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Jennifer Nwagugu
Looking for a jobCommunity Support & Call Operations Lead
Customer Success Manager at ALX Nigeria who built a QA scorecard and KPI framework from scratch for a 14-agent support team.
NigeriaCommunity Support & Call Operations Lead at ALX Nigeria
Experience
Community Support & Call Operations Lead
Lead and supervise a 14-agent call and community support team across phone, email, and WhatsApp. Built QA scorecard, KPI framework, and performance dashboard; manage escalations and report insights to leadership.
Customer SupportTeam LeadershipKPI ManagementQA FrameworksEscalation ManagementZendeskFreshdeskWhatsApp BusinessGoogle SheetsProcess Improvement
Customer Support Agent, Inbound & Outbound
Handled inbound and outbound customer calls and DMs, logging every interaction in Ruut CRM.
Customer SupportInbound CallsOutbound CallsCRMRuut CRM
Community Support Lead
Led daily member support for a remote creator community on Discord, resolving issues and escalating where needed.
Community SupportDiscordIssue ResolutionEscalation Management
Education
University of Nigeria, Nsukka
Bachelor of Science in Political Science from the University of Nigeria, Nsukka.
Google
Completed the Google Data Analytics Programme.
ALX Africa
Completed the Data Analytics Programme at ALX Africa.
ALX Africa
Completed the ALX Virtual Assistant Programme.