Helen Olatunji
@helenolatunji
I am a customer success specialist driving retention and exceptional multi-channel support.
NigeriaWhat I'm looking for
I am a customer success professional with over four years of experience building strong client relationships and ensuring customer satisfaction.
At Access Bank I managed 100+ customer interactions weekly, achieved a 90% first-contact resolution rate, and maintained and updated profiles for 120+ accounts per quarter while keeping social response times under 20 minutes.
I collaborate with Operations, IT, and crisis management teams to troubleshoot technical issues, protect brand reputation, and streamline workflows using CRM systems and Trello.
I hold a B.Sc. in Sociology and Anthropology and completed Jobberman Youth Engagement & Learning (August 2024). I seek roles where I can apply proactive support, improve customer lifecycle outcomes, and grow into leadership.
Experience
Work history, roles, and key accomplishments
ABQuery Resolution Officer
Access Bank
Feb 2024 - Present (1 year 6 months)
Managed 100+ customer interactions weekly and achieved a 90% first-contact resolution rate, improving customer satisfaction and retention. Maintained and updated 120+ customer profiles per quarter and collaborated with Operations and IT to resolve escalations.
ABSocial Media Customer Success Associate
Access Bank
Mar 2023 - Jan 2024 (10 months)
Managed customer enquiries across Facebook, Twitter, and Instagram with average response times under 20 minutes, resolving 100+ issues weekly and boosting customer satisfaction. Collaborated with crisis management to defuse reputational risks and used CRM insights to streamline follow-ups and improve service processes.
ABContact Centre Agent
Access Bank
May 2021 - Feb 2023 (1 year 9 months)
Handled 100+ inbound and outbound calls daily, achieving a 90% customer satisfaction score and 80% first-call resolution while resolving billing and technical issues. Cross-sold banking products to exceed sales targets and documented call logs and reports to reduce data entry errors.
Education
Degrees, certifications, and relevant coursework
OUObafemi Awolowo University
Bachelor of Science, Sociology and Anthropology
2015 - 2019
Completed a Bachelor of Science in Sociology and Anthropology at Obafemi Awolowo University from October 2015 to November 2019.
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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