Victor User
@victoruser17
Customer Support Lead and Customer Success Specialist improving KPIs, retention, and compliance.
NigeriaWhat I'm looking for
I’m a results-driven Customer Support and Customer Success Specialist with 6+ years across fintech, gaming, beauty, and wellness. I specialize in customer onboarding, account verification, and transaction support, delivering multi-channel service through chat, email, and phone while staying tightly focused on SLA compliance, CSAT, and first contact resolution.
In my current lead role, I manage daily support operations and coach remote teams to raise performance, maintaining 98% SLA compliance and improving retention through streamlined support workflows. I also optimize KPIs and workflows using CRM tools like Zendesk, Salesforce, HubSpot, and Freshdesk, resolving complex escalations and partnering cross-functionally to improve service delivery and customer experience.
Experience
Work history, roles, and key accomplishments
Customer Support Lead
Dang!
Feb 2025 - Jun 2026 (1 year 4 months)
Managed daily customer support operations across multiple channels, maintaining 98% SLA compliance and tracking KPIs to ensure operational efficiency. Improved team performance and outcomes, including 92% CSAT and a 15% increase in customer retention.
Customer Support Team Lead
EPL Partners (betBonanza)
Dec 2023 - Jan 2025 (1 year 1 month)
Supervised a remote support team and managed escalated cases while maintaining strong service performance, including 95% on-time resolution and 80% first contact resolution. Optimized support workflows and collaborated cross-functionally to improve service delivery and customer experience.
Customer Success Specialist
CreditRegistry
Oct 2021 - Nov 2023 (2 years 1 month)
Supported customer onboarding and issue resolution, maintaining 94% CSAT while handling high-volume calls and email queues with 93% SLA adherence. Drove retention and growth through upselling/cross-selling, re-engaging churned customers, and improving customer relationships.
Customer Care Representative
Federal Mortgage Bank of Nigeria
Jan 2020 - Aug 2021 (1 year 7 months)
Handled onsite customer care, improving customer retention through proactive engagement and product recommendations. Reduced onboarding time using accurate documentation and maintained 96% CRM data accuracy across multi-channel interactions.
Education
Degrees, certifications, and relevant coursework
Nnamdi Azikiwe University
Master of Science in Customer Care Management, Customer Care Management
Master of Science in Customer Care Management (in view).
Nnamdi Azikiwe University
Bachelor of Science in Estate Management, Estate Management
Bachelor of Science in Estate Management completed in November 2019.
Nnamdi Azikiwe University
Diploma in Mass Communication, Mass Communication
Diploma in Mass Communication completed in July 2012.
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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