Open to opportunities

Leye Krown

@leyekrown

Customer Experience & operations professional who improves CSAT, scales multi-channel support, and thrives in async remote teams.

Nigeria

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What I'm looking for

I’m looking for a remote-friendly role where I can own customer experience and operations in a high-volume environment—improving CSAT, building/maintaining SOPs and playbooks, and collaborating asynchronously to solve issues fast.

I’m a customer experience and operations professional with 4+ years at a fast-scaling logistics technology company in Nigeria. I manage high-volume, multi-channel support across Intercom and Zendesk, and I’m known for clear escalation management and quick responses. I work independently with strong written communication and async collaboration to deliver results without micromanagement.

I’ve maintained 93%+ personal CSAT and helped grow team CSAT from below 40% to 77% in seven months, while resolving 4,000+ daily operational issues. I also onboarded vendors and riders (B2B and B2C) and authored FAQs, macros, and playbooks that are still used by my team. Whether handling third-party integrations or drafting customer-facing documentation, I focus on service quality, customer trust, and continuous process improvement.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Chowdeck Logistics Technology

Apr 2025 - Dec 2025 (8 months)

Managed 2,000+ daily customer interactions across Instagram, Twitter, WhatsApp, in-app chat, and email while using Intercom for ticket management and escalations. Maintained strong CSAT and improved engineering turnaround by escalating product bugs with detailed context and customer impact.

Intercom Zendesk CSAT Ticketing Escalation Management Technical Writing Merchant Onboarding Bug Reporting

Operations Support Specialist

Chowdeck Logistics Technology

Oct 2023 - Mar 2025 (1 year 5 months)

Supported resolution of 4,000+ daily operational issues as part of a 21-person support team. Improved SOPs and identified workflow bottlenecks to reduce manual ticket volume and strengthen escalation paths.

Operational Support SOP Development Escalations Workflow Optimization Process documentation Quality Standards Google Sheets

Customer Support Representative

Chowdeck Logistics Technology

Dec 2021 - Oct 2023 (1 year 10 months)

Founding support team member who built the support function using Intercom and Zendesk while maintaining sub-2-minute first response times in high-volume periods. Achieved 93%+ CSAT, onboarded vendors and riders, and created macros and FAQs to reduce repeat inquiries.

Intercom Zendesk Customer Support CSAT First Response Time (FRT)Macros FAQs

Sales Executive

Diamond Bank

Mar 2014 - Jan 2015 (10 months)

Independently acquired and onboarded 500+ customers, managing the full sales cycle to exceed monthly targets. Maintained strong customer satisfaction throughout the onboarding process and contributed to branch revenue growth.

Customer Acquisition Sales Cycle Management Customer Onboarding Relationship Management Commission Based Sales Reporting Customer Service