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Joseph Uduaghan

@josephuduaghan

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Customer service representative at ForteBet Nigeria Limited who improved service quality scores by 32% in 60 days.

Nigeria

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At ForteBet Nigeria Limited, I led quality assurance operations across customer support and retail betting channels, improving service quality scores by 32% within 60 days. I also introduced a QA framework covering customer interactions across chat, calls, and email.

I analyzed more than 5,000 monthly interactions and used the findings to guide coaching that improved CSAT by 18%. I developed training programs for customer service and retail agents, reducing average onboarding time by 25%.

At Fortebet Limited, I managed live chat, email, social media, and phone workflows while maintaining 95%+ SLA adherence. I worked with Payments and Fraud to streamline withdrawal verification and reduce player wait times.

At Kaizen Gaming (Betano), I led customer service operations and developed chatbot workflows and knowledge bases using Moveo.AI. Earlier, at Unateus, I supported customers and telesales, achieving 110–130% of monthly sales targets.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

ForteBet Nigeria Limited

Sep 2023 - Present (3 years 2 months)

Led end-to-end Quality Assurance operations across customer support and retail betting channels, improving service quality scores by 32% within 60 days. Designed and implemented a structured QA framework covering 100% of customer interactions, increasing compliance adherence from 78% to 95%.

Quality Assurance KPI development Training Compliance Data Analysis Reporting Customer Service

Customer Service Representative

Fortebet Limited

May 2022 - Sep 2023 (1 year 4 months)

Managed daily workflows for Live Chat, Email, Social Media and Phone queues, ensuring consistent 95%+ SLA adherence during high-traffic events. Oversaw weekly QA calibration sessions, improving the team's First Contact Resolution rate by 90% within 30 days.

Customer Service SLA Management Quality Assurance Escalation Management Process Improvement Retention Strategy

Customer Service Team Leader

Kaizen Gaming (Betano)

Mar 2021 - Feb 2022 (11 months)

Led a customer support operation comprising 22 in-house employees and 50+ BPO agents, consistently achieving 95%+ service level adherence and operational performance targets. Established and monitored customer service KPIs, resulting in a 20% increase in team productivity.

Team Leadership KPI Management Training Process Improvement Chatbot Development Moveo.Ai Reporting

Customer Support Specialist/Telesales

Unateus

Jul 2020 - Dec 2020 (5 months)

Handled 100+ daily inbound and outbound customer interactions, providing timely support via phone, chat, and email with a 95%+ satisfaction rate. Achieved 110–130% of monthly sales targets through effective upselling and cross-selling of products.

Customer Support Telesales Upselling Cross Selling CRM Order Processing Complaint Resolution