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%.

