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John Awojayi

@johnawojayi

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Data-informed Customer Support Analyst improving omnichannel resolution and SLA.

Nigeria

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What I'm looking for

I’m looking for a remote customer support role where I can use ticket analytics, SLA monitoring, and AI-assisted tools to improve first-contact resolution, reduce repeat contacts, and strengthen CRM data quality—while working async across time zones.

I’m a data-informed Customer Support Analyst with 2.5+ years of high-volume omnichannel experience at United Bank for Africa (UBA). I combine frontline support with an analytical mindset—tracking ticket trends, identifying recurring issues, monitoring SLA performance, and driving process improvements.

At UBA, I maintained a 95%+ first-contact resolution rate across 60+ daily interactions, with 100% CRM logging accuracy. I proactively flagged at-risk tickets, reduced repeat contact rates by diagnosing root causes, and used CRM analytics plus AI-assisted support tools to automate ticket tagging and streamline escalation workflows.

I collaborate cross-functionally through internal ticketing workflows with fraud, operations, and IT to ensure complete documentation and audit trails. I’m immediately available for a remote role and flexible across GMT/EST/PST time zones, ready to translate support data into measurable customer experience gains.

Experience

Work history, roles, and key accomplishments

Call Centre Officer - Analysis

United Bank for Africa (UBA)

Dec 2024 - Apr 2026 (1 year 4 months)

Analyzed high-volume support tickets (60+ calls, 30+ emails) to identify recurring issues and escalation triggers, reducing repeat contacts by diagnosing root causes. Maintained 100% adherence to response-time SLA targets and produced reliable audit trails for quality reviews and trend reporting using CRM data.

Support Ticket Analysis SLA Root Cause Analysis CRM Audit Trails Escalation Handling Ticket Tagging Automation Cross functional Coordination

Customer Support Analyst

United Bank for Africa (UBA)

Oct 2023 - Apr 2026 (2 years 6 months)

Delivered data-informed omnichannel customer support, maintaining 95%+ first-contact resolution across 60+ daily interactions with 100% CRM logging accuracy. Monitored SLA compliance, identified recurring issue patterns, and used CRM analytics and AI-assisted tools to automate ticket tagging and streamline escalations.

First Contact Resolutions Root Cause Analysis SLA Omni Channel Support CRM Data Management

Customer Service Representative

United Bank for Africa (UBA)

Oct 2023 - Nov 2024 (1 year 1 month)

Served 40+ customers daily while logging complete interaction details in CRM systems with a focus on service quality and data integrity. Identified recurring enquiry themes to update FAQs, supported end-to-end onboarding with zero processing errors, and improved compliance reporting through accurate documentation.

Customer Service Enquiry Categorization Service Quality Reviews Compliance Documentation Onboarding Data Integrity