Open to opportunities

Koseunti Samuel

@koseuntisamuel

Message

I lead customer support operations that improve satisfaction, retention, and service quality.

Nigeria

Message

What I'm looking for

I'm looking to lead customer support and customer experience operations where I can develop teams, improve service quality, use data to reduce customer friction, and partner across Product, Risk, and Operations to deliver measurable outcomes.

I lead end-to-end customer support operations at QuickCheck, managing high-volume fintech transactions, payment operations, reconciliations, disputes, and sensitive customer interactions.

I've built support strategies, SOPs, SLAs, and quality assurance frameworks that improve service consistency and reduce escalations. Using Metabase dashboards for CSAT, first response time, and resolution time, I turn performance data into practical operational improvements.

Previously, at GIGM, I supervised contact centre operations and implemented improvements that increased customer satisfaction by 15%. At ISON BPO supporting MTN Nigeria, I led more than 20 agents, achieved 90% quality scores, improved closed-loop feedback to 80%, and maintained over 75% prompt issue resolution.

I'm passionate about developing high-performing teams and partnering with Product, Risk, and Operations teams to remove customer friction, strengthen retention, and deliver better customer journeys.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Lead/Manager

Current

QuickCheck

Apr 2021 - Present (5 years 4 months)

Lead end-to-end customer support operations in a fintech environment, handling high-volume transactions and sensitive financial interactions. Developed and enforced SOPs, SLAs, and quality assurance frameworks to standardise service delivery and ensure compliance with internal policy.