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@tolulopesanni
Customer service professional boosting satisfaction and retention through proactive resolution and process improvement.
I am an accomplished Customer Service Representative with over five years of hands-on experience in customer engagement, conflict resolution, and technical support. I consistently deliver measurable improvements in satisfaction and retention through proactive problem-solving and empathy.
At Cloudilax Solutions I managed 80+ daily inbound/outbound calls and achieved a 90% first-call resolution rate, exceeding KPIs by 15%. Previously at Opay Digital Services I helped drive a 20% increase in retention and maintained a 95% satisfaction score while resolving app and card transaction issues.
I train and support teams, maintain comprehensive knowledge bases, and collaborate with internal stakeholders to reduce escalations and improve service delivery. I am comfortable using customer service software and handling high-volume interactions while preserving professionalism.
I bring strong organizational skills from prior executive assistant duties, including schedule and travel management, confidential document handling, and event coordination. I seek to contribute my customer-first ethos to an organization focused on continuous improvement and excellent service.
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Work history, roles, and key accomplishments
Cloudilax Solutions
Jun 2024 - Present (1 year 5 months)
Managed 80+ daily inbound/outbound calls with a 90% first-call resolution rate, exceeding team KPIs by 15% and improving customer satisfaction through proactive issue resolution.
Opay Digital Services
Feb 2022 - Jun 2024 (2 years 4 months)
Provided multi-channel support that increased retention by 20% and maintained a 95% satisfaction score through efficient resolution of transaction and app-related complaints.
CQ Runners Logistics
Oct 2021 - Feb 2022 (4 months)
Managed CEO schedules, coordinated travel and events, and handled confidential documents while preparing reports and meeting minutes to ensure efficient daily operations.
Degrees, certifications, and relevant coursework
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