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JANET AGI
Ipaja
Work Preference
Summary
Detail-oriented professional with over 7 years in customer support and service desk operations. Expertise in managing client relationships, coordinating workflows, and ensuring timely resolution of issues, while consistently enhancing customer satisfaction through process improvements.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Team Lead, Customer Success
CWG Plc
Lagos
2025.12 - Current
- Led customer success team in managing client relationships and ensuring effective service delivery.
- Coordinated customer requests and ensured timely resolution to enhance client satisfaction.
- Monitored service performance and provided regular updates to management and clients to maintain transparency.
- Support process improvements to enhance customer satisfaction
Helpdesk Personnel (Team Lead)
CWG Plc
Lagos
2020.08 - 2025.12
- Led helpdesk operations and coordinated support team activities to ensure efficient service delivery.
- Oversaw incident tracking and ensured SLA compliance to enhance customer satisfaction.
- Provided first-level troubleshooting and escalated complex technical issues.
- Compiled operational reports and collaborated with internal teams to improve service delivery processes.
Customer Experience Centre Officer
CWG Plc
Lagos
2018.12 - 2020.08
- Acted as the first point of contact for customer inquiries and service requests, facilitating effective communication and support.
- Monitored service requests, ensuring timely resolution and enhancing customer satisfaction.
- Collected customer feedback, identifying trends to inform service improvement initiatives.
- Maintained customer records and coordinated with technical teams.
Front Desk Officer
Islanders Lounge
Ikeja
2015.10 - 2016.12
- Coordinated front desk operations and managed reservations to ensure smooth guest experiences.
- Addressed customer concerns with professionalism and efficiency to enhance satisfaction.
- Greeted guests warmly and ensured a positive first impression.
- Managed reservations and coordinated check-in/check-out processes efficiently.
- Answered phone calls and responded to inquiries promptly and professionally.
Education
BSc. - Accounting
Adekunle Ajasin University
Akungba2015-01
WASSCE -
Command Secondary School
Ibadan2005-01
Skills
- Customer success management
- Team Leadership & Workflow Coordination
- Process improvement
- Service Desk & Operations Support
- SLA monitoring
- Incident tracking
- Data management
- ManageEngine
- Email and communication tools
- Attention to Detail & Analytical Thinking
Certification
- ITIL 4 Foundation Certificate in IT Service Management, PeopleCert, 2025
- Diploma in Project Management, ALISON, 2023
- Customer Experience Management, Victory Consult, 2022
- Customer Service Training, ALISON, 2019
- Managing Customers Using Technology, ALISON, 2019
- Performance Management & Strategic Planning, ALISON, 2025
- ICAN, In View
References
- Ebenezer Ajibola, Product Manager, Connectivity, CWG PLC, 0803 889 9201
- Olufemi Olajiga, CEO, Netscope Systems, 0806 030 7850
Timeline
Team Lead, Customer Success
CWG Plc
2025.12 - Current
Helpdesk Personnel (Team Lead)
CWG Plc
2020.08 - 2025.12
Customer Experience Centre Officer
CWG Plc
2018.12 - 2020.08
Front Desk Officer
Islanders Lounge
2015.10 - 2016.12
BSc. - Accounting
Adekunle Ajasin University
WASSCE -
Command Secondary School