Lilian Ideh

Managed customer enquiries via phone, email, and live chat regarding international shipments, delivery timelines, customs documentation, and freight services. Coordinated with warehouse, transportation, customs clearance, and operations teams to resolve shipment delays, damaged goods, and delivery exceptions.

Handled 80-100+ customer interactions daily via call and email, resolving issues related to account access, transactions, POS services, and mobile banking platforms. Delivered empathetic, SLA-compliant customer service while maintaining strict data confidentiality in line with CBN regulatory requirements.

Managed outbound and inbound communication to guide international applicants through the full scholarship qualification process across 10+ partner universities. Maintained a strict 48-hour first-contact SLA for all new leads, achieving high pipeline conversion through consultative advice on degree programmes, diplomas, and short courses.

Managed 100+ daily customer interactions for MultiChoice Nigeria, handling subscription queries, complaints, and service requests across telephone channels. Drove a 30% quarterly revenue increase through targeted customer retention initiatives, including proactive churn mitigation calls and tailored reactivation offers.

Handled inbound calls and emails for a digital finance/cryptocurrency exchange platform, resolving client inquiries and complaints with speed and accuracy. Performed KYC (Know Your Customer) identity verification on the company's digital platform, ensuring regulatory compliance.

Prepared lesson notes and instructional materials, and developed and marked class assignments, tests, and examinations. Monitored student attendance and maintained accurate academic records.

Earned a Bachelor of Science degree in Psychology and Sociology from the University of Nigeria, Nsukka in 2018.

Completed the West African Senior School Certificate (WASSCE) at St. Joseph Girls Secondary School in 2010.