Lucinda Omenai
@lucindaomenai
Experienced customer support leader specializing in high-volume call centers and service operations.
NigeriaWhat I'm looking for
I am an experienced customer support specialist with over five years in fast-paced service environments, focused on delivering empathetic, efficient support and improving customer outcomes.
I have led and coached teams, including managing a regional service center of 30 representatives, while meeting KPIs and overseeing inventory audits and budgets.
My background spans inbound/outbound call handling, cold calling, CRM documentation, escalations resolution, and coordinating cross-functional teams to ensure timely service delivery.
I consistently produce operational reports, drive process improvements, and apply strong communication, persuasive selling, and problem-solving skills to increase customer satisfaction and sales.
Experience
Work history, roles, and key accomplishments
Call Centre Agent
Surebet247
Apr 2023 - Present (2 years 7 months)
Handles inbound and outbound calls to active and churn customers, documents interactions in CRM, and closes sales by demonstrating how services meet customer needs.
Regional Service Center Lead
Engie Energy Access
Sep 2020 - Jan 2023 (2 years 4 months)
Led a team of 30 service center representatives, ensured regional KPIs were met, managed inventory audits and budgets, and compiled weekly performance reports to drive service and sales outcomes.
Service Center Associate
Fenix International
Jun 2018 - Aug 2020 (2 years 2 months)
Provided in-person customer support and sales for solar energy kits, coordinated technicians and logistics, processed payments, and maintained service and inventory records.
Call Centre Agent
Multichoice Nigeria
Sep 2016 - Sep 2018 (2 years)
Made high-volume outbound and inbound calls (≈300/day), resolved customer issues via Amayo CRM, and retained churn customers through offers and payment support.
Client Support Officer
LAPO Microfinance Bank
Jun 2013 - Sep 2016 (3 years 3 months)
Mobilized clients and agents, supported loan disbursement and savings mobilization, and contributed to PAR reduction through agent training and portfolio support.
Education
Degrees, certifications, and relevant coursework
ULUniversity of Lagos
Bachelor of Science (Education), Economics
Bachelor of Science in Education with a focus on Economics from the University of Lagos, Akoka.
Availability
Location
NigeriaAuthorized to work in
Job categories
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