Open to opportunities

Omotolani Onwuachi

@omotolanionwuachi

Message

Customer-focused CX professional improving satisfaction and support efficiency.

Nigeria

Message

What I'm looking for

I seek a CX role where I can reduce friction, coach teams, build knowledge bases, and use CRM insights to improve satisfaction and product outcomes.

I am a customer experience specialist with over three years delivering exceptional support across phone, email, chat and social channels, consistently improving customer satisfaction and first-contact resolution rates. I have hands-on experience with CRM platforms (Zendesk, Freshdesk, HubSpot), designing help center content that reduced tickets by 22%, and turning feedback into product and process improvements.

I excel at coaching teams, mapping customer journeys, and producing actionable feedback reports that inform stakeholders and drive service improvements. I hold certifications including Zendesk Support Agent Certification and a Customer Experience Masterclass, and I am currently pursuing a BSc in Accounting to complement my analytical approach to CX.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Specialist

Current

United Bank for Africa

Jan 2025 - Present (9 months)

Delivered multi-channel support achieving a 95% first-contact resolution rate and designed help center articles that reduced support tickets by 22%; collaborated with product teams to implement service improvements based on feedback trends.

Customer Support Zendesk Freshdesk CRM Customer Journey Mapping Data Analysis

Customer Service Representative

Shine On Academy

Aug 2020 - Dec 2024 (4 years 4 months)

Provided responsive support to 60+ customers daily while maintaining high satisfaction ratings, documented interactions in CRM and produced weekly feedback reports, and escalated complex issues to ensure timely resolution.