Open to opportunities

Kingsley Julius Inenemoh

@kingsleyjuliusinenem

Message

I lead customer service operations and turn customer data into actionable business insights.

Nigeria

Message

What I'm looking for

I'm looking for a role where I can lead customer operations, use data and business intelligence to improve customer experience, and drive measurable service improvements.

At InTouch Group, I lead a 10–20 person customer service team and use Power BI, Tableau, and Advanced Excel to improve service performance. My process improvements and staff training increased CSAT by up to 25%.

I build interactive KPI dashboards, analyze customer interaction data, and present weekly and monthly performance insights to senior management. I’ve also reduced complaints, escalations, response times, and manual reporting through workflow optimization and data-driven solutions.

Previously at Deekay Group of Companies, I supervised daily customer service operations, tracked FCR, SLA, and response-time metrics, and improved efficiency by over 20%. I developed Excel-based reports, coached new hires, and helped identify service gaps.

I bring hands-on experience in customer experience strategy, CRM data management, quality assurance, churn reduction, stakeholder reporting, and customer support across phone, email, and chat.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Manager / Data Analyst

Current

InTouch Group

Jun 2000 - Present (26 years 2 months)

Led a team of 10-20 customer service representatives, improving CSAT scores by up to 25% through process improvements and staff training. Designed and maintained interactive dashboards using Power BI and Tableau to monitor KPIs and operational performance.

Power BI Tableau Pivot Tables Power Query Data Analysis KPI Tracking Dashboard Development Customer service management Team Leadership Process Improvement Quality Assurance CRM Systems Root Cause Analysis

Customer Service Supervisor / Data Support Analyst

Deekay Group of Companies

Aug 2018 - Aug 2018 (0 months)

Supervised daily customer service operations and supported team members in handling complex customer issues. Monitored team performance metrics including FCR, SLA, and response time, improving efficiency by over 20%.

Customer service management Team Supervision Data Analysis Excel reporting Performance Metrics Training Coaching Process Improvement

Customer Service Representative

Flawless Shatura Limited

Jan 2016 - Apr 2018 (2 years 3 months)

Handled high-volume customer inquiries via phone, email, and chat while maintaining high service standards. Achieved consistent high CSAT ratings and met performance targets.

Customer Service CRM Systems Issue Resolution Escalation Management