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Seyifunmi Odulate

@seyifunmiodulate

Customer Support Specialist at SunFi Technology Solutions who maintained 96% CSAT and reduced repeat inquiries by 40% with a knowledge base.

Nigeria

Message

At SunFi Technology Solutions, I handled customer support across email, live chat, and phone, maintaining CSAT scores of 94% and 96% in my Customer Support Representative and Senior Customer Support Representative roles. I also built and maintained a knowledge base that reduced repeat inquiries by 40%.

At Honey Drop Center, I handled customer calls, chats, and emails, and supported customer service on Instagram and Facebook. I’ve also created response templates, contributed to customer-facing FAQs, and helped train new team members.

Experience

Work history, roles, and key accomplishments

Senior Customer Support Representative

SunFi Technology Solutions

Nov 2025 - Jun 2026 (7 months)

Handled 60+ inbound support tickets daily across Zohodesk and Intercom, maintaining a 96% CSAT score and a 5-minute average first response time. De-escalated 10+ high-priority complaints per week, converting 85% into retained customers, and built a knowledge base that reduced repeat inquiries by 40%.

Zoho Desk Intercom Ticket Management De escalation Knowledge Base Management CSAT First Response Time Customer Retention

Customer Support Representative

SunFi Technology Solutions

Nov 2024 - Nov 2025 (1 year)

Managed 40+ daily customer inquiries via email, live chat, and phone, maintaining a 94% CSAT score and an average resolution time of less than 24 hours. Assisted in developing 10 customer-facing FAQ documents, contributing to a 20% reduction in repeat inquiries, and onboarded 4 new team members.

Email Support Live Chat Phone Support CSAT FAQ Development Onboarding Training Refund Processing

Customer Service & Administrative Support

Honey Drop Center

May 2022 - Sep 2024 (2 years 4 months)

Handled 30+ daily inbound calls, live chats, and emails, resolving 75% of issues on first contact. Maintained accurate customer records in Salesforce CRM with 99% accuracy and managed social media customer service across Instagram and Facebook.

Salesforce CRM Social Media Customer Service Scheduling Documentation Preparation First Contact Resolutions