Open to opportunities

Kayode Afolabi

@kayodeafolabi

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Customer Support Specialist driving satisfaction, retention, and process improvements.

Nigeria

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What I'm looking for

I seek a customer-focused role where I can improve satisfaction and retention, use CRM and data skills, and contribute to process and team performance.

I am a proactive, detail-oriented Customer Support Specialist with experience improving satisfaction, streamlining operations, and driving retention in fast-paced environments. I consistently handle high inquiry volumes while maintaining clear communication and data-driven decision making.

At Teleperformance Nigeria I resolved 250+ customer inquiries weekly with a 95% satisfaction rate, led CRM data-accuracy initiatives that improved reliability by 30%, and ran retention campaigns that reduced churn by 10%. I also have experience as an Executive Assistant/Project Manager and in healthcare M&E, where I improved project delivery speed and data reporting.

I bring strong CRM and productivity-tool skills (Zendesk, HubSpot, MS Office, Google Workspace), project management experience (Zoho, JIRA, Gantt), and a results-focused mindset that emphasizes compliance, accuracy, and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Teleperformance Nigeria

Jun 2023 - Present (2 years 6 months)

Resolved 250+ customer inquiries weekly with a 95% satisfaction rate, led CRM data-accuracy initiative improving reliability by 30%, and drove retention efforts that increased customer retention by 12% and reduced churn 10% in three months.

Zendesk HubSpot CRM Management Customer Retention Data Accuracy In ATS GDPR Compliance Reporting Upselling

Executive Assistant / Project Manager

Hexavia Nigeria

Jan 2023 - May 2023 (4 months)

Managed executive scheduling, travel, and reporting with 100% on-time execution, tracked budgets with zero discrepancies, and accelerated project delivery by 15% through stakeholder reporting and coordination.

Executive Support Project Management Budgeting Business Planning Reporting Scheduling

Administrative Assistant

Oyo State Primary Healthcare Board

Feb 2022 - Feb 2023 (1 year)

Managed 1,000+ patient records with 99% accuracy, conducted 300+ follow-up calls for post-vaccination AEFIs, and streamlined administrative processes to reduce costs by 10% while supporting EMID data reporting.

Data Entry Monitoring & Evaluation Reporting Administrative Processing

Sales Representative

Mobiletrends Nigeria Ltd

Jan 2017 - Dec 2022 (5 years 11 months)

Achieved 90%+ customer satisfaction over five years, drove 20% revenue growth through upselling, and increased repeat purchases by 25% using CRM sales-trend analysis.

Sales Upselling Revenue Growth Account Management Reporting

Project Intern

WASH-NTD Program

Supported sanitation awareness campaigns reaching 5,000+ community members, co-authored program evaluation reports, and managed logistics and documentation for multi-location hygiene outreach.

Community Outreach Program Evaluation Report Writing Logistics Documentation Public Health