Open to opportunities

Rolake Eguntola

@rolakeeguntola

Senior eCommerce Customer Service Representative improving CSAT through order fulfilment, RGA processing, and calm de-escalation.

Nigeria

Message

What I'm looking for

I’m looking for a remote eCommerce customer support role where I can own order fulfilment and RGA workflows, deliver 95%+ CSAT, and partner cross-functionally to reduce friction, prevent churn, and improve operational efficiency.

I’m a results-driven Customer Service Representative with 3+ years of eCommerce support experience, specialising in order fulfilment, Return Goods Authorisation (RGA) processing, and multi-channel customer communication. I consistently maintain 95%+ customer satisfaction by turning customer friction into brand loyalty, even when queues are high.

In my current role as a Senior Customer Service Representative, I manage end-to-end order fulfilment on Shopify Plus for 1,200+ SKUs, reducing processing errors by 40% through SOP documentation and quality checks. I handle 85+ customer contacts daily across Gorgias and Zendesk, keeping CSAT at 96%—above the team benchmark of 90%—while adhering to SLA expectations and reporting on CSAT & KPI performance.

I also drive measurable operational improvements: I cut RGA cycle time from 5 days to 2.8 days (44% faster) and resolve escalated complaints using a structured de-escalation framework that recovers 78% of at-risk relationships. I proactively flagged a recurring checkout error affecting 120+ customers, helping deliver a same-week patch that prevented an estimated $8,000 in lost revenue, and I’ve trained 3 junior CSRs to reduce onboarding time by 35%.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Service Rep

Current

ShopNaija

Jan 2022 - Present (4 years 5 months)

Managed end-to-end Shopify Plus order fulfilment for a 1,200+ SKU catalogue, reducing processing errors by 40% through SOPs and quality checks. Resolved 85+ daily customer contacts in Gorgias, maintaining 96% CSAT, and improved RGA cycle time from 5 days to 2.8 days (44%) while reducing churn-related refund requests by 30%.

Shopify Plus Gorgias Zendesk order fulfillment CSAT Live Chat Support SOP Development

Customer Support Agent

Konga Online Shopping Ltd

Mar 2020 - Dec 2021 (1 year 9 months)

Handled 60–70 daily inbound customer interactions across phone, email, and live chat, achieving a 94% first-contact resolution rate. Managed RGA and warranty claim processing for 200+ monthly cases with 100% SLA compliance for priority customers, and improved order tracking communications to reduce WISMO contacts by 28%.

Zendesk Customer Support Rga Warranty Claims SLA Management First Contact Resolution (FCR)

Customer Service Intern

Jumia Nigeria

Jun 2019 - Feb 2020 (8 months)

Processed 30–40 daily customer inquiries across order status, returns, and payment disputes, earning 93% satisfaction on post-interaction surveys. Migrated 1,500+ legacy support tickets into a centralized CRM and standardized 12 customer email templates, reducing average agent response time by 18%.

Email Chat Support Customer Ticketing Order Status Support Payment Disputes Ticket Tagging & Categorization