Oluwatofunmi Akingboungbe
@oluwatofunmiakingbou
I resolve complex customer complaints and account issues across live chat, email, phone, and digital platforms.
NigeriaWhat I'm looking for
At Imperial Homes Mortgage Bank, I deliver multi-channel customer support across live chat, email, phone, and digital platforms. I own the complaint lifecycle, investigate account and payment issues, and work with internal teams to close complex cases within service standards.
I also maintain audit-ready customer records, compile service reports, and conduct retention outreach. With over four years in customer service and CCSP and CHRP certifications, I’m looking to bring my complaint-resolution experience to a fast-paced sportsbook or gaming support team.
Experience
Work history, roles, and key accomplishments
Customer Management Officer
Imperial Homes Mortgage Bank
Oct 2023 - Present (2 years 11 months)
Delivered multi-channel customer support and managed the full complaint lifecycle, including investigation, escalation, and resolution. Compiled compliance-ready reports and conducted retention calls to strengthen customer relationships.
Administrative & Research Associate
MIS Advisory Services
Jan 2019 - Dec 2021 (2 years 11 months)
Maintained accurate records and supported data validation processes. Prepared reports and presentations for business decision-making and coordinated internal communications.
Front Desk Officer / Customer Service Representative
Unknown Company
Jan 2017 - Dec 2018 (1 year 11 months)
Handled inbound customer inquiries via phone and email, providing prompt first-point-of-contact resolution. Maintained customer records and escalated unresolved complaints.
Education
Degrees, certifications, and relevant coursework
University of Lagos
Bachelor of Arts (Education), English Education
B.A. (Ed) in English Education from the University of Lagos.
Chartered Institute of Customer Relationship Management
Certified Customer Service Professional (CCSP), Customer Relationship Management
Certified Customer Service Professional (CCSP) from the Chartered Institute of Customer Relationship Management.
Chartered Institute of Human Resource Management
Certified Human Resource Professional (CHRP), Human Resource Management
Certified Human Resource Professional (CHRP) from the Chartered Institute of Human Resource Management.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Skills
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