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Supervised a 9-member support team, managing all escalations and maintaining 92%+ SLA compliance across high-priority support queues. Reduced refund and cancellation rates by 18% by cutting average escalation resolution time from 2+ hours to under 1 hour, and implementing proactive service recovery strategies. Resolved high-value billing disputes through strategic de-escalation, including a premium-tier customer retention case valued at ₦ 20m, preventing account churn. Developed internal training standards that raised team-wide QA scores from 82.5% to 93.1%, converting recurring support issues into actionable process improvements.

Managed 150–200+ customer inquiries daily across email, chat, and phone channels, achieving 94.7% CSAT and 89.4% FCR. Reduced repeat contact volume by 14% by proactively educating customers on self-service tools, account services, and knowledge base resources. Mentored colleagues on best practices and quality standards, contributing to a team QA score. Collaborated with distributed teams across multiple time zones to maintain consistent service standards and accurate case documentation.