Open to opportunities

Obinna Okere

@obinnaokere

Message

Customer service and operations leader driving CSAT, retention, and efficient multichannel support.

Nigeria

Message

What I'm looking for

I seek a customer-focused role where I can lead support teams, improve CSAT and retention, implement data-driven processes, and collaborate cross-functionally for growth.

I am a customer service and operations leader with 10+ years of progressive experience across fintech, entertainment, and service industries, focused on building high-performing support teams and improving loyalty through empathy-driven engagement.

I have a proven record of improving CSAT by 25%, reducing churn by 20%, and consistently delivering 90–95% SLA compliance across chat, email, and phone by implementing data-driven process improvements and coaching.

I leverage tools like Zendesk, Freshdesk, Slack and Google Workspace to streamline workflows, resolve escalations, and collaborate cross-functionally to enhance product and customer experience.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Paddywin Limited

Aug 2025 - Present (2 months)

Deliver high-quality multichannel customer support across chat, email, and phone, maintaining 95%+ CSAT and resolving technical and service inquiries with rapid first-response resolution.

Customer Support Multichannel Support Zendesk Freshdesk SLA Management CSAT CRM

Customer Service Agent

Kaizen Gaming Limited

Apr 2023 - Jul 2025 (2 years 3 months)

Managed chat, email, and phone support achieving 90%+ CSAT and met SLA/KPI targets; identified recurring issues and implemented process improvements that reduced repeat inquiries by 15%.

Customer Support Process Improvement SLA Management Zendesk Freshdesk Case Documentation Cross Functional Collaboration KPI Tracking

Customer Service Team Lead

Multichoice Nigeria Limited

May 2017 - Mar 2023 (5 years 10 months)

Led customer service team to consistent 90%+ CSAT and 90–95% SLA compliance across channels; implemented retention strategies that reduced churn and improved operational workflows.

Team Leadership Customer Retention Multichannel Support SLA CSAT Escalation Management Analytics

Medical Sales Representative

JIL Nigeria Ltd

Feb 2011 - Jan 2012 (11 months)

Promoted and sold pharmaceutical products to hospitals and pharmacies, consistently exceeding sales targets and growing territory sales through relationship-building and strategic sales execution.

Pharmaceutical Sales Client Relationship Management Territory Management Sales Strategy Negotiation Reporting