Open to opportunities

Folorunso Egbedeyi

@folorunsoegbedeyi

Customer service professional delivering efficient resolutions, strong client relationships, and measurable retention gains.

Nigeria

Message

What I'm looking for

I seek a customer-facing role where I can use my CRM skills, high first-contact resolution, and communication strengths to improve satisfaction and retention.

I am a results-driven customer service representative with three years of hands-on experience in inbound and outbound support, student-facing frontline service, and CRM systems like Freshdesk and Zoho. I consistently deliver high first-contact resolution rates, drive customer retention (noted as a 40% uplift in outbound role), and maintain accurate records while handling high daily volumes of calls and inquiries.

I bring persuasive communication, empathy, and adaptability to fast-paced environments and have completed training in digital literacy, customer success, and virtual assistance to expand my technical and service capabilities. I aim to contribute to organizational growth through exceptional service delivery and collaborative process improvements.

Experience

Work history, roles, and key accomplishments

Current

Front Line Officer

Current

Lead City University

Mar 2024 - Present (1 year 7 months)

Served as first point of contact for students, parents, and visitors handling 50+ daily inquiries and maintained student records while achieving a 90%+ first-contact resolution rate.

Customer Service Student Registration CRM Records Management Conflict Resolution Data Entry Communication Multitasking

Customer Service Representative

MKOPA / ISON BPO International Limited

Dec 2021 - Apr 2023 (1 year 4 months)

Managed 100+ outbound calls daily, increased customer retention by 40% through proactive support and upsells, and consistently converted inquiries into renewals and sales.

Outbound Calling Customer Retention Upselling Objection Handling CRM Problem Solving Performance Metrics

Customer Service Representative

MTN Process / ISON BPO International Limited

Jan 2020 - Oct 2021 (1 year 9 months)

Handled 100+ inbound calls daily, resolved technical and service issues to improve first-call resolution and collaborated cross-functionally to reduce average handling time.