Open to opportunities

Sonia Olufowobi

@soniaolufowobi

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Customer-focused communication specialist with strong call-centre, CRM, and escalation expertise.

South Africa

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What I'm looking for

I seek a customer-focused role in a collaborative environment where I can use my call-centre, CRM, and escalation skills to improve customer satisfaction and meet performance targets.

I am a communication specialist with over two years' experience in call centre operations, customer interaction, and administrative support. I consistently meet service, performance, and quality targets while maintaining strong call quality and compliance.

My background includes inbound and outbound calling, first-call resolution, SLA adherence, and structured troubleshooting using CRM systems. I have hands-on experience updating customer records, tracking cases, and handling escalations to ensure positive outcomes.

Beyond call-centre roles, I have managed daily operations and staff, handled budgets and inventory, and supported front-desk functions, demonstrating reliability and time management across high-volume environments.

I bring empathy, active listening, conflict-resolution skills, and a commitment to customer retention. I am seeking opportunities where I can apply my communication strengths and problem-solving skills to improve customer experience and operational performance.

Experience

Work history, roles, and key accomplishments

Current

Receptionist Intern

Current

Roo Audio Visual Equipment

Nov 2025 - Present (3 months)

Managed front-desk operations and customer calls, coordinated equipment queries with technical teams, supported administrative workflows, and handled confidential client information accurately.

Front Desk Operations Customer Service Administrative Support Data Entry Confidentiality Coordination Workflow Management

Communication Specialist

Navex

Oct 2024 - Oct 2025 (1 year)

Handled high call volumes, escalated customer cases, and resolved issues via structured troubleshooting while maintaining call quality compliance and consistently meeting service and performance targets.

CRM Systems Troubleshooting

Sales Agent (Call Centre)

ITalk Financial

Feb 2024 - Sep 2024 (7 months)

Conducted outbound sales and inbound customer calls for ABSA products, achieved weekly and monthly sales KPIs, and maintained accurate client records in CRM systems.

Outbound Sales Inbound CRM KPIs Objection Handling Customer Engagement

Brand Ambassador

TymeBank

Oct 2023 - Jan 2024 (3 months)

Assisted customers with account setup and digital banking queries, promoted products through demonstrations, and captured customer details while providing product education.

Customer Onboarding Product Promotion Digital Banking Demonstration Customer Education Communication Lead Generation

Manager

Food Hub

Jan 2023 - Oct 2023 (9 months)

Managed daily operations and staff performance, handled customer queries and complaints, oversaw budgets and inventory, and conducted market research to inform business decisions.

Operations Management Staff Supervision Customer Service Budgeting Inventory Control Market Research Complaint Handling Cost Control

Census Enumerator

Statistics South Africa

Jan 2022 - May 2022 (4 months)

Conducted structured interviews for census data collection, ensured accuracy and confidentiality, complied with protocols, and encouraged community participation.

Data Collection Structured Interviews Confidentiality Community Engagement Accuracy Fieldwork Reporting

Waitress

Bembom

Nov 2019 - Jan 2020 (2 months)

Delivered customer service in a high-volume environment, processed POS transactions, handled customer requests, and maintained clean, organised service areas.

Customer Service Time Management Communication Teamwork