking, performance reporting, Trend Analysis, Affiliate Management, Partner Relationship Management, Business Development Support, Cross Functional Collaboration, Customer Relationship Management, Problem Solving, Attention To Detail, Freshdesk, Freshchat, FreshCaller, Zendesk, Intercom, Live Chat, Convox, Communication Skills, Microsoft Word, Figma, Adobe XD, UI UX Design, Salesforce, PowerPoint |

## What I'm looking for

```text
I’m looking for a role where I can drive measurable CX improvements across omnichannel channels—improving CSAT, FCR, and AHT—while using CRM tools, escalation processes, and empathetic communication in a fast-paced, KPI-driven team.
```

## About

```text
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

### Customer Support Specialist (current)

22Bet. Jul 2023 - Present

```text
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.
```

Skills: FCR, CSAT, AHT, Escalation-Management, SLA, Workflow-Optimization, CRM-Support

### Affiliate Manager & Support

Naira Bet. May 2023 - Jul 2023

```text
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.
```

Skills: Affiliate-Management, Partner-Relationship-Management, Compliance-Monitoring, ROI-Tracking, Performance-Analytics, Campaign-Optimization, Cross-Functional-Collaboration

### Contact Center Agent

Naira Bet. Sep 2021 - May 2023

```text
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.
```

Skills: FCR, CSAT, Complaint-Resolution, Outbound-Calling, Active-Listening, Process-Optimization, Knowledge-Sharing

## Education

### E-Learning College

Certification, Human Resource Management. 2021 - Present

```text
Completed a Human Resource Management certification through E-Learning College.
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### Delta State University

Bachelor of Education, Guidance and Counseling

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Earned a Bachelor of Education in Guidance and Counseling from Delta State University.
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### Imo State University

Master of Science, Public Health

```text
Earned a Master of Science in Public Health from Imo State University.
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### E-Learning College

Certification, Customer Service. 2021 - Present

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Completed a Customer Service certification through E-Learning College.
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### Delta State University

Diploma, Computer Science

```text
Completed a Diploma in Computer Science at Delta State University.
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### E-Learning College

Certification, UI Design. 2023 - Present

```text
Completed training in User Interface Design with Figma through E-Learning College.
```

### E-Learning College

Certification, UI/UX Design. 2022 - Present

```text
Completed a UI/UX Design certification via E-Learning College.
```

## Tech stack

- Salesforce
- LiveChat
- Gmail
- Freshchat
- Figma
- Adobe XD
- Zendesk
- Microsoft Excel
- Convox
- FreshDesk
- Enhance
- Increase

To contact Eseoghene Olivia, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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