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Demilade Egbowon
Looking for a jobCustomer Success Lead
Customer Success Lead at Globalwire NG / MonieWorld, improving cross-border payment support through compliant onboarding and clearer service workflows.
NigeriaCustomer Success Lead at Globalwire NG / MonieWorld
Experience
Customer Success Lead
Provided interim leadership for the Customer Success function, overseeing onboarding, verification, and support for cross-border payment customers. Managed escalations, defined KPIs, and led complaint-management processes aligned with FCA expectations.
Customer SuccessCustomer OnboardingKYCAMLComplianceEscalation ManagementKPI MonitoringSLAQuality AssuranceCSATComplaint ManagementRoot Cause AnalysisStakeholder CoordinationCoachingZendeskSuperset
Regional Head, Customer Success
Led and developed a regional team of 60+ agents, defining and managing service KPIs across SLA, quality assurance, and CSAT. Built a centralized knowledge library, authored FAQs, and delivered product training to improve customer self-service and reduce repeat contact.
Team LeadershipKPI ManagementSLAQuality AssuranceCSATKnowledge ManagementContent CreationCustomer EducationProduct TrainingCross Functional CollaborationData AnalysisZendeskSuperset
Customer Support Executive / Relationship Manager
Provided customer support and relationship management services, handling customer inquiries and supporting account management.
Customer SupportRelationship Management
Customer Service Representative
Handled customer service inquiries and provided support to customers.
Customer Service
Education
Product Marketing Alliance
Currently pursuing a Product Marketing certification from Product Marketing Alliance.
University of Lagos
B.Sc. (Hons) in Sociology from the University of Lagos, completed in 2018.
B.Sc. (Hons) in Sociology from the University of Lagos, completed in 2018.
HubSpot Academy
Completed a Content Marketing certification from HubSpot Academy.
Udemy
Completed a Technical Writing course on Udemy.
NIBSS
Completed a certification on Harnessing Digital Financial Services in Nigeria, focusing on operations, risk, and service delivery.
GoMyCode Nigeria
Completed a Digital Marketing certification from GoMyCode Nigeria.
ALX Academy
Completed a Data Analytics certification from ALX Academy.
Coursera
Completed the Foundations of User Experience (UX) Design course on Coursera.