Chisom Wagbaranta

Chisom C. Wagbaranta 📍 Lagos, Nigeria 📍 Open to Remote / Relocation Customer Support & Operations Leader PROFESSIONAL SUMMARY Results-driven Customer Support & Operations professional with 10+ years of experience spanning healthcare, logistics, and commercial operations. Proven track record of leading teams, optimising workflows, and delivering measurable improvements in client satisfaction and operational efficiency. IELTS-certified communicator with a Computer Science background — combining people skills with a tech-savvy, analytical approach. Experienced in high-pressure, multicultural environments and adept at night-shift and remote operations. KEY ACHIEVEMENTS ▸ Supervised and mentored a team of 7 customer service agents, improving team response consistency and client satisfaction scores at Taurus Nigeria Limited. ▸ Developed workflow documentation and process guides that reduced recurring operational issues by streamlining escalation pathways across departments. ▸ Managed end-to-end e-commerce operations on Jumia and Konga platforms — driving online sales growth through accurate inventory management and proactive client communications. ▸ Delivered empathetic, high-quality support to mental health patients and multidisciplinary staff across 3+ years in a regulated NHS-affiliated care environment. ▸ Successfully coordinated inbound/outbound logistics for multiple clients simultaneously, meeting 95%+ ontime delivery targets at Taurus Nigeria Limited. CORE COMPETENCIES Support & Relations: Customer Support Management • Client Relationship Building • Conflict Resolution • Complaint Handling Operations: Workflow Optimisation • Process Documentation • Logistics Coordination • Vendor Management Leadership: Team Supervision (up to 7 FTEs) • Cross-functional Collaboration • Shift Management • Staff Training Technology: CRM & Ticketing Systems • Email & Documentation Platforms • E-commerce Platforms (Jumia, Konga) • Basic IT Troubleshooting Languages: English (IELTS Certified — Professional Proficiency) WORK EXPERIENCE Mental Health Nursing Assistant / Client Support Staff | South Westshire Health Trust (Tayese) Jul 2021 – Dec 2024 Itele-Ijebu, Ogun State, Nigeria ▸ Provided frontline support to patients and multidisciplinary staff in an NHS-affiliated mental health facility, handling an average of 20+ daily inquiries and operational issues. ▸ Maintained comprehensive patient and workflow documentation, improving team response times and shift handover accuracy. ▸ Communicated empathetically with vulnerable clients and their families to de-escalate conflicts and ensure high satisfaction outcomes. ▸ Coordinated across clinical teams and shifts — including reliable night-shift coverage — demonstrating strong time management and adaptability. ▸ Delivered basic IT troubleshooting support for staff-facing digital tools and patient record systems. ▸ Designed process improvement guides that reduced recurring operational errors and improved onboarding for new staff. Shipping Manager / Customer Support Supervisor | Taurus Nigeria Limited 2020 – 2021 Lagos, Nigeria ▸ Supervised a team of 7 customer service agents, setting KPIs, monitoring performance, and ensuring SLA compliance on all client inquiries. ▸ Managed inbound and outbound logistics operations, consistently meeting client delivery timelines and reducing shipping errors. ▸ Collaborated with internal departments (procurement, warehouse, finance) to streamline workflows and enhance end-to-end service delivery. ▸ Maintained detailed records for operations, vendor relationships, and client communications to ensure data accuracy and accountability. Store / Operations Manager | Galor Premium Vodka (Affiliate, Taurus Nigeria Ltd) 2018 – 2020 Lagos, Nigeria ▸ Managed daily store operations including stock management, order fulfilment, invoicing, and customerfacing support. ▸ Built and maintained online sales presence on Jumia and Konga platforms, managing product listings, pricing, and customer communications. ▸ Resolved customer complaints and order disputes promptly, achieving high repeat purchase rates. Assistant Secretary / Customer Liaison | Oscar Marine Nigeria Limited 2009 – 2012 Lagos, Nigeria ▸ Managed all client correspondence via phone and email, serving as the primary point of contact for external stakeholders. ▸ Organised executive appointments, meetings, and official documentation, supporting smooth daily operations. ▸ Maintained accurate reports and records, ensuring data integrity and accessibility for senior management. Assistant Secretary / Office Support | Agricultural Development Planning (ADP) — NYSC2008 – 2009 Ikole-Ekiti, Ekiti State, Nigeria ▸ Handled administrative operations including call management, message coordination, and document filing. ▸ Supported staff and external clients with operational and administrative requests. EDUCATION & CERTIFICATIONS B.Sc. (Hons) Computer Science & Information Technology 2003 – 2007 Igbinedion University, Okada, Edo State, Nigeria National Youth Service Corps (NYSC) IELTS Certification — Professional English Proficiency 2008 – 2009 PROFESSIONAL DEVELOPMENT Currently pursuing CompTIA A+ / Google IT Support Certificate to formalise IT support capabilities. Committed to continuous learning in customer experience management and digital operations tools.