Open to opportunities

Princewill Abi

@princewillabi

Message

Customer support leader with 4+ years improving service delivery, resolving complex issues, and leading support teams.

Nigeria

Message

What I'm looking for

I seek a customer-focused role where I can lead support teams, improve service delivery, implement process improvements, and drive high customer satisfaction.

I am a dedicated customer service professional with over four years of hands-on experience in telecom and operations environments, focused on resolving complex customer issues and improving service delivery. I have led support teams through large migrations and implemented processes that improved first-contact resolution and customer satisfaction.

My strengths include team supervision, conflict resolution, CRM administration (Zoho, Zendesk, Odoo, Odex ERP), and advanced use of Excel for reporting and trend analysis. I introduced live Google Sheet tracking systems, developed training materials, and collaborated with cross-functional teams and vendors to minimize downtime.

I hold a B.Sc. in Peace Studies and Conflict Resolution and have completed network support and customer engagement training. I am passionate about building strong customer relationships and driving continuous improvement in support operations.

Experience

Work history, roles, and key accomplishments

Current

Supervisor, Technical Support

Current

Syscodes Communication Ltd

Jan 2025 - Present (1 year 1 month)

Serve as first point of contact for network-related customer complaints, document and track incidents in CRM, and generate performance reports to drive timely resolutions and improved service delivery.

Customer Support Incident Management Zoho Zendesk MS Excel Team Leadership Root Cause Analysis Reporting

Customer Support Supervisor

FiberOne Broadband Ltd

Jan 2024 - Jan 2025 (1 year)

Supervised support team to meet SLA targets, handled escalations and coordinated cross-functional responses, and led onboarding and coaching to improve first contact resolution and customer satisfaction.

Team Supervision Escalation Management SLA Management Onboarding Reporting Cross Functional Collaboration

Incident & Supplier Management Officer

FiberOne Broadband Ltd

Jan 2021 - Jan 2023 (2 years)

Monitored network performance, managed customer communications during outages, documented incidents for post-incident reviews, and tracked vendor performance to minimize downtime.

Incident Management Vendor Management Network Monitoring Customer Communications Documentation Post Incident Review CRM

Customer Experience Associate

FiberOne Broadband Ltd

Jan 2020 - Jan 2021 (1 year)

Handled customer inquiries and complaints across channels, resolved billing and service issues, and identified recurring problems for escalation to management.

Customer Service Escalations Issue Tracking Active Listening CRM