Open to opportunities

onome otorigra

@onomeotorigra

Message

Customer service leader optimizing social media support and team performance.

Nigeria

Message

What I'm looking for

I seek a customer-focused role where I can lead teams, improve processes, and drive measurable service and operational improvements.

I am a dedicated customer service and administrative professional with 8+ years' experience across fintech, insurance, and public service, focused on resolving complex issues, improving processes, and driving customer satisfaction. I have led social media support teams, coached staff, and collaborated with product and operations teams to deliver timely resolutions and mitigate PR risks.

I bring proven achievements in reconciliation and reporting, having reduced discrepancies by 25% and cut reporting time by 30%, and I excel at performance monitoring, KPI management, and leveraging CRM and office tools to enhance operational efficiency and client relationships.

Experience

Work history, roles, and key accomplishments

Current

Team Lead, Social Media

Current

PalmPay Limited

May 2025 - Present (5 months)

Supervise social media support team, enforcing KPIs and coaching staff to improve response quality and resolution rates; handled escalations and used performance analytics to drive service improvements.

Social Media Support Customer Service Team Leadership KPIs Escalation Management Coaching CRM Performance Analysis

Assistant Team Lead

PalmPay Limited

Jun 2024 - May 2025 (11 months)

Supported team lead in operations and reporting, managed complex escalations with cross-functional teams, and mentored agents to maintain customer service standards.

Escalation Management Reporting Cross Functional Collaboration Mentoring CRM Customer Relations

Customer Service Agent

PalmPay Limited

Jan 2021 - Jun 2024 (3 years 5 months)

Resolved customer inquiries on social channels regarding accounts, transactions, and KYC, escalating when necessary and reporting feedback to improve service processes.

Customer Support Social Media KYC Customer Feedback CRM Communication

Reconciliation Officer

Niger Insurance Plc

Feb 2017 - May 2021 (4 years 3 months)

Reconciled daily financial records and prepared payment vouchers and regulatory reports, reducing discrepancies and streamlining reporting processes.

Financial Reporting Payments Processing Compliance Audit Support Excel Tally Attention To Detail

Records & Administration Officer

Ministry of Finance Secretariat

Nov 2015 - Sep 2016 (10 months)

Managed document flow, maintained confidential filing systems, and issued administrative clearances during NYSC service to support departmental operations.

Records Management Administrative Support Document Control Time Management