# Fitila Akinkunmi

Fitila Akinkunmi is a remote worker on Himalayas, Senior Customer Service Representative at Premier Financial Solutions, based in Nigeria.

Source: https://himalayas.app/@fitilaakinkunmi

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Nigeria |
| Authorized to work in | Nigeria |
| Salary expectations | 30k+ USD |
| Job categories | Customer Service Analyst |
| Skills | Customer Service, Financial Services, Call Center Operations, Process Improvement, Customer Satisfaction (CSAT) Optimization, First Call Resolution, KPI Optimization, Data Analysis, Reporting, Conflict Resolution, Financial Products, Salesforce, Zendesk, Five9, Excel |
| LinkedIn | https://linkedin.com/in/fitilarachel |

## What I'm looking for

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

## About

```text
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

### Senior Customer Service Representative

Premier Financial Solutions. Jan 2023 - Jan 2026

```text
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.
```

Skills: 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

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

Skills: Call-Center-Operations, Data-Entry, Quality-Assurance, Verbal-Communication, Customer-Satisfaction, Schedule-Adherence

## Education

### University of Benin

```text
Attended the University of Benin in Benin City, Nigeria. Degree and field of study not specified.
```

### Coursera

Customer Service Excellence Certificate, Customer Service. 2023 - 2023

```text
Earned a Customer Service Excellence Certificate from Coursera in 2023.
```

## Tech stack

- Salesforce
- Zendesk
- Microsoft Excel

To contact Fitila, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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