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Damilola Omojare

@damilolaomojare

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Customer support specialist improving retention, CSAT, and response times across channels.

Nigeria

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What I'm looking for

I’m looking for a customer-focused role where I can drive retention and measurable CSAT/NPS improvements through SLA-first problem solving, proactive onboarding, and multichannel support while collaborating with product/operations to reduce repeat issues.

I’m a dedicated customer support specialist with 2+ years of experience across customer service, customer success, retention, and multichannel support in real estate, financial services, healthcare, and retail. I focus on first-contact resolution (FCR), proactive relationship management, and structured onboarding to turn issues into long-term trust.

In my recent role, I maintained a 95% CSAT and NPS of +48 by resolving escalated cases within SLA, managing 300+ tickets weekly in Zendesk, and coaching agents on quality standards. I also improved live-chat performance by reducing average response time from 4 minutes to under 90 seconds, helped cut inbound ticket volume by 18% through cross-functional product improvements, and increased retention-driven revenue by 15% through upsell and cross-sell opportunities.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Foodco NG

Jan 2022 - Present (4 years 5 months)

Managed a customer portfolio and drove first-contact resolution through proactive relationship management and structured onboarding, maintaining 95% CSAT and +48 NPS. Reduced average response time from 4 minutes to under 90 seconds, ensured SLA compliance on a 300+ weekly Zendesk ticket queue, and worked with product/operations to cut inbound ticket volume by 18%.

CSAT NPS Management Cross Functional Collaboration Zendesk SLA Customer Retention Customer Onboarding Live Chat Support

Customer Support Specialist

TIScontact

Jan 2021 - Jan 2022 (1 year)

Handled inbound support and outbound retention campaigns using HubSpot CRM, resolving escalated cancellation and renewal cases within a 24-hour SLA window. Achieved 95% customer satisfaction, converted at-risk customers through cancellation/renewal negotiations, and identified upsell/cross-sell opportunities contributing to a 15% increase in average revenue.

HubSpot CRM Customer Retention SLA Management Cancellation & Renewal Support Upselling Cross Selling

Customer Service Representative

Adron Homes

Jan 2019 - Jan 2021 (2 years)

Resolved customer complaints across orders, payments, and service delivery by managing 60+ daily inbound calls, emails, and live-chat inquiries within SLA timelines. Processed orders, verified payments, coordinated with logistics teams, maintained 100% Zoho CRM interaction record accuracy, and achieved 82% average first-contact resolution.

Zoho CRM Multichannel Support Inbound Calls Order Processing Logistics Coordination First Contact Resolutions