Available for remote roles

Loveling Augustine Samuel

Customer support & onboarding specialist

4+ years in customer support, onboarding, consumer KYC verification and escalation management across fintech, energy and BPO.

Lagos, Nigeria (UTC+1) · open to remote roles · flexible schedule

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Loveling Augustine Samuel at a support workstation wearing a headset

4,500Monthly onboarding target, consistently exceeded

98%Verification accuracy

94.7%CSAT score (iSON Xperiences)

20%Fewer KYC rejections (Watu Credit)

Results that speak for themselves

Results across three roles: fintech onboarding, an energy-sector escalation desk and a high-volume BPO call floor.

94.7%

CSAT score

200+ inbound calls daily at a 2:40 average handling time

iSON Xperiences · July 2022–December 2023

89.4%

First contact resolution

Inbound call support

iSON Xperiences · July 2022–December 2023

14%

Repeat-contact reduction

Identified repeat contact drivers and educated customers on self-service tools

iSON Xperiences · July 2022–December 2023

93.1%

Team QA score

Rose from 82.5% through a new escalation strategy, as primary escalation point for a 9-agent support team

Sterling Oil Exploration & Energy Production Co. Limited · January 2024–March 2026

From 2 hours to under 1 hour

Average escalation resolution time, cutting customer wait times

Sterling Oil Exploration & Energy Production Co. Limited · January 2024–March 2026

20%

Fewer KYC application rejections

By correcting recurring errors through client callbacks

Watu Credit · May 2026–present

12%

Shorter credit sales activation time

Watu Credit · May 2026–present

4,500monthly onboarding target, consistently exceeded at 98% verification accuracy

18%reduction in refunds and cancellations alongside service recovery strategies (Sterling Oil Exploration & Energy Production Co. Limited)

150+ dailyinteractions across onboarding, KYC verification and account activation

82.5% → 93.1% QA9-agent support team, through a new escalation strategy

Tools I've used

Tools from my roles and from self-training.

Used on the job

ZendeskTicket management and escalation handling, Sterling Oil Exploration & Energy Production Co. Limited

MifosOnboarding, account management and KYC verification, Watu Credit

Avaya200+ daily inbound calls, iSON Xperiences, Jul 2022–Dec 2023

Additional tools

IntercomCustomer conversations and ticket status

SlackTeam communication

Calendly & ZoomCallback booking and meetings

Google WorkspaceGoogle Sheets and Google Forms

Self-trained; not yet used professionally

HubSpotSelf-trained; not yet used professionally

SalesforceSelf-trained; not yet used professionally

FreshdeskSelf-trained; not yet used professionally

Zendesk ticket queue showing urgent, escalated and pending tickets with SLA countdowns — **Zendesk — ticket management**Ticket queue during an active shift, organised by priority, SLA countdown and channel.

Intercom workspace showing a customer conversation with ticket status and assignment panel — **Intercom — conversation management**Customer conversation, ticket status and assignment panel.

Mifos & webphone — onboarding and voice supportCustomer profile open alongside a webphone dialler.

Calendly booking screen beside a Zoom meeting confirmation — **Calendly & Zoom — callback booking**Structured callback booking with auto-generated Zoom links.

Select any screenshot to open it at full size.

Work scenarios

Situations from my roles. Each names the employer and period.

Two stacked screens showing a KYC application being reviewed and corrected

KYC error correction

Pattern recognition

Watu Credit · Customer Support & Onboarding Specialist (Contract/Hybrid) · May 2026–present

Issue: A client's KYC application had a documentation mismatch.
Action: Identified the documentation mismatch and guided the customer through correcting the required documents.
Result: The application was approved and cleared for activation.

Team chat message confirming corrected weekly and total repayment amounts

Repayment amount error escalated and corrected

Error identificationEscalation

Watu Credit · Customer Support & Onboarding Specialist (Contract/Hybrid) · May 2026–present

Issue: An error in the repayment amounts on an onboarding case.
Action: Identified the error and escalated it to leadership.
Result: The escalation led to a new investigation, and the repayment amounts were corrected.

High-value delayed-delivery dispute

De-escalation

Sterling Oil Exploration & Energy Production Co. Limited · Customer Support Lead – Escalations · Jan 2024–Mar 2026

Issue: A high-value account was at risk of leaving over a delayed delivery.
Action: Led de-escalation of the high-value delayed-delivery dispute.
Result: Retained the customer and avoided a potential ₦20 million account loss.

High-volume inbound call resolution

Volume management

iSON Xperiences · Customer Service Representative · Jul 2022–Dec 2023

Issue: Sustaining CSAT and FCR targets while handling 200+ inbound calls a day.
Action: Prioritised by urgency, used structured templates without sounding scripted, and escalated only when genuinely necessary.
Result: 94.7% CSAT and 89.4% FCR across the period.

Results summary graphic: Sterling Oil Exploration & Energy Production Co. Limited's 9-agent support team QA score rose from 82.5% to 93.1%

Escalation strategy and team QA lift

Escalation strategy

Sterling Oil Exploration & Energy Production Co. Limited · Customer Support Lead – Escalations · Jan 2024–Mar 2026

Issue: QA for the 9-agent support team was 82.5% and needed a clearer escalation strategy.
Action: As primary escalation point, designed and implemented an escalation strategy.
Result: Team QA rose from 82.5% to 93.1%.

Training new hires, building team standards

Two training pieces I wrote for agents handling dual-issue tickets: a model escalation summary and a model email response.

Internal escalation note covering a customer issue and a VoIP outage with root cause and retention risk — **Model escalation summary**A template showing how to communicate a dual-issue ticket, root cause, urgency and retention risk in one handover.

Annotated customer email response showing greeting, empathy, ownership and clarity — **Model email response**An annotated example showing professional tone, empathy and clear expectations.

Sterling Oil Exploration & Energy Production Co. Limited · Jan 2024–Mar 2026

Background

Experience

Watu CreditCustomer Support & Onboarding Specialist (Contract/Hybrid) · May 2026–Present

Sterling Oil Exploration & Energy Production Co. LimitedCustomer Support Lead – Escalations · Jan 2024–Mar 2026

iSON XperiencesCustomer Service Representative · Jul 2022–Dec 2023

Education

Diploma, Information SecurityScholars International Institute of Technology, India · 2016

Certifications

Foundation in AML & KYCKYC Lookup · Sep 2026

Diploma, Customer ServicesOxford Home Study Centre · Jan 2025

Certificate of Training CompletioniSON New Hire Induction Program · iSON Xperiences · Jul 2022

Languages

EnglishNative

HausaNative

YorubaFluent

What I handle day to day

Managing high-volume support150+ interactions daily across onboarding, KYC verification and account activation, prioritising requests.

Owning escalationsPrimary escalation point for a 9-agent support team.

Supporting onboarding and KYCGuiding customers through onboarding, verification and account activation, and correcting application errors through callbacks.

Verifying accounts and preventing fraudKYC and account ownership verification at iSON Xperiences, including SIM-swap identification and escalation of verified cases for fraud reporting.

CRM accuracy and documentationRecords, ticket documentation and case tracking with a compliance focus.

Improving support operationsIdentifying recurring issues and escalating them for fixes, such as self-service unlock guidance for post-payment device-lock issues.

Skills backed by proof

Escalation handling20+ escalated tickets daily by phone, email and chat in Zendesk (Sterling Oil Exploration & Energy Production Co. Limited).

De-escalation and empathyLed de-escalation of a high-value delayed-delivery dispute, retaining the customer and avoiding a potential ₦20 million account loss (Sterling Oil Exploration & Energy Production Co. Limited).

CRM and ticket managementZendesk (Sterling), Mifos (Watu Credit) and Avaya (iSON), with accurate logging and documentation.

PerformanceEarned 3 performance incentives for sustained AHT, CSAT, FCR and QA targets (iSON Xperiences).

Onboarding performanceConsistently exceeds the 4,500 monthly target at 98% verification accuracy.

Team training and coachingWrote escalation and email training materials and set team training standards and a QA scoring template.

Root-cause analysisIdentifies patterns behind repeat contacts and recurring errors.

How I improve customer experience

Reduce response timeUsing macros wisely, knowing escalation paths in advance, personalising templates.

Handle difficult customersAcknowledge frustration genuinely, take ownership immediately, give specific actions.

Improve satisfaction proactivelyFollow up after resolution to confirm the issue is fully resolved.

Prevent escalationsIdentify root causes, not just symptoms, to reduce repeat issues.

What customers say

Individual customer responses from resolved interactions, shown as examples. They are not aggregate scores.

**Conversation rating**Positive customer conversation rating left on a resolved live chat (individual rating).

Survey response showing a five out of five satisfaction rating and a nine out of ten likelihood-to-recommend score — **Survey response**A 5/5 satisfaction rating and a 9/10 likelihood-to-recommend rating from one customer, who noted that earlier responses were reviewed and everything was resolved in a single day.

Four people stacking hands together over a desk with open laptops and notebooks

Let's work together

Based in Lagos, Nigeria (UTC+1). Open to remote customer support, onboarding and KYC operations roles with companies that hire in Nigeria, including US, UK and EMEA teams hiring through contractor or employer-of-record arrangements. Home office with backup power and redundant internet.

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