Open to opportunities

Michael Obiorah

@michaelobiorah

Message

Achievement-oriented customer service professional with over 10 years experience.

Nigeria

Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth.

I am a dedicated customer service professional with over 10 years of experience in enhancing customer loyalty through empathy and effective communication. My career has been marked by a commitment to resolving complex issues efficiently, which has led to high customer satisfaction rates. I thrive in fast-paced environments and excel at multitasking while maintaining a focus on service excellence.

Throughout my career, I have held various roles that have allowed me to develop a robust skill set. As a Customer Experience Champion at BigiBet, I proactively identified solutions to customer requests and maintained records of all interactions using CRM systems. My previous experience as a Customer Care Executive at SportyBet honed my leadership abilities, where I supervised team members and ensured that customer issues were resolved on a First Time Resolution basis. I am proud to have received awards for my contributions, including Employee of the Moment and SportyBet Brainiac.

Experience

Work history, roles, and key accomplishments

Customer Experience Champion

BigiBet

Mar 2023 - Apr 2025 (2 years 1 month)

Proactively identified solutions to customer requests and resolved customer problems on a First Time Resolution (FTR) basis, escalating issues that could not be resolved on first contact. Created and managed inbound and outbound communication with customers across various channels, including calls, emails, and live chats.

Customer Relationship Management Outbound Calling Live Chat Support Email Communication Problem Solving Upselling Product Education CRM Software

Customer Care Executive

SportyBet

Dec 2020 - Nov 2022 (1 year 11 months)

Ensured customer satisfaction by maintaining a positive, empathetic, and professional attitude across all channels (emails, chats, calls). Supervised and managed other team members and new agents, empowering customers with product knowledge and basic troubleshooting.

Customer Satisfaction Team Leadership CRM Troubleshooting Product Knowledge Communication Conflict Resolution Training Mentoring

Customer Care Consultant

Smile Communication

Mar 2018 - Dec 2020 (2 years 9 months)

Assisted customers with queries and complaints via calls (inbound and outbound), email, social media, and web chat platforms. Managed incoming calls and generated sales leads that developed into new customers, building sustainable relationships and trust.

Customer Support Relationship Building Regulatory Compliance Social Media Management Email Support

Customer Care Representative

MTN

Aug 2015 - Dec 2017 (2 years 4 months)

Resolved customer queries on company products and services, ensuring issues were resolved on a First Contact Resolution (FCR) basis. Educated customers on company products and services, promoting company terms to achieve positive goals.