SUSimon Ujah
@simonujah
Customer service leader driving team performance, retention, and exceptional student and client experiences.
NigeriaWhat I'm looking for
I am a dynamic, results-driven customer service leader with over seven years' experience across financial and education sectors, focused on driving retention and operational excellence.
I have led and mentored teams, implemented service improvements, and trained agents on CRM, communication, and compliance to boost service quality and satisfaction.
Notable achievements include improving support quality by 25% through training, doubling customer loyalty with personalized support, and leading campaigns that increased enrolment conversion and retention.
I blend hands-on coaching, data-driven reporting, and cross-functional collaboration to resolve complex cases, optimize processes, and deliver consistently high customer experiences.
Experience
Work history, roles, and key accomplishments
Customer Service Team Lead
STS Global Education
Aug 2022 - Present (3 years 5 months)
Supervise and coach a team of customer service officers to improve student and parent support, implement service improvements, and produce reports that increased enrolment conversion and retention.
Customer Support Lead
Palmpay
Nov 2019 - Jul 2022 (2 years 8 months)
Led training and coaching for customer service agents across channels, improving support quality by 25% and driving a significant increase in customer loyalty through system improvements and personalized support.
Customer Service Expert
Polaris Bank Nigeria
Aug 2017 - Oct 2019 (2 years 2 months)
Supervised a social media customer service team of ten, managed CRM-driven issue resolution, and compiled regular reports to ensure timely escalation and resolution of customer inquiries.
Digital Services Agent
First Bank Nigeria
Feb 2017 - Jul 2017 (5 months)
Enrolled customers onto digital banking products, assisted with account openings, and provided e-business guidance to meet daily enrollment targets.
Education
Degrees, certifications, and relevant coursework
UAUniversity of Abuja
Bachelor of Science, Economics
Completed a Bachelor of Science in Economics, graduating in August 2014; coursework focused on economic theory and quantitative analysis.
Availability
Location
NigeriaAuthorized to work in
Job categories
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