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MERIT OBAYUWANA
Open to opportunitiesCall Center Representative
Customer Support Specialist with 5+ years driving retention and CSAT.
NigeriaCall Center Representative at E&A Modeling And Casting
About
I’m a performance-driven, metrics-focused Customer Support Specialist with 5+ years of experience delivering cross-border omnichannel technical and operational support across B2B, SaaS, and e-commerce platforms. I manage 60+ daily international interactions, mitigating churn while optimizing remote helpdesk workflows to consistently exceed international CSAT/SLA standards.
At DEBRA'S GRACE LIMITED, I resolve 40–60+ high-tier technical and account inquiries daily, orchestrate global omnichannel support (chat, email, voice), and strengthen retention through end-to-end escalation management and cross-functional feedback loops with product and engineering. I’m highly proficient with CRM data validation, ticket lifecycle management, and workflow optimization to reduce First Response Time (FRT), improve Average Handle Time (AHT), and prevent checkout and billing issues that lead to cart abandonment.
Experience
Call Center Representative
Managed high-volume inbound communications in a fast-paced environment, consistently exceeding SLA, operational throughput, and performance targets. Audited international user account discrepancies and standardized internal data validation processes to preserve CRM data integrity across cloud-based support systems.
SLA ManagementData ValidationData IntegrityCloud SupportThroughputAudit
Education
MIVA Open University
Pursuing a Bachelor's in Entrepreneurship at MIVA Open University (2024–present).
Pursuing a Bachelor's in Entrepreneurship at MIVA Open University (2024–present).
Delta State Polytechnic
Studied at Delta State Polytechnic (2018–2021), focusing on professional frameworks and best practices.
Studied at Delta State Polytechnic (2018–2021), focusing on professional frameworks and best practices.
Coursera
Completed a Coursera professional credential diploma in Mass Communication & Journalism with coursework covering Customer Success and Remote Operations.