Open to opportunities

Stephanie Ogoru

@stephanieogoru

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Customer service leader driving performance, satisfaction, and efficient remote operations.

Nigeria

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What I'm looking for

I seek a remote or hybrid customer-focused role where I can lead teams, improve processes, coach agents, and drive measurable improvements in satisfaction and performance.

I am a passionate, highly skilled customer service professional with over three years of hands-on experience delivering exceptional client service across remote and in-office environments. I excel at managing inquiries, resolving issues, and maintaining accurate records while using CRM systems.

As a team leader and squad lead, I coached ISAs, improved team performance, and fostered trust and accountability to meet targets. I have a proven track record of turning conversations into appointments, troubleshooting difficult calls, and supporting continuous improvement.

In specialty roles as SME and Team Lead, I increased resolution efficiency and customer satisfaction through real-time support, training, and process improvements. I also bring procurement and administrative experience where I negotiated cost savings and streamlined document workflows.

I am a quick learner with strong time management and multitasking abilities, comfortable with remote collaboration tools like Slack, Zoom, Zoho, and Google Workspace, and committed to contributing to the success of any team I join.

Experience

Work history, roles, and key accomplishments

Squad Leader

Club Wealth

Nov 2025 - Feb 2026 (3 months)

Led a squad of ISAs, improving team performance by 35% through coaching, onboarding, performance monitoring, and escalation support to increase appointment-setting consistency.

Team Leadership Coaching Onboarding CRM Appointment Setting Performance Monitoring Escalation Management Remote Collaboration

Inside Sales Agent

Club Wealth

Jun 2025 - Nov 2025 (5 months)

Managed high-volume inbound/outbound leads and CRM notes, nurtured prospects, handled objections, and contributed to appointment conversion and team production.

Lead Qualification Cold Calling CRM Objection Handling Appointment Setting Remote Sales

Team Lead

Citizens Disability

Oct 2024 - Jun 2025 (8 months)

Led and mentored a customer service team, improving team performance by 30% through coaching, process improvements, and quality benchmark enforcement.

Team Leadership Coaching Quality Assurance Performance Improvement Customer Service Process Improvement Mentorship

Subject Matter Expert

Citizens Disability

Jun 2024 - Oct 2024 (4 months)

Managed escalated customer issues, provided real-time support and training to staff, and increased resolution efficiency by 25% through hands-on guidance and process enhancements.

Escalation Management Training Coaching Customer Support Process Improvement Knowledge Management Quality Control CRM

Customer Service Representative

Citizens Disability

Nov 2023 - Jun 2024 (7 months)

Handled inbound calls, resolved client issues, maintained accurate records, and improved customer satisfaction ratings by 15% through effective follow-up and support.

Inbound Customer Retention CRM Data Entry Cross Functional Collaboration Record keeping

Procurement Officer

O.K. Isokariari Nigeria Ltd

Nov 2022 - Sep 2023 (10 months)

Managed supplier relationships, conducted cost analysis and vendor negotiations, and reduced procurement costs by 10% through effective negotiation and supplier management.

Procurement Vendor Management Cost Analysis Negotiation Quality Control Supplier Relations

Administrative Assistant

Niger Delta Development Commission

May 2019 - Sep 2019 (4 months)

Supported office operations by managing appointments, transcribing meeting notes, and streamlining document management, increasing administrative efficiency by 20%.

Administration Scheduling Document Management Transcription Records Management Office Support Microsoft Office Process Optimization

Personal Assistant

Romjiks Media

Nov 2017 - May 2018 (6 months)

Managed manager schedules, coordinated meetings and marketing events, and boosted customer engagement by 18% through proactive customer service and event coordination.