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Faith Afolabi

@faithafolabi

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Customer service specialist driving high first-contact resolution and exceptional client experiences.

Nigeria

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What I'm looking for

I seek a customer-facing role where I can resolve inquiries quickly, improve satisfaction, work remotely or in a collaborative team, and grow into senior support or client success responsibilities.

I am a results-oriented customer service specialist with proven success resolving 90% of inquiries on first contact while managing high-volume inbound calls and enhancing customer satisfaction. I have hands-on experience using CRM tools and ticketing systems to track, escalate, and resolve complex issues.

My background includes roles in retail and corporate customer care where I consistently improved service ratings and achieved strong resolution metrics, including a 95% resolution rate in prior positions. I am comfortable in remote environments and proficient with collaboration tools like Zoom, Teams, and Slack.

I hold a Bachelor of Education from the University of Ilorin and multiple customer service certifications, and I bring a calm, professional approach to complaint resolution, multitasking, and conflict management.

Experience

Work history, roles, and key accomplishments

Customer Care Representative

Ison Xperiences

Dec 2024 - Jun 2025 (6 months)

Managed high-volume inbound calls and resolved 90% of issues on first contact, improving customer satisfaction through effective escalation and CRM-driven case management.

Customer Support CRM Ticketing Systems Phone Support Live Chat Escalation Management Conflict Resolution Remote Collaboration

Sales Representative

Chicken Republic

Jan 2023 - Dec 2023 (11 months)

Assisted customers and processed POS transactions with 100% accuracy, contributing to improved store service ratings through prompt issue resolution and attentive service.

Point of Sale Customer Service Cash Handling Communication Customer Experience

Customer Service Representative

Kata-Kara

Jan 2022 - Dec 2022 (11 months)

Achieved a 95% resolution rate for customer inquiries via phone and in-person by providing after-sales support and efficiently escalating complex issues.

Phone Support Escalation Management CRM Multitasking