Open to opportunities

Ebunoluwa Okusanya

@ebunoluwaokusanya

Message

I am a Customer Relations Specialist improving satisfaction and reducing churn.

Nigeria

Message

What I'm looking for

I seek a collaborative mid-level role where I can reduce churn, increase product adoption, and apply CRM and data-driven strategies to improve customer satisfaction and scale onboarding.

I am a Customer Relations Specialist with 3+ years of experience across finance, technology, and service industries, handling inbound and outbound support, client onboarding, and relationship management.

I consistently drive measurable outcomes: achieved a 90%+ positive resolution rate, coordinated with developers to reduce escalations by 40%, designed customer education campaigns that cut repeated inquiries by 25%, increased repeat customers by 15%, and supported a 20% product improvement rate through complaint analysis.

I work with CRM and support platforms (Salesforce, HubSpot, Zoho, Zendesk, Freshdesk, Intercom) and productivity tools (Excel, Trello, Asana). I focus on feedback-driven improvements, cross-functional collaboration, and data-informed strategies to reduce churn and boost product adoption.

Experience

Work history, roles, and key accomplishments

Customer Relations & Communications Officer

PSENSE

Jan 2024 - Jan 2025 (1 year)

Handled customer complaints and inquiries across social, email, and live chat, achieving a 90%+ positive resolution rate and reducing escalations by 40%. Designed customer education campaigns that cut repeated inquiries by 25% and improved cross-team issue resolution.

Customer Support Live Chat Social Media Support Escalation Management Customer Education CRM Zendesk Data Analysis

Customer Support & Communications Specialist

Pearwheel Nig. Ltd

Jan 2021 - Jan 2024 (3 years)

Engaged customers via Intercom, WhatsApp, and social platforms, implementing structured follow-ups that increased repeat customers by 15%. Tracked and analyzed complaints to inform product fixes, supporting a 20% product improvement rate.

Intercom WhatsApp Salesforce Customer Engagement Reporting Cross Functional Collaboration

CSR Representative (Outbound)

NewEdge Finance

Jan 2020 - Jan 2021 (1 year)

Performed daily outbound calls to users, assisting onboarding and feature adoption which increased adoption rates by 25%. Promoted campaigns contributing to a 20% rise in product usage while maintaining high satisfaction and meeting call targets.

Outbound Calling Onboarding MS Excel CRM Customer Retention Performance Tracking