Open to opportunities

Funmi Badejo

@funmibadejo

Customer Service & Support Specialist improving CSAT through scalable workflows, quality assurance, and remote team leadership.

Nigeria

Message

What I'm looking for

I’m looking for remote roles where I can lead customer experience quality, optimize support workflows, and improve CSAT through data-driven issue resolution and cross-functional collaboration.

I’m a Customer Service and Support Specialist with 10+ years of experience leading remote and on-site support teams. I handle high-volume inbound/outbound interactions via phone, chat, and email with international-based clients, consistently resolving complex issues while improving CSAT.

In my recent role as an AI Customer Experience Quality Analyst, I designed and optimized end-to-end support workflows and validated 500+ AI-generated responses for CX quality and compliance. Previously, as a Customer Experience Manager, I improved CSAT from 55% to 70%, reduced escalations by 40%, and increased customer retention by 10%, using CRM tools like Zendesk, Freshdesk, Salesforce, and HubSpot to drive measurable service improvements.

Experience

Work history, roles, and key accomplishments

Current

AI Customer Experience Quality Analyst

Current

Turing

Nov 2025 - Present (8 months)

Designed and optimized end-to-end customer support workflows (escalations, refunds, and knowledge base systems) to improve resolution consistency across AI-assisted CX. Validated and refined AI-generated customer support responses and personalization outputs using labeled customer interaction data.

Escalation Handling Refund Processing Knowledge Base Systems Validation

Customer Service & Logistics Coordinator

McGrocer

Aug 2025 - Oct 2025 (2 months)

Handled 200+ monthly customer inquiries and escalations via email and CRM, managing order processing and refunds with high accuracy. Coordinated international logistics with courier partners to maintain tracking accuracy and documentation quality.

Customer Escalation Order Processing Refunds Shopify Shopmate Logistics Coordination Shipment Tracking

Customer Experience Manager

Efficacy Construction Company

Jul 2023 - Jul 2025 (2 years)

Led customer experience (CX) operations across multiple service channels, supporting 500+ monthly interactions. Improved CSAT from 55% to 70%, reduced escalations by 40%, and increased retention by optimizing customer journey mapping.

CX Operations Multichannel Support CSAT Escalation Handling Issue Resolution Customer Journey Mapping Customer Retention

Service Delivery Executive

Longbridge Technologies Limited

Nov 2020 - Dec 2022 (2 years 1 month)

Managed 300+ customer incidents and escalations across SaaS support systems, ensuring SLA compliance and accurate ticket documentation. Reduced average resolution time by 20% through improved ticket triaging, prioritization, and escalation workflows, and supported cross-functional service delivery improvements.

Customer Escalation SaaS Support Freshdesk SLA Ticket Documentation Accuracy Prioritization Customer Feedback Analysis Cross Functional Collaboration

Customer Experience Team Lead

Wawooh Integrated Services Limited

Sep 2018 - Oct 2020 (2 years 1 month)

Led a multi-channel customer support team across email, chat, phone, and social media. Tracked performance and service quality in Zendesk, maintained response and resolution time targets, and improved team performance by 25% through coaching and feedback reviews.

Team Leadership Multichannel Support First Response Time Management Average Resolution Time Management Zendesk Coaching Feedback Service quality

Service Quality Manager

Shoptomydoor (Now Shiptonaija)

Jan 2017 - Jun 2017 (5 months)

Implemented quality assurance strategies to improve service productivity and customer satisfaction. Reduced contact per order by clarifying customer journey processes and built training materials and SOPs, conducting CX audits and performance evaluations.

Quality Assurance Customer Satisfaction Customer Journey And Training Materials SOP Development CX Audits Performance Evaluation

Head of Customer Service

Shoptomydoor (Now Shiptonaija)

Jan 2014 - Dec 2016 (2 years 11 months)

Led and managed a team of 10+ customer support agents. Improved complaint resolution by 40%, reduced onboarding time by 15% via structured training systems, and collaborated with Sales and IT to improve customer engagement strategies.

Customer Service Leadership Team Management Complaint Resolution Escalation Handling Agent Onboarding Training Systems Sales Alignment Collaboration Customer Engagement

Customer Service Personnel

Shoptomydoor (Now Shiptonaija)

Sep 2012 - Dec 2013 (1 year 3 months)

Handled 50+ daily customer inquiries across phone, email, and live chat. Improved retention by 45% through proactive follow-ups and was awarded Top Customer Service Representative in 2013.

Phone Support Email Support Live Chat Support Customer Retention