Nelson Adeniyi-
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Lagos
CAREER OBJECTIVE
Dedicated and customer-centric professional committed to delivering exceptional service and solutions to meet customer needs.
Skilled in problem-solving and adept at working independently in fast-paced environments. I am excited to leverage my strong
communication and interpersonal skills to provide outstanding customer support.
EDUCATION
Master of Science: Organizational Psychology
University of Lagos
2025 | Lagos
Bachelor of Science: Psychology
University of Lagos
2019 | Lagos
SKILLS
Active Listening
Exceptional customer service skills
Effective communication across phone, chat, and email
channels
Strong problem-solving abilities
Excellent judgment and empathy
Ability to work independently and thrive in fast-paced
environments
Conflict resolution and escalation management
Detail-oriented and organized
WORK EXPERIENCE
Customer Support Team Lead
Jan 2025 – present | Lagos
MultiChoice Nigeria
Monitored and optimized customer service processes, ensuring high productivity and quality standards.
Providing frequent coaching to agents based on QA feedback, metrics, customer survey responses, and my ticket observations.
Collaborated with cross-functional teams to enhance service delivery strategies and resolve operational issues.
Applied data analysis to identify service gaps and implement proactive solutions, reducing escalations by 20%.
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Customer Support Associate
May 2021 – present | Lagos
MultiChoice Nigeria
Managed and optimized customer accounts, achieving a 98% customer satisfaction rate.
Reduced average response time to customer inquiries by 30% through the implementation of streamlined communication
processes.
Acted as a brand ambassador, representing the business positively within the community.
Collaborated cross-functionally to address incidents and events promptly, enhancing customer trust.
Partnered with internal teams to develop customer retention initiatives, increasing engagement levels.
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Intern
Dec 2023 – Mar 2024
Dear HR Consulting
Supported the development of customized HR solutions, such as training materials, employee handbooks, and performance
management frameworks.
Conducted research on industry trends and best practices to enhance service delivery for clients.
Collaborated with senior HR consultants to design and implement employee engagement initiatives tailored to client
organizational goals.
Coordinated onboarding processes for new hires, including document verification and orientation scheduling.
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VOLUNTEERING EXPERIENCE
Public Relations Officer
Sep 2019 – Jun 2020 | Calabar
Freedom of Information Vanguard, Community Development Service Group
Led public engagement strategies and social media communication.
Developed and executed community outreach programs, showcasing project management and strategic planning skills.
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CERTIFICATES
Udemy Customer Service: 6 Keys to
Exceptional Customer Service
Udemy Master English: Improve
Your Speaking, Listening & Writing
Udemy Customer Experience Tool
Kit
Udemy Professional Email Writing in
English
