Margaret Afolabi

I am a results-driven Customer Service Specialist with extensive experience managing high-volume inquiries and delivering fast, solution-oriented support across Intercom, Freshdesk, Zoho Workspace, and Zendesk. I consistently maintain accurate CRM records and streamline team workflows to improve operational efficiency.

Throughout my career in fintech and service industries, I have achieved high customer satisfaction—maintaining a 95% satisfaction rate—and sustained an average first-response time of under two minutes across email, chat, Telegram and CRM systems. I escalate and coordinate with technical and product teams to ensure timely resolutions and reduce escalations.

I take pride in onboarding and training team members, optimizing data and workflow processes in Google Sheets and other tools, and applying strong attention to detail, prioritization, and project coordination to enhance customer outcomes and team performance.