● Led daily operations of the Nigeria customer service team, ensuring exceptional service quality for a remote multilingual support function. ● Managed end-to-end recruitment for Customer Service Representatives: sourcing, interviewing, hiring, onboarding, and training. ● Developed, implemented, and continuously improved customer service Standard Operating Procedures (SOPs). ● Monitored team KPIs: service quality, productivity, response time, and customer satisfaction (CSAT). ● Conducted regular coaching sessions, performance evaluations, and continuous development programs. ● Collaborated cross-functionally to resolve complex customer issues and improve operational workflows. ● Managed performance incentive programs aligned with individual and team KPIs. ● Scaled the Nigeria customer service team from 4 to 20 members within 18 months through structured recruitment and onboarding. ● Recruited representatives across multiple Nigerian cities using Jobberman, Hot Nigerian Jobs, and LinkedIn. ● Consistently achieved team KPI targets for customer satisfaction, response time, and ticket resolution.

● Delivered multilingual customer support through Zendesk, WhatsApp, email, and Telegram, handling ~200 tickets per day. ● Assisted customers with account inquiries, payment verification, trading platform issues, complaints, and account-related requests. ● Verified customer information, payment records, and documentation while ensuring operational compliance. ● Maintained accurate customer records and CRM documentation; translated operational documents between Mandarin Chinese and English. ● Analyzed customer feedback and behavior to identify service improvement opportunities. ● Assisted with recruitment, onboarding, and internal training for new Customer Service Representatives; developed training materials and SOPs. ● Maintained a 96% average CSAT and under 2-minute average first response time, achieving A to A+ KPI ratings. ● Promoted from Customer Service Specialist to Senior Customer Service Specialist within one year based on outstanding performance.

● Coordinated communication between Indonesian employees and Chinese expatriates. ● Conducted candidate sourcing, CV screening, and preliminary interviews; managed HR administrative processes and recruitment records. ● Translated HR and operational documents between Mandarin Chinese, English, and Bahasa Indonesia. ● Assisted in vendor sourcing, procurement, and office operational expenses while supporting cross-functional projects.