Open to opportunities

Toyin Janet

@toyinjanet

Message

Customer Service & Customer Success professional building trust through empathetic support.

Nigeria

Message

What I'm looking for

I’m looking for a customer-facing role where empathy, clear communication, and consistent follow-ups drive measurable results. I want to work in a fast-paced hybrid or remote environment, using CRM tools to improve FCR, AHT, and long-term customer satisfaction.

I’m an empathetic, results-driven Customer Service & Customer Success Professional with over 3 years of experience delivering exceptional client support. I focus on maintaining strong customer relationships through empathy, intentional follow-ups, and consistent resolutions that build trust and satisfaction.

In my current role as a Customer Service Representative, I manage inbound customer interactions via phone, chat, and email while staying professional and responsive. I work toward KPI targets like First Contact Resolution (FCR), Average Handle Time (AHT), and CRM accuracy, using CRM tools such as Genesys Pure Cloud and Clarity, plus Microsoft Teams and Outlook.

Before customer support, I strengthened my communication and media expertise through roles in teaching, broadcast operations, newspaper research, and online/multimedia reporting. That background helps me stay accurate, collaborative, and detail-oriented—especially in fast-paced, hybrid, and remote environments where customers need clear, timely answers.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Multichoice Nigeria

Jan 2022 - Present (4 years 4 months)

Managed inbound customer interactions via phone, chat, and email, delivering empathetic, timely resolutions to improve satisfaction and loyalty. Tracked KPIs including first contact resolution (FCR), average handle time (AHT), and CRM accuracy while completing follow-ups to ensure issues were fully resolved.

Customer Support Customer Success CRM Systems Genesys PureCloud Clarity AHT Relationship Building Multitasking

Class Teacher

National Youth Service Corps (NYSC)

Jan 2019 - Jan 2020 (1 year)

Designed and implemented teaching strategies for diverse student groups while maintaining accurate student records. Developed lesson plans aligned with administrative policies and supported a classroom culture of respect, engagement, and accountability.

Lesson planning Classroom Instruction Student Records Student Engagement Accountability Team Collaboration

Master Control Room Operator

Africa Independent Television (AIT)

Jan 2016 - Jan 2017 (1 year)

Monitored broadcast signals to ensure quality output and compliance with program logs. Coordinated with technical teams to manage studio equipment and help prevent downtime.

Broadcast Signal Monitoring Studio Equipment Support & Compliance Troubleshooting Coordination Downtime Prevention

Newspaper Researcher

Journalists Against AIDS (JAAIDS)

Jan 2016 - Present (10 years 4 months)

Conducted gender-based violence media analysis across six national newspapers using coding research methods. Produced reports that identified coverage patterns and highlighted advocacy opportunities.

Data Analysis Report Writing Advocacy

Online/Multimedia Reporter

Vintage Press Limited (The Nation Newspapers)

Jan 2014 - Present (12 years 4 months)

Curated and published timely news updates for the company website and social media platforms. Tracked social trends to improve news relevance and support engagement.

Publishing Social Media Content Content Management