Somto Duru

I’m a results-driven customer service professional with 4+ years of experience across retail, hospitality, and operations. I thrive in high-pressure environments where speed, accuracy, and empathy matter most.

I’ve managed customer service operations for high-traffic teams, consistently protecting customer satisfaction—maintaining 95%+ satisfaction scores across phone, in-person, and email channels. I resolve escalated complaints with 85%+ first-contact resolution, de-escalating conflicts and turning dissatisfied customers into repeat buyers.

I also drive revenue through consultative selling, exceeding monthly sales targets by 15% and increasing sales by 25% through personalized recommendations and proactive follow-up. In remote client services, I maintained a 24-hour response SLA and achieved 98% satisfaction by coordinating across teams and troubleshooting technical problems.

Across my roles, I’ve developed strengths in CRM systems, multi-channel communication, vendor management, and team leadership. I bring a calm, practical approach to problem-solving—focused on de-escalation, retention, and measurable performance.