Open to opportunities

Jesutofunmi Akingbade

@jesutofunmiakingbade

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Customer engagement specialist driving satisfaction, retention, and fraud prevention.

Nigeria

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What I'm looking for

I seek a customer-centric role where I can improve satisfaction and retention, use digital engagement tools, prevent fraud, and grow into leadership responsibilities within a collaborative, metrics-driven team.

I am a results-driven Customer Engagement and Relations Specialist with over four years of experience delivering exceptional customer experiences across diverse sectors. I combine empathy with data-driven insights to nurture client relationships, resolve complex issues, and improve service efficiency.

At Guaranty Trust Holding Company PLC I improved response times and raised customer satisfaction from 65% to 88% within six months, leveraged digital engagement tools like Sprinklr and Zendesk, and helped detect over 15 potential fraud cases. I have coordinated major client projects, implemented process optimizations, and consistently delivered timely, personalized support.

I hold a B.A. in French Language and multiple certifications in Customer Experience Management, Product Management, and Digital Marketing. I seek to bring my client-focused approach, fraud-prevention experience, and operational discipline to a team committed to measurable improvements in customer loyalty and service quality.

Experience

Work history, roles, and key accomplishments

Current

Customer Engagement Officer

Current

Guaranty Trust Holding Company PLC

Jul 2023 - Present (2 years 3 months)

Delivered customer support for banking products and digital platforms, improving response time by 5% and raising customer satisfaction from 65% to 88% within six months; leveraged Sprinklr to reduce response time by 35% and detected 15+ potential fraud cases.

Customer Engagement Sprinklr Fraud Detection Digital Banking Zendesk Reporting Process Optimization

Customer Success Officer

5th Element Media Limited

Jan 2023 - Jun 2023 (5 months)

Coordinated three major client projects end-to-end, improving client satisfaction by 10% and served as primary client contact to drive retention and upsell opportunities.

Project Coordination Account Management Upselling Documentation Stakeholder Management CRM

Customer Relations Officer

Official Koya Concept

Jan 2022 - Dec 2022 (11 months)

Managed client relationships and escalations, improving timely resolution and client trust by 30%; negotiated contracts to achieve 10% cost savings and implemented an electronic filing system improving retrieval efficiency by 40%.

Client Relations Contract Negotiation Escalation Management Document Management Process Improvement CRM Event Coordination

Customer Service Representative

69 Entertainment Brand

Nov 2020 - Dec 2021 (1 year 1 month)

Delivered front-line support that produced a 95% first-contact resolution rate and drove a 20% increase in monthly upsell performance, contributing to a 30% rise in business.

Customer Support Upselling First Contact Resolutions CRM Communication Sales Strategies

Customer Service Agent

Yellow Lyfestyle Events

Jan 2020 - Oct 2020 (9 months)

Handled travel and event bookings with 98% accuracy across 100+ monthly bookings, retained 80% repeat customers, and implemented a feedback system that increased service ratings by 25%.

Customer Support Event Coordination Relationship Management CRM