Oluwatobiloba Folajimi

I’m a Dedicated and empathetic Customer Service Representative with over four years of experience handling inbound customer interactions across phone, email, and live chat. I’m known for first-call resolution and active listening, consistently making customers feel valued from the very first touchpoint.

In my recent role, I answered high volumes of inbound enquiries, managing 80–100 customer interactions daily while maintaining composure, empathy, and efficiency under pressure. I helped customers with account creation, order placement, and onboarding, and I proactively followed up on missing documentation and outstanding payments to ensure timely resolution and accurate records.

I investigate and resolve complaints thoroughly, applying empathy to understand concerns before proposing solutions. I’ve achieved a 95% first-contact resolution rate on escalated issues and support SLA compliance, including resolving 95% of escalated issues within SLA, while improving service outcomes through root-cause analysis and collaboration with internal teams.

Beyond support work, I served as President of a 200+ member student organization, coordinating academic support and welfare initiatives. With a background in Statistics, I also analyze customer interaction patterns to identify opportunities for service process improvements.