Open to opportunities

Motunrayo Babatunde

@motunrayobabatunde

Customer support and customer service leader improving satisfaction, first-contact resolution, and team performance through data-driven process.

Nigeria

Message

What I'm looking for

I’m looking for a customer-focused role where I can lead service improvements using performance metrics, CRM tools, and feedback-driven initiatives—supporting teams to reduce response times, resolve issues on first contact, and raise customer satisfaction.

I’m a customer service leader with over 6 years of experience optimizing team performance and enhancing customer satisfaction across diverse industries. I’ve focused on driving service quality improvements by using structured processes, clear communication, and consistent follow-through.

In my recent role as a Customer Support Representative, I maintained strong outcomes by resolving customer inquiries across phone, email, and WhatsApp, achieving a 95% customer satisfaction rate and a 90% first-contact resolution rate. I also reduced average response time by 20% through efficient ticket prioritization and improved issue resolution efficiency by 15% through accurate customer records and support documentation.

As a Lead Customer Service Representative, I managed a high-volume environment by optimizing scheduling for a 10-member team, reducing waiting times by 40%. I coached teams using performance metrics and delivered training that improved service delivery efficiency by 30%—and I’m motivated by using customer feedback to build better service quality and retention.

Experience

Work history, roles, and key accomplishments

Customer Support Representative

Connect Market Ltd

Jun 2024 - May 2026 (1 year 11 months)

Resolved phone, email, and WhatsApp customer inquiries while maintaining a high customer satisfaction rating and first-contact resolution rate. Improved response times through ticket prioritization and follow-up, and maintained accurate customer records and documentation.

Customer Support Complaint Resolution Phone Support Email Support Customer Satisfaction First Contact Resolutions Customer Contact Records Data Entry Performance Monitoring Documentation Cross Functional Collaboration

Lead Customer Service Representative

Hallmark Capital Ltd

Feb 2022 - Mar 2024 (2 years 1 month)

Managed high-volume customer interactions by optimizing team scheduling and reducing customer waiting times. Monitored team performance metrics, coached staff, and implemented feedback-driven service initiatives to improve service delivery and retention.

Customer Service Team Coordination Scheduling Optimization Escalation Handling Prompt Resolution Performance Monitoring Coaching Service Improvement Customer Retention

Business & Customer Service Officer

Oxford Commercial Services

Sep 2020 - Dec 2021 (1 year 3 months)

Surpassed sales targets through product knowledge and tailored customer solutions, driving revenue growth in the first quarter. Resolved large volumes of customer complaints, reduced repeat inquiries, and mentored entry-level staff while improving service strategies using feedback mechanisms.

Sales Strategy Product Knowledge Customer Solutions Complaint Resolution Problem Solving Communication Skills Customer Feedback Analysis Feedback Mechanisms Mentor Performance Improvement

Executive Assistant to the Brand Manager

Guinness Nigeria Plc

Feb 2018 - Jul 2020 (2 years 5 months)

Supported brand initiatives with presentations and promotional strategies that exceeded sales objectives and increased revenue. Streamlined customer inquiries to relevant departments, compiled and analyzed customer data for reports, and supported reward program enrollment to build loyalty.

Executive Support Reporting Customer Satisfaction Rewards Program Enrollment Customer Loyalty Data Entry