@jennifernwagugu
Customer Success Manager at ALX Nigeria who built a QA scorecard and KPI framework from scratch for a 14-agent support team.
NigeriaAt ALX Nigeria, I lead a 14-agent call and community support team across phone, email, and WhatsApp. I built the team’s QA scorecard, KPI framework, and performance dashboard from scratch, and coach agents to close quality gaps.
I own escalated customer issues through to resolution and share recurring feedback with leadership and partner teams. I also manage the ALX Nigeria WhatsApp channel, which grew organically from 4,000 to 8,000 followers.
Work history, roles, and key accomplishments
ALX Nigeria
Jul 2025 - Present (1 year 3 months)
Lead and supervise a 14-agent call and community support team across phone, email, and WhatsApp. Built QA scorecard, KPI framework, and performance dashboard; manage escalations and report insights to leadership.
CxOutsourcing
Mar 2024 - Jun 2025 (1 year 3 months)
Handled inbound and outbound customer calls and DMs, logging every interaction in Ruut CRM.
Paradigm Studios
Jan 2022 - Dec 2023 (1 year 11 months)
Led daily member support for a remote creator community on Discord, resolving issues and escalating where needed.
Degrees, certifications, and relevant coursework
Bachelor of Science, Political Science
Bachelor of Science in Political Science from the University of Nigeria, Nsukka.
Google Data Analytics Programme, Data Analytics
Completed the Google Data Analytics Programme.
Data Analytics Programme, Data Analytics
Completed the Data Analytics Programme at ALX Africa.
ALX Virtual Assistant Programme, Virtual Assistance
Completed the ALX Virtual Assistant Programme.
Software and tools used professionally
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