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Kasarachi Emereonye

@kasarachiemereonye

Customer Experience Team Lead at Momentum Group (SpinBit), who improved first-response time by 20% through queue prioritization and SOP refinement.

Nigeria

Message

At Momentum Group (SpinBit), I hired, led, mentored, and coached a team of 24 customer support agents. I improved first-response time by 20% through queue prioritization and SOP refinement, and improved resolution quality by 25% through QA calibration and ticket spot-checks.

At Prospa Technologies, I coached customer support agents and improved CSAT by 20% and team performance by 35% through structured 1:1s and individual KPI accountability. Earlier at Renmoney Microfinance Bank, I led a multi-channel support team serving B2B merchants across Nigeria, raising CSAT from 80% to 92%.

Experience

Work history, roles, and key accomplishments

Senior Customer Support Team Lead

Momentum Group (SpinBit)

Jan 2025 - Jan 2026 (1 year)

Led and coached a team of 24 customer support agents, improving first-response time by 20% and resolution quality by 25% through KPI dashboards and QA calibration.

Team Leadership Coaching KPI Management CSAT AHT FCR SLA Intercom Scorebuddy Workforce Scheduling Escalation Management Cross Functional Collaboration

Customer Operations Manager

Prospa Technologies

Jan 2024 - Jan 2025 (1 year)

Supervised and coached customer support agents, improving CSAT by 20% and team performance by 35% within six months. Reduced escalations by 20% through root-cause fixes with Product and Engineering.

Team Leadership Coaching KPI Management CSAT NPS CES Dashboarding Documentation AI Chatbot Flows Macros Remote Team Collaboration

Customer Service Team Lead

Renmoney Microfinance Bank

Jan 2022 - Jan 2024 (2 years)

Led a multi-channel support team for B2B merchants, raising CSAT from 80% to 92% and improving resolution time by 25%. Drove a 65% increase in first-contact resolution.

Team Leadership CSAT SLA KPIs First Contact Resolutions Escalation Management Product Knowledge Fraud Detection Coaching

Customer Service Analyst

Renmoney Microfinance Bank

Jan 2018 - Jan 2022 (4 years)

Delivered first-level support across account management, loan restructuring, repayments, and investment queries. Contributed to an 80% first-contact resolution rate and raised satisfaction scores by 10%.

Customer Support First Contact Resolutions Product Knowledge Survey Data Analysis