Open to opportunities

Mbah Vivian

@mbahvivian

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Customer operations professional specializing in service quality, escalation handling, and process improvement.

Nigeria

Message

What I'm looking for

I seek a customer-operations role where I can improve service quality, lead QA initiatives, mentor agents, and implement data-driven process improvements within a collaborative team.

I am a customer operations professional with a strong background in service quality, escalation handling, and process improvement in fast-paced tech environments.

I have experience managing multi-channel support operations, coordinating with cross-functional teams, and using tools like Loris, Klaus, Intercom, and JIRA to track performance and resolve issues quickly.

As a Quality Assurance Specialist and Platform Support Specialist, I achieved sustained high CSAT (97%+) and strong quality scores, identified recurring technical issues, provided actionable agent feedback, and partnered with payment providers to resolve transaction problems.

I care about structure, transparent communication, and human-centered processes; I focus on root-cause analysis, targeted training, and workflow improvements to deliver efficient, reliable customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Specialist

Current

Hugo Technologies

Dec 2024 - Present (10 months)

Monitor and evaluate customer interactions to ensure quality and consistency, identify recurring technical issues and escalate trends, and provide actionable feedback to agents to improve service quality and workflows.

Quality Assurance Intercom Klaus Jira Process Improvement Coaching Escalation Management

Platform Support Specialist

Hugo Technologies

May 2022 - Dec 2024 (2 years 7 months)

Delivered high-quality multi-channel support achieving 97%+ CSAT and 50%+ Klaus score, investigated platform and transaction issues, and collaborated with payment partners to resolve escalations while maintaining SLA targets.

Customer Support Intercom PayPal Stripe Loris Klaus SLA Management Data Analysis

Sales Representative

Diva Cakes & Confections

May 2021 - Aug 2021 (3 months)

Managed client portfolio and relationship management efforts that increased sales by 15% within three months while resolving customer conflicts to strengthen loyalty and reduce employee turnover.

Sales Client Relationship Management Conflict Resolution Customer Service Revenue Growth Team Motivation

Personal Assistant

Havana City Trust and Investment Ltd.

Nov 2019 - Feb 2021 (1 year 3 months)

Served as personal assistant to the CEO managing schedules, correspondence, travel logistics, and weekly performance reports while supporting business development and strategic decision-making.