Ekaette Itata

EKAETTE ETOP ITATA Customer Service Team Lead | Virtual Assistant Lagos, Nigeria PROFESSIONAL PROFILE Results driven Customer Service Leader with expertise in service delivery management, performance monitoring, and cross functional operations within tech driven and financial services environments. Proven experience in customer support, quality assurance, and team leadership. Detail oriented and customer focused, with a strong ability to manage teams, enforce service standards, analyze service gaps, resolve escalations, and drive continuous service improvement. Adept at implementing scalable operational processes that enhance efficiency, strengthen service quality, and improve overall customer outcomes. CORE COMPETENCIES Remote Customer Support Operations, Quality Assurance and Audits, Virtual Team Leadership and Coaching, Performance Monitoring and Reporting, CRM Management, Escalation and Complaint Resolution, Process Improvement, Written and Verbal Communication, Time Management and Self Organization. TOOLS & OPERATION SYSTEM Microsoft Office Suite, Google Workspace and Google Sheets, CRM Systems (Zoho CRM, Zendesk, Sobot), Digital Communication Platforms, Data Reporting and Documentation PROFESSIONAL EXPERIENCE Opay Microfinance Bank, Ikeja, Lagos, Nigeria Team Lead, Customer Service Representative November 2023 – Present • Supervise and coordinate a team of 20 customer service agents to meet daily performance targets and service level agreements. • Conduct internal quality assurance reviews across calls, emails, live chat, and WhatsApp channels to ensure compliance with service standards and internal policies. • Provide continuous coaching, performance feedback, and on the job support to improve agent efficiency, accuracy, and customer satisfaction. • Track team productivity, analyze performance trends, and prepare detailed reports to support management decision making. • Handle escalated and complex customer complaints, ensuring timely resolution and professional engagement. • Collaborate with management and cross functional teams to improve service processes and overall service delivery. • Ensure seamless daily operation of all digital customer service channels by testing IVR systems, verifying chat and messaging functionality, and confirming accurate automated responses and smooth transitions to human agents within a remote support environment. • Coordinate and manage teams across hybrid and remote work models, supporting seamless collaboration and a consistent customer experience. Blueridge Microfinance Bank, Ikeja, Lagos, Nigeria Customer Service Quality Assurance Agent October 2020 – November 2023 • Monitored customer interactions across calls, emails, and live chats to ensure strict adherence to quality standards and company policies. • Conducted detailed quality audits using established scorecards to assess accuracy, tone, professionalism, and resolution effectiveness. • Analyzed key performance indicators including response time, resolution rate, customer satisfaction, and compliance levels. • Delivered structured feedback and one on one coaching sessions to improve agent performance and service consistency. • Identified recurring service gaps, operational inefficiencies, and training needs, escalating findings with actionable recommendations. • Prepared comprehensive quality and performance reports to support continuous improvement initiatives. • Contributed to the development and review of service guidelines, scripts, and workflows. • Maintained accurate documentation of quality assessments and follow up actions. • Recognized for strong leadership and work ethic, leading to promotion to Team Lead. Customer Service Representative November 2019 – October 2020 • Managed over 100 customer interactions daily across email, live chat, and inbound channels. • Resolved customer complaints efficiently while delivering tailored solutions. • Provided accurate information on products, services, and internal processes. • Documented customer interactions and updates accurately using Google Sheets. • Analyzed customer feedback to support service and product improvements. • Promoted to Quality Assurance role based on performance and product knowledge. ADDITIONAL EXPERIENCE Government Teacher, NYSC Bahorun High School, Ibadan, Nigeria September 2018 – August 2019 • Taught and managed a class of approximately 30 students. • Prepared lesson plans in line with approved curriculum. • Supported and prepared SS3 students for WAEC examinations. • Provided academic guidance and student support. EDUCATION Bachelor of Arts in History and International Studies Akwa Ibom State University, Akwa Ibom, Nigeria, 2018 Second Class Upper Division CERTIFICATIONS • ALX Virtual Assistant Program, September 2022 • Jobberman Customer Service Soft Skills Training, March 2022 • Customer Service Certification, AQskill Academy, December 2025 NON PROFIT AND LEADERSHIP EXPERIENCE Secretary, Youth Wing The RCCG Mega Church2, Opebi, Ikeja, Lagos, Nigeria March 2024 – Present • Manage records, correspondence, and youth communications. • Assist with planning and coordination of youth programs and events. • Support youth leadership with administrative and organizational tasks. School Chapel Secretary March 2016 – August 2017 • Oversaw administration and coordination of chapel programs and events. REMOTE WORK STRENGTHS • Proven ability to work independently with minimal supervision. • Strong written communication skills for email and chat based support. • Highly organized and disciplined in remote work settings. • Calm, professional, and customer focused under pressure. • Reliable, adaptable, and committed to continuous learning and service excellence.