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Fitila Akinkunmi

@fitilaakinkunmi

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Customer Service Analyst in financial services who recommended process improvements that reduced handle time by 18%.

Nigeria

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What I'm looking for

I'm seeking a Customer Service Analyst role within financial services, with Series 6 licensing through employer sponsorship.

At Premier Financial Solutions, I handled account inquiries, transaction disputes, product education, and escalations, consistently ranking in the top 10% of agents for CSAT and First Call Resolution. I recommended seven process improvements that reduced average handle time by 18% and escalation volume by 22%.

Previously, at Apex Call Solutions, I provided inbound support for telecommunications and billing accounts. I also introduced quality checks that reduced data-entry errors by 30%.

Experience

Work history, roles, and key accomplishments

Senior Customer Service Representative

Premier Financial Solutions

Jan 2023 - Jan 2026 (3 years)

Ranked in top 10% of agents for CSAT and First Call Resolution. Handled 60-80 inbound calls daily, identified process improvements reducing handle time and escalations, and trained new hires.

CRM Systems Salesforce Zendesk Five9 Conflict Resolution Data Analysis Reporting Multitasking Prioritization Attention To Detail Cross Department Collaboration KPI Optimization CSAT Optimization Financial Products Excel

Customer Service Representative

Apex Call Solutions

Jun 2021 - Dec 2022 (1 year 6 months)

Provided high-volume inbound customer support for telecommunications and billing accounts. Accurately documented interactions, reduced data-entry errors, and handled VIP/escalation queue.

Call Center Operations Data Entry Quality Assurance Verbal Communication Customer Satisfaction Schedule Adherence