onisoubuana User
@onisoubuanauser
I lead customer support operations, SLAs, escalations, and 25-person service teams.
NigeriaWhat I'm looking for
At MTN Nigeria, I lead a 25-person customer service team, building shift schedules and coverage plans that maintain consistent service availability.
I handle complex escalations, run quality checks, and coach representatives against service standards to improve resolution consistency. I also develop SOPs for complaint handling, escalation routing, and day-to-day support operations.
I track support performance through Zendesk, HubSpot, and Freshdesk, reporting on key service metrics and dashboards. With over six years of frontline support experience, I’m focused on hands-on leadership for remote, always-on support teams.
Experience
Work history, roles, and key accomplishments
Connect Store Manager
Lead and manage a 25-person customer service team, building shift schedules and coverage plans to maintain consistent service availability. Own escalation handling, run quality checks, and coach reps against service standards to improve resolution consistency.
Education
Degrees, certifications, and relevant coursework
University of Calabar
Bachelor of Science, Electronics and Computer Technology
Pursued a Bachelor of Science in Electronics and Computer Technology at the University of Calabar.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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