Osagie Godfrey
@osagiegodfrey
I lead customer support operations, resolving escalations and improving service quality at scale.
NigeriaWhat I'm looking for
At Teleperformance, I lead 15–20 customer support agents across ride-hailing and logistics markets in Africa, the UK, and Europe. I manage escalations, coach performance, and use backlog and root-cause analysis to reduce case volumes and improve turnaround times.
Previously, I handled high-volume support at Teleperformance and United Bank for Africa, resolving account, payment, transaction, and digital-banking issues while supporting customer adoption, cross-selling, and upselling.
Experience
Work history, roles, and key accomplishments
Manage daily team operations, lead a team of 15-20 support agents, handle escalations, conduct coaching and performance reviews, and implement corrective action plans to reduce backlogs.
Managed 80-100 customer contacts daily across email, phone, and live chat while maintaining high QA scores and resolving inquiries related to platform services, accounts, and payments.
Handled 140+ inbound and outbound customer interactions daily, resolved account and transaction issues, and promoted digital banking adoption while cross-selling financial products.
Education
Degrees, certifications, and relevant coursework
Federal University of Agriculture, Abeokuta
Bachelor of Science, Chemistry
Bachelor of Science in Chemistry from Federal University of Agriculture, Abeokuta.
Institute of Human Resources Management
Certified Conflict Manager, Conflict Management
Certified Conflict Manager (CCM) from the Institute of Human Resources Management.
Institute of Human Resources Management
Certified Administrative Professional, Administration
Certified Administrative Professional (CAP) from the Institute of Human Resources Management.
Coursera
Google Data Analytics, Data Analytics
Google Data Analytics certificate from Coursera.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Job categories
Skills
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