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tobi okufuye

@tobiokufuye

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Empathetic customer service specialist with over 9 years of experience.

Nigeria

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What I'm looking for

I am looking for a role that values customer relationships and offers opportunities for growth.

I am an empathetic and results-driven Customer Service Specialist with over 9 years of experience in the banking, e-commerce, and service sectors. My passion lies in helping clients resolve complex issues while improving satisfaction scores and retaining high-value customers. I excel in high-pressure environments and am dedicated to building positive relationships with customers.

Throughout my career, I have successfully utilized CRM platforms like Zendesk and HubSpot to manage multichannel support and provide prompt assistance. My recent role as a Contact Center Consultant at Keystone Bank allowed me to resolve over 50 daily customer inquiries, improving case resolution time by 30%. As a self-employed Virtual Assistant, I have honed my skills in remote communication and task management, ensuring smooth operations for my clients.

Experience

Work history, roles, and key accomplishments

Current

Virtual Assistant & Support Representative

Current

Self-Employed

Mar 2019 - Present (6 years 4 months)

Provided administrative and customer support to personal clients including business owners. Responded to customer queries, followed up on tasks, and ensured smooth communication. Utilized Slack and Zoom for remote task tracking and client updates.

Administrative Support Customer Support Client Communication Slack Zoom Remote Work

Contact Center Consultant

Keystone Bank

Nov 2024 - Mar 2025 (4 months)

Resolved 50+ daily customer inquiries via multichannel support platforms. Improved case resolution time by 30% through effective triage and escalation. Maintained detailed customer records using Zendesk and internal ticketing systems.

Zendesk Ticketing Systems

Customer Service & Sales Assistant

Family Retail Business

Mar 2015 - Aug 2020 (5 years 5 months)

Addressed in-store inquiries and supported product issue resolution. Assisted with inventory management, order placement, and customer follow-up. Received praise for excellent communication and helpfulness.

Inventory Management Communication

Education

Degrees, certifications, and relevant coursework

Ekiti State University

Bachelor of Arts, History and International Studies

Completed a comprehensive curriculum focusing on historical analysis and global affairs. Gained a deep understanding of international relations, political systems, and cultural dynamics.