Open to opportunities

Sophia Emordi-Rotimi

@sophiaemordi-rotimi

Message

Customer-focused customer service professional delivering high-quality support across digital and in-person channels.

Nigeria

Message

What I'm looking for

I am seeking a customer-facing role where I can use strong communication, problem-solving, and organizational skills to improve customer satisfaction and support company compliance and growth.

I am a friendly, detail-oriented customer service professional with proven experience across digital, in-person, and remote environments. I have delivered high first-call resolution rates, supported compliance and audit activities, and handled customer onboarding, complaint resolution, and fraud mitigation using tools like Freshdesk and Zoho CRM.

I excel at clear communication, active listening, and organized record-keeping, and I adapt quickly to new processes and tools. My background includes roles in customer service, front-desk operations, field sales, and recent internship experience supporting audit, ESG reporting, and data management at a Big Four firm.

Experience

Work history, roles, and key accomplishments

Current

Intern

Current

PricewaterhouseCoopers

Jun 2024 - Present (2 years)

Supported branch audit and compliance by conducting cash counts, reviewing teller operations, preparing structured audit reports, and assisting with IFRS S1/S2 ESG data gathering.

Audit Support Compliance Cash Counts Report Writing ESG Reporting Data Entry Confidentiality

Front Desk Officer

Tingo Mobile Nigeria

Oct 2023 - Mar 2024 (5 months)

Served as first point of contact for customers and visitors, maintained visitor logs, and supported email and outbound call activities to ensure smooth front-office operations.

Reception Email Support Phone Support Microsoft Office Customer Service Communication

Client Service Personnel

JOTT Industries Limited

Sep 2023 - Sep 2023 (0 months)

Prepared purchase orders and pro-forma invoices, followed up on samples and orders with production to ensure prompt delivery, and maintained customer relationships.

Order Processing Invoicing Customer Relations Supply Chain Coordination

Customer Service Advisor

SportTech Media

Feb 2023 - Apr 2023 (2 months)

Monitored and resolved customer complaints via calls, chat and email using Freshdesk, Omega and identity verification tools, and escalated platform incidents to operations while mitigating fraud risks.

Freshdesk Chat Support Email Support Fraud Detection AML Customer Escalation Smile Identity Omega

Customer Service Executive

Sporty Internet Limited

Feb 2020 - Jan 2023 (2 years 11 months)

Delivered customer support achieving 90–100% first-call resolution scores and consistently exceeded an 80% quality target by resolving inquiries quickly and escalating issues appropriately.

Customer Support Call Resolution Zendesk Freshdesk Escalation Management Communication Problem Solving CRM

Field Sales Representative

Smile Communication Limited

Sep 2017 - Nov 2018 (1 year 2 months)

Generated leads and increased sales volume and brand awareness by 40%, acquiring 55 new customers in Q4 2017 and 62 activations in Q1 2018 through field marketing and networking.

Field Sales Lead Generation Customer Acquisition Networking Product Knowledge Customer Relations

Education

Degrees, certifications, and relevant coursework

University of Benin

Bachelor of Science (Education), Adult & Non-Formal Education; Political Science & Public Administration

2011 - 2015

Completed a Bachelor of Science (Ed.) program focused on Adult & Non-Formal Education with studies in Political Science and Public Administration from 2011 to 2015.