Open to opportunities

Oluwatosin Odunaye

@oluwatosinodunaye

Customer Service Representative with 4+ years resolving high-volume customer issues through CRM tools and empathetic, solutions-focused support.

Nigeria

Message

What I'm looking for

I’m looking for a customer-focused role where I can handle high-volume inquiries, meet KPIs, and solve customer issues end-to-end using CRM tools. I thrive in fast-paced remote environments that value empathy, de-escalation, and compliance.

I’m a Customer Service Representative with 4+ years of experience handling high-volume customer interactions (50–60+ daily) across phone, email, live chat, and social media. I troubleshoot customer issues, document interactions in CRM systems, and consistently meet performance metrics like response time and quality scores. In fast-paced remote environments, I stay empathetic and solutions-focused while managing the volume and urgency.

Across my roles, I resolve complaints and technical issues using clear, step-by-step guidance, and I de-escalate situations to improve retention. I maintain accurate records of customer interactions in Zendesk and ensure proper follow-ups, collaborating with internal teams to escalate complex issues for quick resolution. I also prioritize data protection and company policy compliance, backed by compliance awareness and reliable remote work readiness.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Moadop Herbals

Feb 2022 - Jan 2026 (3 years 11 months)

Handled 50–60+ daily customer inquiries via phone, email, live chat, and social media, maintaining timely, accurate responses to sustain customer satisfaction. Resolved complaints and technical issues with step-by-step troubleshooting, documented interactions in Zendesk with proper follow-ups, and met KPIs for response time, resolution time, and quality scores.

Customer Support Zendesk Troubleshooting KPIs Customer Retention

Customer Support Agent

Solidmart Enterprises

Mar 2018 - Dec 2021 (3 years 9 months)

Managed 30–40+ daily customer inquiries via phone, WhatsApp, and email, providing accurate product information and prompt issue resolution. De-escalated complaints to improve retention, coordinated delivery schedules for timely order fulfillment, and maintained accurate customer interaction and transaction records with follow-ups.

Customer Support Delivery Coordination order fulfillment