Nneka Ozobia
@nnekaozobia
I lead customer support operations, quality, and remote teams to improve customer experience and performance.
NigeriaWhat I'm looking for
At HugoTech, I lead performance and quality initiatives for a distributed team of 88 Customer Relationship Analysts supporting global clients. I use reporting, trend analysis, and cross-functional coordination to strengthen workflow efficiency, SLA compliance, and customer experience.
Across project coordination, quality leadership, and quality analysis roles, I've helped increase CSAT from 88% to 94%, reduce escalations by 10%, and reduce handling times by 45% through structured coaching, calibration, and continuous improvement.
I've also supported customers and service operations at GTBank and MTN Nigeria, building on 18+ years across technology, banking, telecommunications, and healthcare. I enjoy developing high-performing teams and turning quality data into practical operational improvements.
Experience
Work history, roles, and key accomplishments
Project Coordinator
Otaku.Hugo Company Limited (HugoTech)
Mar 2025 - Present (1 year 7 months)
Lead operational performance and quality initiatives for a distributed team of 88 Customer Relationship Analysts supporting global clients. Support the Project Manager in planning, execution, and tracking of the project to ensure deliverables are met.
Quality Lead
Otaku.Hugo Company Limited (HugoTech)
Nov 2023 - Feb 2025 (1 year 3 months)
Managed a team of 10 Customer Relationship Analysts, driving performance, quality, and customer experience improvements. Conducted quality reviews across chat and email interactions and delivered coaching sessions.
Quality Analyst
Otaku.Hugo Company Limited (HugoTech)
Mar 2021 - Oct 2023 (2 years 7 months)
Evaluated customer interactions across live chat and email. Identified coaching opportunities using quality and performance data and delivered targeted coaching to improve customer experience and compliance.
Shift Manager
Otaku.Hugo Company Limited (HugoTech)
Jan 2021 - Feb 2021 (1 month)
Managed daily customer support operations across multiple channels. Coordinated staffing and workflow to meet service level expectations and resolved operational issues.
Customer Service Analyst
Otaku.Hugo Company Limited (HugoTech)
Jun 2020 - Dec 2020 (6 months)
Delivered customer support through email and live chat. Investigated customer issues using root cause analysis and maintained SLA compliance while resolving complex customer enquiries.
Resolved customer enquiries while consistently delivering excellent service. Educated customers on banking products and services and supported quality improvement initiatives through peer call evaluations.
Managed customer enquiries and complaints across multiple service channels. Promoted products and services through consultative selling and supported customer retention and loyalty initiatives.
Laboratory Technologist (NYSC)
General Hospital Dansadau
Completed a National Youth Service Corps placement as a laboratory technologist at a general hospital.
Customer Sales Representative
Theodor Pharmaceuticals Ltd.
Represented the pharmaceutical company in sales activities, promoting products to customers.
Personal Assistant to the Managing Director
Peak Performance Coaching Academy
Provided administrative and personal support to the Managing Director of a coaching academy.
Direct Sales Agent
First City Monument Bank PLC
Sold banking products and services to customers, supporting business development.
Education
Degrees, certifications, and relevant coursework
Great Learning
Operations Management, Operations Management
Completed Operations Management training through Great Learning in 2026.
HugoTech Wave Academy
Customer Service, Customer Service
Completed Customer Service training at HugoTech Wave Academy in 2020.
GTBank
Customer Service Training, Customer Service
2018 - 2019
Completed Customer Service Training at GTBank from 2018 to 2019.
University of Lagos
Master of Science, Public Health
Master of Science in Public Health from the University of Lagos, completed in 2017.
MTN Nigeria
Human Capital Development, Human Capital Development
Completed Human Capital Development training at MTN Nigeria in 2014.
Cutting Edge Professionals
Professional Customer Service, Customer Service
Completed Professional Customer Service training at Cutting Edge Professionals in 2013.
University of Lagos
Bachelor of Science, Microbiology
Bachelor of Science in Microbiology from the University of Lagos, completed in 2006.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Job categories
Skills
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