Customer experience and quality specialist with over three years of expertise in supporting global teams, enhancing workflows, and simplifying complex information for customers and support agents. Proficient in identifying recurring issues, updating help center and internal content, and translating product or policy changes into clear, actionable guidance. Recognized for calm communication, ownership, and meticulous attention to detail, thriving in environments that prioritize independence, problem-solving, and continuous improvement. Adept at managing multiple projects in competitive settings while demonstrating strong interpersonal and collaboration skills, with a commitment to rigorous reviews and auditing procedures.
Hi, I’m
VIVIAN MBAH
Customer Support And Quality Assurance Specialist
Summary
Overview
4
years of professional experience
4
Certifications
1
Language
Work History
HUGO TECHNOLOGIES
QUALITY ASSURANCE SPECIALIST
12.2024 - Current
Job overview
- Reviewed and evaluated agent interactions to ensure accuracy, consistency, and alignment with Outschool’s quality standards.
- Identify and flag recurring technical issues, track trends, and escalate to the appropriate teams.
- Spot training opportunities by analyzing agent performance and QA trends, and recommend targeted support.
- Turned product updates and policy changes into clearer, more practical explanations for agents through internal notes and documentation.
- Updated help center articles, internal FAQs, macros, and knowledge base entries when product workflows changed or gaps were identified.
- Contribute to process improvement by highlighting friction points in workflows.
- PLATFORM SUPPORT FOR OUTSCHOOL
HUGO TECHNOLOGIES
BILLING AND CONCIERGE SPECIALIST
03.2025 - 05.2025
Job overview
- Resolved 70+ weekly customer inquiries related to billing, payments, and subscription management while maintaining a 98% CSAT.
- Provided VIP onboarding and concierge support for high-value accounts, boosting retention by 10%.
- Collaborated with Finance and Product to address recurring billing issues and implement process improvements.
- PLATFORM SUPPORT FOR OUTSCHOOL
HUGO TECHNOLOGIES
PLATFORM SUPPORT SPECIALIST
05.2022 - 12.2024
Job overview
- Delivered high-quality customer support with a 97%+ CSAT and 50%+ Klaus score over 7 months.
- Investigated customer issues by analyzing records and platform data to drive swift resolutions.
- Collaborated with external payment partners (PayPal, Stripe) to resolve transaction issues.
- Handled high-volume queries while maintaining SLA targets and first contact resolution.
- PLATFORM SUPPORT FOR OUTSCHOOL
DIVA CAKES & CONFECTIONS
SALES REPRESENTATIVE
05.2021 - 08.2021
Job overview
- Manage a portfolio of clients and drive existing business through relationship management with key contacts.
- Facilitating customers’ satisfaction through an immediate resolution of conflict, which in turn strengthens customer loyalty.
- Managing employee relations, maintaining an open, friendly culture, and motivating employees to reduce monthly turnover.
- Successfully increased sales by 15% within 3 months, contributing to overall revenue growth.
HAVANA CITY TRUST AND INVESTMENT LTD.
PERSONAL ASSISTANT/BUSINESS DEVELOPMENT REPRESENTATIVE
11.2019 - 02.2021
Job overview
- Gave sales-driving contributions to the CEO, which increased sales by 5% in the first month of use and an average of 6.2% in subsequent months.
- Involved in the planning, execution, and completion of assignments and projects, which always followed a systematic process in record time.
- Prepared a comprehensive weekly report for the CEO to help them know their strengths and weaknesses at a glance, which results in better decision-making in the business.
Education
UNIVERSITY OF LAGOSLagos, Nigeria
Bachelor of Science (BSC..) from Chemistry
11.2019
University Overview
GPA: Second Class (Upper Division)
LAGOS STATE SENIOR MODEL COLLEGELagos, Nigeria
West African Examination Council
08.2015
University Overview
Skills
Tier 1–3 Technical Troubleshooting & Bug Escalation
Certification
LinkedIn Customer Service Problem Solving and Troubleshooting, 2022.
Timeline
BILLING AND CONCIERGE SPECIALIST
HUGO TECHNOLOGIES
03.2025 - 05.2025
QUALITY ASSURANCE SPECIALIST
HUGO TECHNOLOGIES
12.2024 - Current
PLATFORM SUPPORT SPECIALIST
HUGO TECHNOLOGIES
05.2022 - 12.2024
SALES REPRESENTATIVE
DIVA CAKES & CONFECTIONS
05.2021 - 08.2021
PERSONAL ASSISTANT/BUSINESS DEVELOPMENT REPRESENTATIVE
HAVANA CITY TRUST AND INVESTMENT LTD.
11.2019 - 02.2021
LAGOS STATE SENIOR MODEL COLLEGE
West African Examination Council
UNIVERSITY OF LAGOS
Bachelor of Science (BSC..) from Chemistry
LEADERSHIP EXPERIENCE
LEADERSHIP EXPERIENCE
- PRESIDING OFFICER BAYELSA SENATORIAL BYE-ELECTION (NYSC) November 2020–December 2020
INDEPENDENT NATIONAL ELECTORAL COMMISSION (Bayelsa State)
- Oversaw the activities of subordinate officers, giving instructions and advice where and when necessary.
- Made sure all processes involved followed both state and national guidelines for operation.
- Observed 100% time management, starting and ending at the stipulated time.
- PRINCIPAL STUDENT TEACHER November 2018–January 2019
MARE SCHOOLS (Alapere, Lagos State)
- Served as a class teacher for secondary school students, impacting their knowledge of certain subjects like chemistry and agricultural science.
- Ensured records-keeping of all students' results for future reference.
- Exposed the students to hands-on experience so as to ensure knowledge acquired can be utilized in the outside world.
- Created a good educational climate for the students through an effective teacher-student relationship that resulted in an average of 3% improvement in academic excellence from the previous term.
ACHIEVEMENTS & AWARDS
ACHIEVEMENTS & AWARDS
- Most outstanding student teacher in Mare schools, Alapere.
- Fastest learner amongst recruits of customer service representatives.
- Most talented Lagos State senior model college, Igbokuta, 2015/2016.