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Peter Obielusi

@peterobielusi

3+ years in customer support. I find root causes, not just quick fixes. Remote-ready, night-shift available, and I treat every ticket like it matters.

Nigeria

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What I'm looking for

I seek a support team that values root-cause resolution over ticket volume. With 3.5 years in high-pressure CX, I thrive on technical puzzles and preventing repeat contacts. I value documentation and mentorship. Fully flexible with global time zones (inc. night shifts) and ready to bring reliable, remote-first energy.

I spent over three years at MultiChoice Nigeria, one of Africa's largest digital subscription platforms where I progressed from handling high-volume interactions to independently leading queue operations as an Acting Team Lead. Managing 92+ daily contacts across Genesys Cloud and IWS CRM, I improved CSAT score from 70% to 79% over 6 months by implementing root-cause analysis strategies than just ticket volume.

I’m a detective at heart. Whether I’m auditing CRM logs to fix a complex billing mystery or training 6+ new reps to tenure-ready standards, I focus on the structural "why" behind the problem. This mindset kept my repeat contact rates low and earned me elevated CRM access usually reserved for senior staff.

Logistics & Infrastructure: Lagos-based and fully remote-ready with stable power backups and high-speed internet. I am hardware-flexible and available for global time zones, including night shifts

Experience

Work history, roles, and key accomplishments

Current

Voluntary Operations Support

Current

Independent Trade Business

Sep 2025 - Present (9 months)

Provided voluntary operational and administrative support, assisting with customer communications, order coordination, and process documentation. Helped maintain service consistency during operational transitions while applying customer service principles in vendor- and client-facing interactions.

Customer Communications Administrative Support Service Handover Support

Customer Service & Technical Support

MultiChoice Nigeria

Mar 2018 - Jun 2021 (3 years 3 months)

Led queue ops and agent reallocation as Acting Team Lead, maintaining 90%+ SLA. Sustained 79% CSAT via elevated CRM access (Genesys/IWS) to resolve complex cases independently. Managed escalations with professional judgment to protect team efficiency. Trained 6+ reps to tenure-ready standards and produced shift reports for management.

Customer Service Rep (Acting TL)

MultiChoice Nigeria

Mar 2018 - Jun 2021 (3 years 3 months)

Handled 92+ daily customer interactions across voice and digital channels, sustaining a 79% CSAT score and 90%+ SLA compliance in subscription TV support. Served as Acting Team Lead, reallocating agents in real time during peak demand and training 6 frontline agents on CRM workflows and escalation protocols.

CRM Administration Escalation Handling Genesys Cloud Team Coaching & Onboarding IWS CRM Investigations

Youth Organization Leader

Catholic Youth Organisation Nigeria (CYON)

Jan 2012 - Jan 2016 (4 years)

Led an 80–100-member parish youth organization as Provost II and Director of Socials, restructuring activities into functional subcommittees to improve delivery and accountability. Planned and executed 3 flagship events with 150+ attendees and co-produced a parish/deanery magazine to increase community visibility.

Youth Leadership Committee Restructuring Program Planning Event Management Team Coordination Publication Support

Peer Study Group Facilitator

NAU Peer Study Group

Facilitated structured peer learning sessions and managed stakeholder engagement within a university study group. Supported improved collaborative academic outcomes through organized session coordination and engagement management.

Stakeholder Management Academic Coordination Facilitation Accountability Coordination

Education

Degrees, certifications, and relevant coursework

National Youth Service Corps (NYSC)

NYSC Service (Exempted), National Youth Service Corps (NYSC)

Was exempted from NYSC service in 2025.

Nnamdi Azikiwe University (NAU)

Bachelor of Science, Political Science

2020 - 2024

Earned a B.Sc. in Political Science at Nnamdi Azikiwe University from 2020 to 2024.

Nnamdi Azikiwe University Nigeria

B.Sc., Political Science

2020 - 2024

Grade: Upper Division

Activities and societies: Academic Leadership: Scaled a peer study group from 3 to 20+ members to drive cohort improvement. Status: NYSC Discharge Certificate Holder (Exempted, Nov 2025). Stakeholder Management: Appointed Chair to mediate interests and build consensus on shared priorities. Strategic Coordination: Led a competitive electoral campaign, securing first runner-up through organized outreach and planning.

Yaba College of Technology (Yabatech)

National Diploma, Business Administration & Management

2015 - 2017

Completed a National Diploma in Business Administration & Management at Yaba College of Technology from 2015 to 2017.

Yaba College of Technology

National Diploma , Business Administration and Management

2015 - 2017

Grade: Upper Division

Activities and societies: Focused on core business operations, organizational behavior, and management principles. This foundation in administrative efficiency and process optimization supported my later transition into high-volume contact center operations and team leadership roles.