Bolanle Afusat Otun

I've supported customers, students, parents, donors, and travelers across remote, high-volume environments for more than 15 years. At the Lagos State Ministry of Education, I serve as a primary contact for 150+ clients annually and maintain a 98% satisfaction rate.

I've resolved complex inquiries, de-escalated high-emotion concerns, maintained accurate digital records, and trained more than 10 colleagues on service standards and escalation procedures. I also strengthened long-term client relationships through parent-facing events that grew engagement by 25% over three years.

At Dreamport, I handled flight bookings, accommodation arrangements, itinerary changes, and travel disruptions across ASPTickets and Oojo Travel Services. In remote virtual assistant roles with Ned3edu Funds Canada and Alif Properties, I managed client and donor inquiries end-to-end while maintaining CRM records for reporting and retention.

I bring calm, empathetic communication across email, phone, chat, and virtual platforms, supported by CRM experience in Salesforce, HubSpot, Zoho CRM, and Freshworks. My training in data fundamentals, data science and analytics, Agile, and virtual assistance helps me use service data to improve customer experience and reporting.