Open to opportunities

AYOKUNLE Idowu

@ayokunleidowu

Message

Customer Care Representative focused on retention and fast, empathetic complaint resolution.

Nigeria

Message

What I'm looking for

I want a customer-focused role where I can handle high-volume interactions, resolve complaints end-to-end, and use CRM tools to improve retention—while collaborating cross-functionally in a fast-paced, service-excellence culture.

I’m a results-driven Customer Care Representative with over 2 years of progressive experience in contact centre operations, customer experience management, and service delivery across banking and telecommunications. I handle high-volume inbound and outbound interactions with professionalism, empathy, and efficiency, while keeping accurate documentation and follow-through.

In my recent role at Stanbic IBTC Bank, I served as a primary point of contact for customers, resolved service-related queries, and escalated complex issues to ensure timely closure and satisfaction. I also conducted structured follow-up and retention calls, contributing to a measurable lift in loyalty through proactive communication.

At ipNX Nigeria Limited, I managed inbound call queues, executed 80–100 outbound calls daily, and diagnosed billing and technical issues—helping reduce repeat call-ins by addressing root causes. I combine CRM systems, complaint resolution, and cross-functional collaboration to identify trends, support systemic fixes, and consistently drive customer retention improvements.

Experience

Work history, roles, and key accomplishments

Contact Center Consultant

Stanbic IBTC Bank

Sep 2025 - Mar 2026 (6 months)

Served as a primary point of contact for customers via high-volume inbound calls, delivering prompt, empathetic support and escalating complex issues for timely resolution. Logged accurate customer interaction records and conducted follow-up/retention calls to reduce churn.

De escalation Customer Escalation Customer Retention De Escalation Service Delivery

Customer Experience Advocate

IpNX Nigeria Limited

Sep 2024 - Jun 2025 (9 months)

Managed inbound queues and resolved customer inquiries with accuracy, empathy, and speed while executing 80–100 outbound calls daily to assess satisfaction and re-engage inactive customers. Diagnosed billing and technical issues, achieving a 20% reduction in repeat call-ins through root-cause resolution and proactively addressing escalated complaints with cross-functional teams.

Outbound Calling Root Cause Analysis CRM Systems

Virtual Assistant (Remote)

Catalyst Hub

Sep 2023 - Jun 2024 (9 months)

Created client-facing proposals and presentations for onboarding programmes and social media strategy campaigns, and edited/restructured client CVs to improve clarity and professional presentation. Supported HR operations with document preparation, staff onboarding coordination, and scheduling for virtual meetings and task workflows.

Proposal Writing HR Operations Record Management Scheduling Microsoft Office

Operations & Dispatch Support

Integrated Diaries

Jun 2022 - Aug 2022 (2 months)

Processed customer product orders and coordinated with dispatch riders to ensure accurate, timely deliveries. Monitored inventory levels, flagged restocking needs, and supported packaging/dispatch preparation to maintain fulfillment accuracy and operational efficiency.

Order Processing Dispatch Coordination Team Collaboration