Open to opportunities

Evelyn Imoh

@evelynimoh

Message

Customer-focused operations leader with expertise in contact centers and analytics.

Nigeria

Message

What I'm looking for

I seek a customer-focused operations role where I can lead support teams, use data to improve performance, and drive process improvements in a collaborative, growth-oriented company.

I am a customer service and operations professional with over four years of experience in financial services and fintech environments, combining contact center supervision with data-driven operations and performance monitoring.

At RavenPay and Fidelity Bank I led and coached support teams, monitored KPIs, generated management reports, and used data analysis to improve service quality and operational efficiency.

My achievements include driving a 20% reduction in Average Handling Time through process analysis, improving daily operational performance, and overseeing accurate reconciliation and reporting for loan repayments.

I bring accuracy, empathy, adaptability, and a commitment to building high-performing, customer-focused teams that deliver measurable improvements in service and productivity.

Experience

Work history, roles, and key accomplishments

Current

Operations Lead

Current

RavenPay

Jan 2025 - Present (1 year 2 months)

Lead performance and operations analytics for loan repayment processes, improving operational performance through daily verification, reconciliation, and data-driven process improvements that increased productivity against targets.

Operations & Analytics Reconciliations Performance Monitoring Reporting Excel CRM Data Analysis

Contact Center Supervisor

RavenPay

Sep 2024 - Sep 2024 (0 months)

Supervised daily contact center operations and coached agents to improve KPIs, reducing average handling time and improving service efficiency through monitoring, call evaluation, and targeted coaching.

KPIs Coaching performance reporting CRM Communication

Customer Support

RavenPay

Jul 2024 - Jul 2024 (0 months)

Provided multi-channel customer support, escalated complex issues, and documented interactions to support process improvements and accurate dispute resolution tracking.

Customer Support Escalation Management Email Support Chat Support Ticketing Documentation CRM Issue Tracking

Contact Centre Analyst

Fidelity Bank Plc

May 2022 - Apr 2024 (1 year 11 months)

Generated MIS and performance reports, analyzed CRM logs to drive contact center improvements, and achieved a 20% reduction in average handling time through data-driven process changes.

Data Analysis Performance Monitoring Excel Contact Center Operations

Customer Service Agent

Crumbles Chef Academy

Jun 2022 - Apr 2023 (10 months)

Handled customer inquiries and complaints, promoted products and services aligned to customer needs, and contributed to strategies that improved customer experience and loyalty.

Customer Service Complaint Resolution Upselling Communication Customer Retention CRM

Data Entry Specialist

Dezern Nigeria Limited

Nov 2017 - Feb 2020 (2 years 3 months)

Entered and maintained production and inventory data for lubricant manufacturing, supporting inventory tracking and ensuring accurate recording of inputs and outputs in internal systems.

Data Entry Accuracy MS Excel Record keeping

English Language Teacher

National Youth Service Corps

Nov 2016 - Nov 2017 (1 year)

Taught English at Metropolitan Girls School during NYSC, delivering lesson plans and classroom management to support student learning over the service year.

Teaching Lesson planning Classroom Management Communication