Loveling Augustine Samuel
@lovelingaugustinesam
Customer Support & Onboarding Specialist | KYC Verification | Escalations Management
NigeriaWhat I'm looking for
I am a customer support and onboarding specialist with four years of experience across fintech, energy, and BPO. My work combines high-volume customer service, KYC verification, account activation, escalation ownership, and practical process improvements.
At Watu Credit, I consistently exceed my assigned monthly onboarding target of 4,500 while maintaining 98% verification accuracy. I reduced KYC application rejections by 20% through error-pattern identification and client callbacks, and reduced credit sales activation time by 12%.
Previously, I served as the primary escalation point for a nine-person support team at Sterling Oil. I implemented an escalation strategy that raised team QA scores from 82.5% to 93.1% and reduced average escalation resolution time from two hours to under one hour. At iSON Xperiences, I achieved 94.7% CSAT and 89.4% first-contact resolution while handling 200+ inbound support tickets daily.
My hands-on tools include Zendesk, Intercom, Slack, Mifos, Avaya, Google Workspace, and Zoom. I am also self-trained in HubSpot, Salesforce, and Freshdesk; I have not yet used these three tools on the job.
Based in UTC+1, I am available for remote independent-contractor roles with US, UK, and EMEA employers. My home office has backup power and redundant internet.
Portfolio: https://lovelingaugustingsamuelportfolio.lovable.app
Experience
Work history, roles, and key accomplishments
Customer Support & Onboarding Specialist
Watu Credit
May 2026 - Present (5 months)
Exceed the monthly onboarding target of 4,500, handling 150+ daily interactions across KYC, onboarding and account activation with 98% verification accuracy. Reduced KYC rejections by 20% through error analysis and client callbacks, and cut activation time by 12%. Escalated recurring device-lock issues, prompting self-service unlock guidance.
Customer Support Lead - Escalations
Sterling Oil Exploration & Energy Production Company
Jan 2024 - Mar 2026 (2 years 2 months)
Led escalations for a nine-person support team, raising QA from 82.5% to 93.1%. Handled 20+ escalated tickets daily and cut average resolution time from two hours to under one hour. Built training standards and a QA scoring template. De-escalated a delivery dispute, avoiding potential loss of a ₦20 million account. Service recovery coincided with 18% fewer refunds and cancellations.
Customer Service Representative
iSON Xperiences
Jan 2022 - Dec 2023 (1 year 11 months)
Resolved 200+ inbound support tickets daily with 94.7% CSAT, 89.4% FCR and 2m 40s average handling time. Conducted KYC and account-ownership verification, including SIM-swap checks and fraud escalation. Reduced repeat calls by 14% through customer education. Earned performance incentives three times and mentored colleagues on QA.
Education
Degrees, certifications, and relevant coursework
Oxford Home Study Centre
Diploma, Customer Services
Completed a Diploma in Customer Services focused on customer service principles and best practices.
iSON Xperiences
Certificate, Customer Services
Completed a Certificate in Customer Services focused on contact center operations and customer support practices.
Scholars International Institute of Technology
Diploma, Information Security & Cyber Law
Completed a Diploma in Information Security & Cyber Law with focus on data protection, compliance, and secure handling of customer information.
Availability
Location
NigeriaAuthorized to work in
Social media
Job categories
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