Samson Chukwuemelie Ozor
About Candidate
Results-driven Customer Support and Success professional with over 3 years of experience in telecommunications, iGaming, ecommerce, and technology. Skilled in managing high-volume customer interactions across multiple channels, leveraging CRM tools (Zendesk, Payment IQ, Slack, Google Workspace) to resolve issues efficiently and enhance satisfaction. Adept at guiding clients through complex processes and recognized for driving service improvements, coaching teams to higher performance, and delivering measurable results, including improved first-contact resolution rates and award-winning customer care. Passionate about building strong relationships, creating seamless user experiences, and contributing to organizational growth in fast-paced, customer-centric environments.
Education
Bachelor's Degree
Work & Experience
Monitored and reviewed user-generated content across multiple platforms to ensure compliance with community guidelines and company policies. Identified, flagged, and resolved harmful, inappropriate, or misleading content in real-time. Actively engaged with users to foster a safe, inclusive, and interactive online community.
Provided first-line technical support via phone, email, and chat, resolving customer concerns. Diagnosed and troubleshot technical problems, escalating complex cases to advanced support teams as needed. Leveraged CRM tools to manage tickets and ensure timely resolution, enhancing customer satisfaction. Documented technical issues and solutions, contributing to a comprehensive knowledge base.
Supported customers on a sports betting and online gambling platform, addressing issues with betting slips, odds, payouts, account verification, and responsible gaming. Assisted social casino users with gameplay questions, coin purchases, bonus claims, and general platform support. Contributed to a 90% improvement in service quality by participating in quality checks, feedback loops, and internal support audits. Analyzed customer support trends, identified process gaps (especially during after-hours), and helped implement solutions that improved service compliance by 20%.
Provided customer support to users across online gambling and social casino platforms, resolving inquiries related to gameplay, account access, deposits/withdrawals, bonuses, and platform functionality. Maintained a 95% First Contact Resolution (FCR) rate by delivering fast and accurate responses via email and live chat. Handled escalations involving payment delays, responsible gaming concerns, and fraud-related issues with strict adherence to compliance guidelines. Worked independently during late-night and off-peak hours, contributing to a 15% rise in customer satisfaction (CSAT).
Coached and mentored a team of 15+ employees, improving their efficiency and service quality by 25%. Worked with the social media team to moderate content, ensuring compliance with community standards and company policies. Identified and reported red flags such as hate speech, misinformation, scams, and inappropriate content to maintain a safe and engaging online space. Assisted the quality team in categorizing call data, helping optimize moderation processes and risk assessment
Built long-term customer relationships, contributing to a 20% increase in repeat business, and collaborated with cross-functional teams to address customer needs. Delivered top-notch support to clients, resolving queries within SLA guidelines and maintaining detailed records.
