Sophia Elo Onuosa

SOPHIA ELO ONUOSA Abeokuta, Ogun State, Nigeria Phone:- Email:-LinkedIn: linkedin.com/in/sophia-onuosa-33a701156 PROFESSIONAL SUMMARY Results-driven Customer Service Manager with over 7 years of experience leading customer support, sales, and service operations across financial services, fintech, and education sectors. Proven ability to improve customer satisfaction, streamline service processes, manage high-performing teams, and exceed service-level agreements (SLAs). Strong background in customer relationship management (CRM), complaint resolution, performance reporting, and team leadership. ATS-optimized with a strong focus on customer experience, retention, and operational efficiency. CORE SKILLS               Customer Service Management Customer Experience (CX) Team Leadership & Coaching Complaint & Escalation Management CRM Systems Service Level Agreements (SLA) Customer Retention Strategies Process Improvement Performance Metrics & Reporting Call Center Operations Conflict Resolution Sales & Relationship Management Training & Onboarding Administrative Support PROFESSIONAL EXPERIENCE Customer Service / Sales Manager ChamsSwitch | Nigeria 2019 – 2023 - Managed daily customer service and sales operations, ensuring timely resolution of customer inquiries and complaints. - Led and supervised a customer service team, providing coaching, performance reviews, and continuous training. Improved customer satisfaction scores by implementing structured complaint-handling and follow-up processes. - Monitored KPIs, SLAs, and service quality metrics, preparing regular performance reports for management. - Collaborated with sales and operations teams to improve customer onboarding and retention. - Handled escalated customer issues and provided effective resolutions to maintain brand reputation. Customer Service Lead Page Financials (AXA Mansard Partner) | Nigeria 2016 – 2019 - Provided high-quality customer support for financial products and services. - Analyzed customer feedback and service data to identify service gaps and improvement opportunities. - Supported customer retention initiatives and upselling strategies. - Ensured compliance with internal policies and regulatory service standards. - Recognized multiple times for meeting and exceeding customer service and sales targets. Telesales Representative / Customer Support Officer Olist | Nigeria 2015 – 2016 - Handled inbound and outbound customer calls, resolving inquiries and complaints efficiently. - Maintained accurate customer records using CRM tools. Achieved high call-quality and customer satisfaction ratings. Administrative Officer / Secretary Harvarde College | Nigeria 2013 – 2015 - Provided administrative and customer-facing support to students, parents, and staff. - Managed front-desk operations, inquiries, and documentation. Assisted in improving internal communication and service delivery processes. KEY ACHIEVEMENTS     Improved customer satisfaction and complaint resolution turnaround time. Successfully led and motivated customer service teams to achieve service targets. Recognized for outstanding performance in sales and customer service roles. Contributed to improved customer retention and brand loyalty. EDUCATION Master of Business Administration (MBA) – Management Bachelor’s Degree (Secretarial Administration) CERTIFICATIONS    Certified Customer Service Professional Certified Sales Analyst Certified Virtual Assistant (Micro1) TOOLS & TECHNOLOGY     CRM Systems Microsoft Office Suite (Word, Excel, PowerPoint) Customer Support & Call Management Tools Data Reporting & Analysis Tools REFERENCES Available upon request