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Shallom Olusegun

@shallomolusegun

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Customer Support & virtual assistant focused on empathetic, high-volume CRM-driven resolutions.

Zimbabwe

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What I'm looking for

I’m looking for a remote role where I can deliver empathetic, high-volume customer support, keep CRM records accurate, and guide customers through onboarding—leveraging Zoho CRM/HubSpot to drive first-contact resolution and strong customer outcomes.

I’m a Customer Support & Customer Experience professional with hands-on experience supporting customers across fintech and retail banking. I manage high-volume inbound and outbound interactions through voice channels, consistently aiming for first-contact resolution (FCR) while keeping service quality strong under pressure.

I guide customers through end-to-end onboarding—especially loan application journeys—using consultative communication to support conversions, and I resolve complex complaints with empathy-led de-escalation. I also maintain accurate, up-to-date CRM records in tools like Zoho CRM and HubSpot, and I coordinate tasks and follow-ups to improve handoffs and reporting.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Rep

Current

FairMoney Microfinance Bank (iSON Xperience)

Mar 2026 - Present (3 months)

Handles high volumes of inbound and outbound customer interactions by voice, meeting first-contact resolution (FCR) and service quality benchmarks. Guides customers through end-to-end loan applications, resolves sensitive complaints through de-escalation, and maintains accurate CRM records to support follow-up and reporting.

Customer Support Customer Experience (CX)First Contact Resolution (FCR)Loan Application Support Complaint Resolution De escalation Emotional Intelligence CRM Data Management Consultative Communication Financial Services Onboarding

Current

Customer Support Representative

Current

FairMoney Microfinance Bank (iSON Xperience)

Mar 2026 - Present (3 months)

Handled high-volume inbound and outbound customer interactions, achieving first-contact resolution and service quality benchmarks while guiding customers through end-to-end loan onboarding. Resolved complex complaints with empathy, maintained accurate CRM records, and supported team KPIs and service targets.

Customer Support First Contact Resolutions Zoho CRM HubSpot Google Workspace Slack Zoom

Banking Intern

Access Bank PLC

Feb 2025 - Jul 2025 (5 months)

Completed a structured banking internship with hands-on exposure across customer service, teller operations, digital banking, channel services, and general banking operations. Supported retail clients with account enquiries and transactions within SLA timeframes, assisted with account opening and KYC/digital onboarding, and maintained accurate CRM records.

Customer Service SLA Management KYC Documentation Account Opening Digital Banking Onboarding Teller Operations Cash Handling Transaction Reconciliation Mobile & Internet Banking Support CRM Systems

Banking Intern - Customer Service

Access Bank Plc

Feb 2025 - Jul 2025 (5 months)

Provided frontline retail banking support across multiple operations units, resolving account enquiries and transactional issues within SLA timeframes. Assisted with account opening, KYC documentation, digital banking onboarding, and teller transaction processing, maintaining accurate CRM records for audit readiness.

Customer Service SLA Management KYC Digital Banking Cash Handling