Franklin Ogbonna

Franklin Ogbonna

About

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Lagos, Nigeria

Contact Franklin regarding: 
Flexible work

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work
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school
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Résumé


Jobs verified_user 0% verified
  • PalmPay
    Customer service operations lead (csat)
    PalmPay
    Jan 2026 - Current (10 months)
    As a Customer Service Operations Lead (CSAT), I am responsible for overseeing the performance and efficiency of our customer service team, ensuring that we meet and exceed key performance indicators (KPIs) to enhance customer satisfaction. My role involves performance monitoring and data reporting to identify areas for improvement, utilizing tools such as Microsoft Excel and CRM systems to analyze trends and optimize our service campaigns. I lead a dedicated team, fostering teamwork and collaboration to solve complex problems and deliver exceptional customer service. Additionally, I leverage my organizational skills to manage team supervision and ensure that all outbound calls are handled effectively. While my focus is on customer service,
  • PalmPay
    Customer service team lead
    PalmPay
    Sep 2025 - Jan 2026 (5 months)
    As a Customer Service Team Lead, I am responsible for overseeing a dynamic team dedicated to delivering exceptional customer service. My role involves team management and supervision, ensuring that all team members are aligned with our key performance indicators (KPIs) to drive performance monitoring and improvement. I utilize CRM tools to track customer interactions and enhance service delivery, while also leveraging Google Workspace and Microsoft 365 for efficient communication and collaboration. Although my current responsibilities do not directly involve marketing analytics, marketing automation, campaign optimization, or lead generation, I understand their relevance in a broader business context, as they contribute to overall customer
  • PalmPay
    Customer Care Representative
    PalmPay
    May 2024 - Sep 2025 (1 year 5 months)
    As a Customer Care Representative, I assisted customers with inquiries, complaints, and transaction issues, ensuring prompt resolution and maintaining high levels of customer satisfaction. I conducted extensive research to effectively address customer concerns and maintained detailed records of customer interactions and feedback to enhance service delivery. My role involved utilizing Microsoft Word, Excel, and PowerPoint to document reports and presentations, which contributed to efficient communication within the team. I prioritized customer satisfaction by providing personalized and efficient support, demonstrating strong listening skills, problem-solving abilities, and leadership qualities in handling customer interactions. Additionally,
Education verified_user 0% verified
  • Babcock University
    Bachelor ' s Degree in International Law & Diplomacy
    Babcock University
    Aug 2017 - Jul 2021 (4 years)