Open to opportunities

Comfort Progress

@comfortprogress

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Customer service professional with 4+ years delivering multi-channel fintech and telecom support across Nigeria.

Nigeria

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What I'm looking for

I want to bring my multi-channel customer support experience to a digital-first company that values service excellence and customer-centric VAS/telecom solutions, especially in fintech—where I can deliver first-contact resolution, retention, and confident escalation.

I’m a customer service professional with 4+ years of hands-on experience delivering high-quality client support across fintech, financial services, retail, education, and telecom—where accuracy, documentation, and first-contact resolution matter most. I’m comfortable working in fast-paced, digital-first environments while protecting brand integrity.

In remote Virtual Client Support & Marketing work, I supported a 5,000+ customer portfolio through phone and WhatsApp, using product-informed guidance to help clients choose the right solutions. I also ran scheduled wellness follow-ups across the full base, strengthened long-term relationships, and contributed to monthly sales targets through structured outreach.

Across customer service and CRM roles, I handled inbound inquiries and complaints for 500+ customers via phone, live chat, and email, maintaining strong satisfaction through swift resolution and clear escalation ownership. I’ve tracked service metrics and built reliable reporting with tools like Google Sheets and Excel, and I’ve supported client records using Salesforce, HubSpot, Zoho CRM, and Sniper CRM.

On the recovery side, I managed 1,500+ and 2,000+ overdue clients by negotiating repayment plans with firmness and empathy, while maintaining complete interaction histories in Zoho CRM and other systems. I thrive under high-volume conditions, communicate effectively in multiple languages, and consistently aim for measurable results—like maintaining a 90%+ first-contact complaint resolution rate.

Experience

Work history, roles, and key accomplishments

Virtual Client Support & Marketing Rep.

Janis Nutraceutical Company

Mar 2023 - Nov 2025 (2 years 8 months)

Delivered remote, product-informed client support to a 5,000+ customer base across phone and WhatsApp, improving complaint resolution and retention. Managed customer documentation and follow-ups using Google Sheets, Excel, WhatsApp Business, and Sniper CRM, and supported sales through outbound outreach.

Phone Support WhatsApp Product Support Complaint Resolution Customer Retention Google Sheets Excel Sniper CRM Customer Documentation

Customer Service Officer

Fairshop Retail Limited

Nov 2022 - Feb 2023 (3 months)

Managed inbound inquiries and complaints for 500+ customers across phone, live chat, and email with swift resolution and high satisfaction. Maintained customer records in Salesforce and generated qualified sales leads via consultative phone interactions.

Customer Service Active Listening Empathy Phone Support Live Chat Email Support Complaints Salesforce Lead Generation Telephonic Consulting Escalation Ownership HubSpot Zoho CRM Sniper CRM Avaya Excel

Loan Recovery & Client Relations Officer

Ultim Credit Limited

Mar 2022 - Oct 2022 (7 months)

Engaged 1,500+ clients with overdue accounts through structured, solution-focused dialogue across phone, email, and chat to negotiate repayment plans. Tracked case progress and interactions in Zoho CRM to ensure accurate documentation and timely follow-up.

Loan Recovery Client Relations Phone Email Chat Repayment Plans Zoho CRM Google Sheets Excel Documentation Follow up HubSpot

Student Counsellor & Client Engagement

Career Path International Education

Jan 2022 - Mar 2022 (2 months)

Served as the primary point of contact for students and parents, providing guidance on academic and career pathways. Managed local and international admission application processing and marketed institutional programmes to meet enrolment targets.

Client Engagement Career Pathways Application Processing International Admissions Programme Marketing Enrollment Targets

Loan Recovery Officer - Fair Money

Fair Money Project

Aug 2021 - Jan 2022 (5 months)

Seconded to the Fair Money loan recovery project to engage 2,000+ defaulting clients through structured, multi-channel outreach. Utilised HubSpot and Avaya to track recovery progress and negotiated repayment plans while preserving client relationships.

Loan Recovery Client Engagement Defaulting Loan Clients Phone Email Chat HubSpot Avaya Repayment Plans Client Relationship Management

Customer Care Rep - Airtel Campaign

Airtel

Feb 2021 - Aug 2021 (6 months)

Worked as a Customer Care Representative for the Airtel campaign.

Treasurer

NANS JCC Oyo Axis

Jan 2020 - Jan 2021 (1 year)

Served as Treasurer for NANS JCC Oyo Axis.

Financial Secretary

Students Union Gov't (SUG)

Jan 2019 - Jan 2020 (1 year)

Managed customer interactions for a high-volume Airtel campaign, engaging 5,000+ SUG customers across inbound and outbound channels while ensuring consistent service quality and brand alignment. Used Avaya for call management and produced daily service reports with Excel while maintaining complaint resolution within first contact.

Customer Service Airtel Campaign Support Avaya Complaint Resolution Service quality Excel