Open to opportunities

Oluwabukola Fagbemi

@oluwabukolafagbemi

Message

I am a customer service leader improving first-contact resolution and customer loyalty.

Nigeria

Message

What I'm looking for

I seek a customer-focused role where I can lead teams, improve FCR and retention, leverage CRM tools, and grow in operations or project coordination within a collaborative, impact-driven organization.

I am a driven customer service professional with over three years of experience managing client communication, after-sales support, and project coordination across remote and in-person roles.

I manage high-volume inboxes and complex service cases—overseeing 100+ customer emails daily and supervising agents to improve quality and ownership; I designed a bonus-linked performance assessment and drove a 20% improvement in first-contact resolution while boosting online engagement and stakeholder collaboration through targeted content and project coordination.

I bring strong CRM and remote-tool proficiency, an emphasis on clear communication and process improvement, and a track record of training and empowering teams; I seek to apply these strengths to grow operations, retain customers, and enhance service reputation.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Team Lead

Current

LuvMe Hair

May 2025 - Present (1 year 1 month)

Manage a customer service team resolving 100+ after-sales emails daily and coaching agents through QA to ensure SOP adherence; designed a bonus-linked performance system that improved ownership and reduced supervision time.

Customer Support Team Leadership Quality Assurance performance reporting CRM

Customer Service Specialist

ServicePlus-Connect

Jan 2025 - May 2025 (4 months)

Supported geographic expansion by assisting 20+ customers outside Lagos and investigated 150+ service issues, improving first-contact resolution by 20% and increasing positive feedback by 25%.

Customer Support First Contact Resolutions Market Expansion CRM Tools

Project and Communication Officer

Vision Spring Initiatives

Jul 2022 - Dec 2024 (2 years 5 months)

Managed social media and content to increase online engagement 35% and audience reach 25%; coordinated 3 major projects with partners, boosting stakeholder support by 20% and delivering workshops that reached 1,000+ beneficiaries.

Social Media Management Content Creation Project Coordination Stakeholder Engagement Reporting

Virtual Assistant

Remote Skills Hub

Jul 2022 - Nov 2023 (1 year 4 months)

Provided remote administrative and client support to 15+ businesses, improving client communication pipelines and achieving an 80% satisfaction rating through streamlined onboarding and standardized templates.

Virtual Assistance Scheduling Onboarding Templates CRM

Customer Service Personnel

Everything Dirt Cleaning Service

Aug 2019 - Jun 2021 (1 year 10 months)

Handled 1,000+ customer inquiries monthly via calls, WhatsApp, and email, resolving 90% on first contact and upselling services to increase customer lifetime value by 35%.

Phone Support Email Support Upselling Client Records CRM

Customer Service Intern

Nigerian Television Authority

Oct 2018 - Mar 2019 (5 months)

Addressed 50+ viewer inquiries weekly and compiled feedback into reports that informed programming changes, contributing to a 50% increase in audience engagement.

Viewer Support Reporting Communication Data Compilation

Education

Degrees, certifications, and relevant coursework

Federal University Oye-Ekiti

Bachelor of Arts, Theatre and Media Arts

2015 - 2020

Grade: Second Class Honors (Upper Division)

Completed a Bachelor of Arts in Theatre and Media Arts with Second Class Honors (Upper Division) from Federal University Oye-Ekiti between 2015 and 2020.