Chidinma O.
Mid-Level Customer Support Team Lead
Open to offersNew to PlatformAbout
Chidinma O. is a seasoned Customer Support Specialist and Executive Virtual Assistant with over six years of experience in the e-commerce and fintech industries. With a demonstrated history of managing high-volume customer interactions and resolving complex payment issues, she has a proven track record of enhancing operational efficiency. Currently, Chidinma leads a customer support team at Konga Online Nigeria Limited, where she ensures the consistent achievement of SLA targets and improves refund processing turnaround times. Her expertise in CRM systems and SLA management is complemented by her ability to coordinate cross-functional communication to resolve escalated issues, ensuring seamless service delivery. At Excelerate, she managed a remote team using agile methodologies, achieving 100% on-time project delivery. Chidinma's strong skills in cross-functional coordination and project management make her a valuable asset in remote, fast-paced environments.
Experience
Virtual Operations Manager / Project Coordinator
Excelerate · 2026 — 2026Direct a remote team of 10 members, utilizing agile methodologies for a time-sensitive operations project. Organize task distribution, sprint planning, and time-zone collaboration to promote efficient workflow. Ensure project completion within deadlines while fostering team efficiency and accountability. Employ collaboration tools such as Trello, Google Workspace, and virtual communication platforms to support teamwork. Create structured workflows and reporting systems to monitor progress and performance.Team Lead, Payment Support
Konga Online Nigeria Limited · 2020 — PresentOversee and guide a customer support team to ensure adherence to SLA targets and maintain service quality. Manage high-volume refund processing, focusing on minimizing delays and optimizing turnaround times. Evaluate customer complaints and devise solutions that improve customer satisfaction and retention. Facilitate communication across operations, finance, and support teams to address escalated issues. Prepare weekly performance reports to enhance team productivity and inform decision-making.
Skills & Expertise
Education
- Bachelor of Science in Hospitality and Tourism ManagementImo State University · 2004 — 2007
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