Oseghale Oseghale
@oseghaleoseghale
Customer Support Specialist with 4+ years delivering high-resolution, KPI-driven service across chat, phone, and email.
NigeriaWhat I'm looking for
I’m a Customer Support Specialist with 4+ years of experience delivering high-quality service across chat, phone, and email, including high-volume support in a fast-paced outbound sales environment. I handle 150+ daily interactions with patience and clarity, and I follow up until issues are truly closed.
At Guaranty Trust Bank, I maintained a 95% first call resolution rate and reduced repeat complaints by 30% through consistent follow-ups and careful case management. I also identified recurring patterns in customer complaints early and flagged potential product and service issues to internal teams, turning individual concerns into systemic improvements.
More recently, I worked as a Remote Cold Caller, making 400+ cold calls to pre-qualified leads with a 15% conversion rate and contributing to a 25% increase in lead retention. I exceeded my weekly KPI of 12 qualified live transfers, used CRM software to track every interaction, and stayed confident with objections while helping improve team cold call scripts.
Experience
Work history, roles, and key accomplishments
Remote Cold Caller
Scale Army (The Call Gurus)
Mar 2023 - Jun 2025 (2 years 3 months)
Conducted 400+ cold calls to pre-qualified leads, achieving a 15% conversion rate and contributing to a 25% increase in lead retention. Used CRM to track interactions and notes while exceeding weekly KPIs for qualified live transfers and improving cold-calling scripts.
Customer Support Agent
Guaranty Trust Bank
Oct 2018 - Dec 2022 (4 years 2 months)
Handled 150+ daily customer inquiries across transaction issues, account queries, and service requests, maintaining a 95% first call resolution rate. Followed up on unresolved issues and identified recurring complaint patterns to reduce repeat complaints by 30%.
Education
Degrees, certifications, and relevant coursework
University of Port Harcourt
Master of Science in Management, Management
2019 - 2021
Earned an M.Sc. in Management at the University of Port Harcourt from 2019 to 2021.
Joseph Ayo Babalola University
Bachelor of Science in Accounting, Accounting
2012 - 2016
Earned a B.Sc. in Accounting at Joseph Ayo Babalola University from 2012 to 2016.
Availability
Location
NigeriaAuthorized to work in
Job categories
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