kesea idika
@keseaidika
I am a customer service team lead improving satisfaction through efficient issue resolution.
NigeriaWhat I'm looking for
I am a dedicated customer service professional with an MSc in Management and a BTech in Logistics Management. I have built my career resolving complex customer issues and improving service operations across financial services.
Since February 2022 I have led a Customer Service team at FairMoney Microfinance Bank, coordinating daily activities, monitoring KPIs, ensuring SOP and SLA adherence, and producing performance reports to drive efficiency.
Previously I worked as a Customer Service Representative at Moniepoint Group and as a Contact Center team member at Union Bank, where I developed strengths in CRM, multi-channel communication, and technical POS device knowledge.
I have been recognized as Resolution Champion (2023, 2024), Customer Service Champion (2020) and Call Champion (2018) for consistently high ticket resolution and cross-sell performance, and I bring strong empathy, problem solving and data analysis to every role.
Experience
Work history, roles, and key accomplishments
Team Lead Customer Service
FairMoney Microfinance Bank
Feb 2022 - Present (3 years 7 months)
Lead the customer service team to improve processes and meet KPIs, driving organizational efficiency; resolved 9,567 tickets in 2023 and 11,010 tickets in 2024 as Resolution Champion.
Customer Service Representative
Moniepoint Group
Jul 2019 - Jan 2022 (2 years 6 months)
Resolved customer discrepancies within agreed TAT and promoted banking products to increase revenue; resolved 11,234 tickets and cross-sold 456 POS terminals as Customer Service Champion in 2020.
Contact Center Team Member
Union Bank of Nigeria
Sep 2017 - Jun 2019 (1 year 9 months)
Handled contact center inquiries, identified root causes and escalated complex issues to specialists; recognized as Call Champion in 2018 after resolving 2,459 cases.
Education
Degrees, certifications, and relevant coursework
FOFederal University of Technology Owerri
Master of Science, Management
Completed Master of Science in Management at the Federal University of Technology Owerri in 2024.
FOFederal University of Technology Owerri
Bachelor of Technology, Logistics Management
Completed Bachelor of Technology in Logistics Management at the Federal University of Technology Owerri in 2015.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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