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Uyi Agho

@uyiagho

Customer service leader with 5+ years in high-volume, multi-channel support, CRM operations, and SLA-driven CSAT improvement.

Nigeria

Message

What I'm looking for

I’m looking for a customer service role where I can deliver first-contact resolution, drive SLA compliance and CSAT improvements, and lead teams using smart CRM workflows and continuous process improvement.

I’m a customer service professional with 5+ years of experience managing high-volume, multi-channel support across enterprise, fintech, and remote environments. I’m known for first-contact resolution, strong SLA compliance, and consistently improving customer satisfaction.

I thrive in CRM and case management environments, where I administer ticket routing, queue visibility, and accurate interaction logging. I diagnose and resolve complaints and service requests in a structured way, keeping resolutions accurate, compliant, and clearly communicated.

I also bring team leadership and operations experience. I’ve mentored agents, coached performance using KPIs, managed third-party vendor relationships against SLA terms, and improved standard operating procedures to reduce handling time and increase consistency.

Across my roles, I’ve focused on service excellence that drives retention and loyalty—through empathy-led communication, proactive follow-up, knowledge base maintenance, and continuous quality/process improvement.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist (Remote)

Current

Strategie-Firm

Nov 2023 - Present (2 years 8 months)

Provided frontline customer support via phone, email, and live chat, resolving queries within SLA windows. Administered CRM/case management, handled complaints toward first-contact resolution, and followed up post-closure to maintain high customer satisfaction.

Customer Service SLA Phone Support Email Support Live Chat CRM Administration Case Management Queue Management Complaint Handling First Contact Resolutions Escalation Management Knowledge Base Management Customer Education Follow up

Customer Service & Operations Admin

Palmpay Services Limited

Apr 2023 - Nov 2023 (7 months)

Coordinated customer-facing service solutions for new business locations to ensure smooth onboarding and minimal disruption. Monitored service quality using operational metrics, improved SOPs to reduce handling time, and produced KPI/performance reports.

Customer Onboarding Service quality operational performance Escalation Management Vendor coordination Onboarding KPI Reporting performance reporting Service Operations Process Improvement

Team Lead - Customer Service

Courierplus Services

Mar 2020 - Apr 2023 (3 years 1 month)

Led and mentored customer service agents, managing workloads to sustain service quality and SLA compliance. Managed vendor relationships, ensured service continuity with 24/7 support planning, and improved CRM/productivity tooling usage to protect data and accuracy.

Team Leadership Performance Management KPI Tracking SLA Management Vendor coordination Support Readiness Data Protection Compliance Zoho CRM Microsoft 365 SLA Customer Service SOP Development Escalation Management Vendor Management 24 7 Support Planning Cross Functional Collaboration Data Protection and Privacy Workflow Management Customer Complaint Resolution

Client Support & Service Representative

Aim Corporation Limited

Aug 2018 - Sep 2019 (1 year 1 month)

Handled frontline client support across multiple touchpoints, resolving service requests to minimize wait time and improve satisfaction. Onboarded clients to company systems, configured support channel access, and investigated/resolved complaints with follow-up to prevent recurrence.

client support Client Onboarding Complaint Resolution Problem Solving Customer Service Complaint Handling Escalation Handling Customer Case Follow Up

Service & Operations Coordinator (NYSC)

Cocoa Revolution Project, Ministry of Agriculture

Feb 2017 - Mar 2018 (1 year 1 month)

Identified and resolved service delivery challenges by escalating appropriately to maintain operational continuity and stakeholder satisfaction. Maintained accurate service records for audit readiness, supported service implementation activities, and contributed to reporting.