Bukola Alabi

Conducted outbound calls to US-based seniors, educating them on government benefit programs and guiding them through enrollment. Converted prospects into active clients through empathetic communication, enrolling 5-8 new clients weekly.

Handled 300+ customer interactions daily across live chat, email, and social media, resolving complex queries on payments, transfers, loans, and investments. Maintained a 97%+ CSAT score and identified upsell opportunities within support interactions.

Managed a portfolio of SMB clients with full accountability for retention, revenue growth, and long-term partnership value. Proactively monitored account performance to identify churn risks and executed expansion opportunities through upselling.

Oversaw digital engagement operations across social media and email channels, ensuring SLA compliance and service consistency. Maintained a 95% customer satisfaction rating while managing escalations and coordinating cross-functional resolution.

Managed end-to-end customer engagement for digital lending portfolios across phone, email, and social media, exceeding KPIs in customer satisfaction, response time, and collections performance. Improved account health metrics, contributing to a 30% increase in positive customer feedback within three months.

Completed the Developing Emotional Intelligence in Teams course in 2021.

Completed the Master Strategic Thinking and Problem Solving course in 2021.

Completed the Customer Service: Soft Skill Fundamentals course in 2019.

Bachelor of Science in Political Science, graduated in 2017.