Open to opportunities

Esther Akwuba

@estherakwuba

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I lead customer service teams that improve satisfaction, retention, and sales.

Nigeria

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What I'm looking for

I'm looking to lead or support customer-focused teams where I can improve service quality, coach people, resolve complex customer issues, strengthen retention, and optimize operational processes.

At EasyBuy, I lead a 20-person customer service team, using weekly coaching to boost individual performance by 15% while maintaining 95% customer satisfaction across daily operations and ticket queues.

Previously at BQUIN'S SOLUTION LTD, I reduced turnover by 30% through stronger training and team-culture initiatives. I also increased CSAT by 10% after launching a quality assurance system and reported customer trends and operational bottlenecks to senior leadership.

My customer operations background spans Jumia Nigeria, Bangbet, IROKOTV, and Synchrotechnical Limited. I've handled escalations, email, social media, live chat, finance requests, refunds, account support, technical issue resolution, lead generation, and sales conversations.

I enjoy building customer relationships, resolving difficult issues quickly, and improving the processes that help teams deliver quality service at speed.

Experience

Work history, roles, and key accomplishments

Customer Service Team Lead

EasyBuy

Jan 2025 - Dec 2026 (1 year 11 months)

Mentored a team of 20 representatives, boosting individual performance by 15% through weekly coaching. Maintained 95% customer satisfaction while managing daily operations and ticket queues, and rescued at-risk accounts by handling high-level escalations and conflict resolution.

Customer Service Team Leadership Coaching Conflict Resolution Escalation Management Customer Satisfaction Operations Management