Loveling Augustine Samuel
@lovelingaugustinesam
Customer support specialist delivering high-SLA outcomes across travel, telecom, energy, and insurance.
NigeriaWhat I'm looking for
I am a customer support specialist with 4+ years of experience across telecom, travel, energy, and insurance environments, focused on high-volume ticket resolution and escalation ownership in remote, SLA-driven operations.
I consistently delivery measurable results — maintaining 98% SLA adherence, 94% CSAT, and improving first-contact resolution by 18% while reducing rework and repeat tickets by 22%.
My technical toolkit includes daily Zendesk use, Salesforce and Freshdesk case tracking, Avaya telephony, and GDS/IATA booking workflows; I also hold certifications in customer service and IATA operations.
I thrive in distributed remote teams, support US/EMEA service windows, and take pride in coaching junior agents, improving QA scores, and streamlining cross-functional issue resolution.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Dreamport
Jan 2025 - Present (1 year)
Process and oversee 35–50 travel support tickets per shift, maintaining 98% SLA adherence and 94% CSAT while serving as escalation point for complex itinerary and visa issues, improving first-contact resolution by 18%.
Customer Support Specialist
Sterling Oil Exploration & Energy Production Company
Jan 2024 - Jan 2025 (1 year)
Managed 50–60 daily customer and partner inquiries across availability, delivery, and billing, acting as senior support liaison and improving billing accuracy to 98%, reducing follow-ups by 20%.
Customer Service Representative
iSON Xperiences
Jan 2022 - Jan 2024 (2 years)
Handled 120–150 daily interactions across voice and digital channels in an SLA-driven telecom environment, exceeding benchmarks (AHT 4.5 min, FCR 92%, CSAT 94%) and supporting onboarding and coaching for new hires.
Customer Service Representative
Leadway Assurance Company
Jan 2021 - Jan 2022 (1 year)
Resolved 300+ monthly inquiries on policy, claims, and billing with 98% billing accuracy and 94% QA compliance, collaborating with underwriting to shorten claims resolution by 15%.
Education
Degrees, certifications, and relevant coursework
IAInternational Air Transport Association
IATA Certification
Obtained IATA certification related to air transport operations and industry standards.
OCOxford 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
Job categories
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