Efunniyi Oluwatofunmi

Manage a portfolio of 10 B2B enterprise accounts, driving 100% increase in order frequency for a major client and maintaining 0% churn across enterprise accounts during organizational change.

Managed a 300+ B2B/Enterprise portfolio worth $2M+ in MRR, driving onboarding, adoption, retention readiness, and expansion. Reduced onboarding time by 30% using structured enablement, lowered churn by 20% via Mixpanel, achieved an 80% renewal rate, and expanded 70 accounts through account health analysis and success plays.

Built and led a 3-person customer service team, implemented segmented engagement and standardized order processes that improved resolution times and increased platform utilization.

Managed high-volume inbound requests with a 2-minute average response time and coordinated dispatch for roadside assistance, leading to promotion within three months.

Provided high-volume customer support (30+ daily interactions) across live chat, calls, email, and CRM while maintaining 95% CSAT, 75% first-contact resolution, and ~2-minute AHT for non-technical issues. Built support workflows and documentation, coordinated a 3-person support team, bridged daily adoption gaps for 10+ clients, and improved first-contact resolution to 70% through faster diagnosis

Pursuing a Bachelor of Science in Business Administration with expected completion in April 2027, focusing on business fundamentals applicable to customer success and account management roles.