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MERIT OBAYUWANA

@meritobayuwana

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Customer Support Specialist with 5+ years driving retention and CSAT.

Nigeria

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What I'm looking for

I’m looking for a metrics-driven, global, omnichannel customer support role where I can optimize remote helpdesk workflows, reduce FRT/AHT, and improve retention using strong CRM processes and cross-functional escalation.

I’m a performance-driven, metrics-focused Customer Support Specialist with 5+ years of experience delivering cross-border omnichannel technical and operational support across B2B, SaaS, and e-commerce platforms. I manage 60+ daily international interactions, mitigating churn while optimizing remote helpdesk workflows to consistently exceed international CSAT/SLA standards.

At DEBRA'S GRACE LIMITED, I resolve 40–60+ high-tier technical and account inquiries daily, orchestrate global omnichannel support (chat, email, voice), and strengthen retention through end-to-end escalation management and cross-functional feedback loops with product and engineering. I’m highly proficient with CRM data validation, ticket lifecycle management, and workflow optimization to reduce First Response Time (FRT), improve Average Handle Time (AHT), and prevent checkout and billing issues that lead to cart abandonment.

Experience

Work history, roles, and key accomplishments

Call Center Representative

E&A Modeling And Casting

Mar 2021 - Oct 2021 (7 months)

Managed high-volume inbound communications in a fast-paced environment, consistently exceeding SLA, operational throughput, and performance targets. Audited international user account discrepancies and standardized internal data validation processes to preserve CRM data integrity across cloud-based support systems.

SLA Management Data Validation Data Integrity Auditing Cloud Support Throughput

Education

Degrees, certifications, and relevant coursework

MIVA Open University

Bachelor's in Entrepreneurship, Entrepreneurship

2024 -

Pursuing a Bachelor's in Entrepreneurship at MIVA Open University (2024–present).

Delta State Polytechnic

Professional Frameworks & Best Practices

2018 - 2021

Studied at Delta State Polytechnic (2018–2021), focusing on professional frameworks and best practices.

Coursera

Diploma in Mass Communication & Journalism, Mass Communication & Journalism

Completed a Coursera professional credential diploma in Mass Communication & Journalism with coursework covering Customer Success and Remote Operations.