Sotonwa Oreoluwa
@sotonwaoreoluwa
I resolve high-volume customer issues and improve service outcomes across digital support channels.
NigeriaWhat I'm looking for
At Branch International, I manage complex customer cases, investigate account and transaction issues, and use portfolio data to improve communication and customer outcomes. I also lead a team of five and partner with Product, Risk, Operations, and Customer Service teams to strengthen service delivery.
I’ve handled more than 600 customer messages daily through Zendesk, maintaining service quality while exceeding 120 messages per hour at peak productivity. My work contributed to a 95% team CSAT target, and I was recognised as Associate of the Month and Best Overall Performing Associate within Customer Solutions.
Previously at Carbon Finance, I delivered phone, email, and live-chat support through Zoho CRM, resolved escalations, maintained accurate documentation, and used customer feedback to support process improvements.
Experience
Work history, roles, and key accomplishments
Managed complex customer cases and enquiries, ensuring timely resolution and positive customer experience. Led a team of 5 and collaborated with cross-functional teams to improve service processes.
Customer Success Associate
Carbon Finance
Apr 2023 - Sep 2023 (5 months)
Provided customer support through phone, email, and live chat using Zoho CRM, handling approximately 40 emails per hour. Resolved enquiries, managed escalations, and maintained accurate CRM documentation.
Education
Degrees, certifications, and relevant coursework
Ekiti State University
Bachelor of Science, Biochemistry
2015 - 2022
Pursued a Bachelor of Science in Biochemistry, completing the program in January 2022.
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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