Open to opportunities

Sarah Adewunmi

@sarahadewunmi

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Customer service professional specializing in omnichannel support, FCR, and high-volume satisfaction.

Nigeria

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What I'm looking for

I’m looking for international remote customer service where I can drive omnichannel, first-contact resolutions in a fast-paced, high-volume environment—using strong SLAs, escalation ownership, and empathy to boost CSAT and retention.

I’m a customer service professional with over a decade of customer-facing experience, built on one consistent thread: making sure customers walk away satisfied. I’ve practised omnichannel support across WhatsApp, Instagram, and email—maintaining self-imposed SLAs, resolving complaints through first contact resolution (FCR), and turning difficult situations into loyal customers who return and refer.

From launching brands on the streets to consulting skincare clients one on one, I listen and act—contributing feedback that shifted market strategy for brands like British American Tobacco and Bigi Cola (Rite Foods). Today, I bring that same drive into international remote customer service, thriving in fast-paced, high-volume environments and supported by hands-on training in Zendesk, Freshdesk, Slack, and Google Workspace, because that’s where the work gets done.

Experience

Work history, roles, and key accomplishments

Current

Founder & Creative Director

Current

Fitila By Stilo

Jan 2023 - Present (3 years 5 months)

Independently manage client communications, orders, payments, and deliveries, resolving most complaints and alterations within 20 minutes while keeping a self-imposed SLA of under 9 hours. Deliver omnichannel support using first contact resolution (FCR) practices, and coordinate vendors to prevent supplier issues from impacting customers.

Omni Channel Support First Contact Resolutions SLA Management Complaint Resolution Vendor Management Order Management Conflict Resolution

Brand Activations Marketer

Exp Marketing Agency Nigeria Ltd

Jan 2014 - Jan 2015 (1 year)

Supported the Lagos launch of Coke Zero in Nigeria, contributing to campaign success that drove a national rollout. Collected consumer feedback at live activations that helped inform retail stocking and sales growth.

Field Marketing Campaign Execution Retail Stocking Support Sales Growth Coca Cola Brand Support Event Operations

Outdoor Marketer

Emporium Communications Ltd

Jan 2010 - Jan 2014 (4 years)

Gathered and communicated field feedback that contributed to a brand strategy shift, helping open Dunhill Switch to the mass market and drive a significant sales turnaround. Consistently ranked as a top-performing marketer and contributed to an award-winning team for the Dunhill Switch campaign.

Market Insights Brand Strategy Mass Market Expansion Team Collaboration