Obinna Michelle
@obinnamichelle
Customer Support Team Lead using quality audits and analytics to improve customer outcomes.
NigeriaWhat I'm looking for
I’m a Customer Support professional with 5+ years of experience across written and verbal support channels, focused on quality auditing, complaint pattern analysis, and process documentation. I identify communication gaps and translate findings into measurable improvements, including building a self-built FAQ resource that reduced repeat inquiries by 40% and delivering strong performance like 95% CSAT and 88% first-contact resolution.
I thrive in remote, cross-functional environments where accuracy, tone, and clarity matter. As a team lead, I authored standardized client-handling processes, reviewed communications for consistency, guided customers through technical issues (including Microsoft Teams access/connectivity), and ensured data integrity in CRM—always using feedback loops to improve service quality and customer outcomes.
Experience
Work history, roles, and key accomplishments
Student Recruitment Team Lead
SEA-FAJ Consults
Oct 2024 - May 2026 (1 year 7 months)
Served as primary point of contact for 30–50 active customer cases weekly, managing support through consultation and application completion. Authored team process documentation, reviewed communications for quality and consistency, and guided clients through Microsoft Teams access/connectivity troubleshooting to ensure consultations proceeded smoothly.
Customer Relations Officer
Numero Homes Global Resources Ltd
Dec 2023 - Jul 2024 (7 months)
Managed customer relationships through the property acquisition process, ensuring smooth communication from initial inquiry to transaction completion. Reviewed customer documentation to reduce errors, resolved 300+ complaints via phone and email, and collaborated with sales, legal, and operations to deliver timely solutions.
Customer Service Representative
Bokku Mart
Jan 2023 - Nov 2023 (10 months)
Delivered responsive customer support across phone, email, and chat, achieving 95% CSAT by handling order inquiries and service issues. Investigated customer complaints, coordinated with logistics for timely resolution, and provided pre-sales guidance to support conversion.
Customer Service Representative
Jendol
Oct 2021 - Dec 2022 (1 year 2 months)
Built and launched a customer-facing FAQ resource, reducing repeat inquiries by 40% and improving team capacity for complex cases. Delivered 88% first-contact resolution (FCR) by troubleshooting product and service issues on the first interaction and correcting inaccurate customer records.
Education
Degrees, certifications, and relevant coursework
Yaba College of Technology
Higher National Diploma (HND), Marketing
Higher National Diploma (HND) in Marketing at Yaba College of Technology (in progress).
Yaba College of Technology
National Diploma (HND), Marketing
National Diploma (HND) in Marketing at Yaba College of Technology, completed in 2023.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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