Roselyn Williams

RW

Open to opportunities

Roselyn Williams

@roselynwilliams

Customer support specialist driving retention and satisfaction through CRM, empathy, and data-driven insights.

What I'm looking for

I seek a customer-focused role in fintech or tech where I can use CRM and data to improve retention, mentor teammates, and drive measurable CX improvements.

Customer-focused professional with 5+ years of experience handling high-volume inbound inquiries across phone, live chat, and email channels. Passionate about doing the right thing for customers and leaving every interaction on a positive note. Proven ability to build rapport quickly, adapt communication style to each individual, and deliver accurate, empathetic support at pace. Comfortable navigating multiple systems simultaneously with a strong attention to detail and a commitment to first-contact resolution. Maintains a consistent 95% CSAT score across fast-paced, process-driven environments. Equipped with a secure, distraction-free home office and reliable internet connection for seamless remote working.

Core Skills

• Inbound Call Handling • Attention to Detail & Accuracy • Online Banking & Product Guidance • CRM & Systems Navigation TOOLS & TECHNOLOGY • Member / Customer Enquiry Management • First-Contact Resolution • Fast-Paced Environment Adaptability • Written & Verbal Communication • Rapport Building • SLA & KPI Compliance • Process Adherence • Customer Empathy & Professionalism

Experience

Work history, roles, and key accomplishments

TT

Current

Customer Service Representative

Current

The Tonic Technologies

Jun 2023 - Present (3 years)

Managed inbound/outbound customer interactions across phone, email, and live chat, achieving a 75% CSAT and reducing response time by 40% through CRM-driven workflows; mentored new hires and reduced churn by 20%.

Customer Support Live Chat Escalation Management Mentoring CSAT

FM

Brand Sales/Marketing Executive

Fab Media

Feb 2023 - May 2023 (3 months)

Grew clientele by 30% through targeted outreach and strategic communication, maintained client relationships across channels, and documented insights that supported additional contracts and revenue growth.

Sales Outreach Client Relationship Management Email Communication Market Research Reporting Lead Generation

LC

Tele-Counselor / Customer Success Agent

Loksi-Bluehive Consulting

Jan 2021 - Jan 2022 (1 year)

Delivered high-volume call support (70+ calls/day) with an 80% satisfaction rate, led and trained a 5-member team, and achieved positive resolutions in 90% of objection handling cases.

& Customer Success Team Leadership Objection Handling Documentation Client Onboarding

HT

Customer Support Specialist

Hail Technologies

Jan 2020 - Jan 2021 (1 year)

Resolved technical and service inquiries with a 90% satisfaction rate and collaborated with product teams to provide feedback that informed product improvements.

Technical Support Customer Feedback Collaboration CRM CSAT Troubleshooting

Education

Degrees, certifications, and relevant coursework

FN

Federal Polytechnic Nekede

Higher National Diploma, Mass Communication

2017 - 2019

Completed Higher National Diploma (HND) in Mass Communication with coursework and practical training in media, communication, and related technologies.

FN

Federal Polytechnic Nekede

Ordinary National Diploma, Mass Communication

2013 - 2015

Completed Ordinary National Diploma (OND) in Mass Communication focusing on foundational studies in media, public relations, and communication practices.

Tech stack

Software and tools used professionally

Gmail

Tonic

Score

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