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sophia dagi

@sophiadagi

Customer Experience Manager specializing in remote-first, multi-channel support operations and data-driven customer satisfaction improvements.

Nigeria

Message

What I'm looking for

I’m looking for a fast-paced, tech-driven environment where I can lead remote-first support, optimize workflows with KPIs, mentor agents, and use customer journey insights to improve CSAT, response times, and platform usability.

I’m a Customer Experience Manager with 8 years of experience in financial services, specializing in remote-first support operations via email, live chat, in-app messaging, and CRM tools. I lead distributed teams to deliver timely, empathetic, solution-oriented communication that aligns with SLAs.

At Rosabon Financial Services, I led cross-functional customer service teams and developed remote-friendly procedures that improved first response time by 30%. I also designed SLA and KPI frameworks and maintained >95% customer satisfaction while implementing customer feedback systems to drive continuous improvement.

In my current role at PANDAR, I oversee daily multi-channel support and optimize standardized response templates, macros, and workflows to improve consistency and efficiency. I monitor KPIs like first response time, resolution time, CSAT, and chat handling efficiency, mentor remote agents, and collaborate with product/technical teams to identify recurring issues—turning customer insights into faster resolutions and better platform usability.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Manager

Current

PANDAR

Jan 2025 - Present (1 year 6 months)

Led a remote, multi-channel support team across email, live chat, in-app messaging, and social media, maintaining timely, professional responses aligned to SLAs. Improved efficiency and quality by building standardized templates/macros and monitoring KPIs (first response time, resolution time, CSAT, chat handling).

Customer Support Management Email Support KPIs CSAT Template Macro Building

Customer Service Manager

Rosabon Financial Services

Jan 2021 - Jan 2025 (4 years)

Led a cross-functional customer service team across email, chat, phone, and social, improving first response time by 30% through remote-friendly procedures. Built SLA/KPI frameworks and maintained >95% customer satisfaction while producing executive dashboards and implementing continuous feedback loops.

Customer service management CSAT Management Process Optimization Complaint Resolution Digital Transformation Cross Functional Collaboration

Customer Service & Telesales Lead

Rosabon Financial Services

Jan 2020 - Jan 2021 (1 year)

Managed a hybrid (onsite/remote) support and telesales team to ensure seamless operations across digital platforms. Drove lead nurturing via personalized email follow-ups and used customer repayment trend analysis to inform cross-sell and retention strategies.

Team Leadership Telesales Reporting & Analytics Retention Strategy

Customer Service Representative

The Concept Group

Jan 2018 - Jan 2020 (2 years)

Resolved 100+ daily customer interactions across email, live chat, and phone with fast, accurate, empathetic support. Maintained detailed CRM records for quicker resolutions and coordinated remote HR/admin tasks including candidate interviews and onboarding documentation.

Customer Service Complaint Resolution Conflict Resolution Customer Engagement HR Coordination Administrative Documentation