Open to opportunities

Marthins Ugochukwu favour

@marthinsugochukwufav

Message

I lead customer support teams that improve resolution, satisfaction, and client retention.

Nigeria

Message

What I'm looking for

I'm looking for a remote customer success or support leadership role where I can coach teams, resolve complex customer issues, improve service workflows, and strengthen customer satisfaction and retention across US, UK, or EU time zones.

At Emtill Solutions, I lead customer service representatives across phone, email, and live chat, monitor response-time, resolution-rate, and CSAT KPIs, and resolve complex escalations to protect client relationships.

I progressed from Customer Service Representative to Team Leader within two years after consistently earning the highest customer satisfaction ratings. I redesigned escalation handling to reduce resolution time and improve first-contact resolution, while coaching representatives on communication, de-escalation, and product knowledge.

I also bring telesales, retail sales, and administrative operations experience, including outbound prospecting, upselling, CRM record management, scheduling, documentation, and process improvement. I'm equipped for remote work and available across US, UK, and EU business hours.

Experience

Work history, roles, and key accomplishments

Current

Team Leader

Current

Emtill Solutions

Jan 2025 - Present (1 year 8 months)

Lead a team of customer service representatives across phone, email, and live chat, maintaining high service standards and consistent delivery. Mentor and coach representatives on communication techniques, de-escalation strategies, and product knowledge, driving improvements in team satisfaction scores.