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Zainab Adesoga

@zainabadesoga

Customer Support Representative at AlphaCX (Luvme Hair), resolving customer inquiries and complaints across email and phone.

Nigeria

Message

At AlphaCX (Luvme Hair), I handle customer inquiries and service requests through email and phone, resolving complaints and product-related issues. I keep customer records accurate and follow complex issues through escalation to resolution.

At SATS, I resolved more than 250 customer inquiries weekly and helped reduce response time by 20% through improved workflow management and CRM usage. I also increased first-contact resolution by 18% and maintained 100% audit compliance.

As a Telesales Agent at SATS, I made more than 100 outbound calls daily, achieved a 25% conversion rate, and increased upselling success by 20%. I also maintained customer profiles and supported customer retention through complaint handling and engagement.

Earlier, I managed appointments and client service at Manicure Services, assisted customers at Tecno Mobile, and supervised KYC verification at Airtel Nigeria. My experience also includes sales, customer onboarding, recordkeeping, and compliance.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative

Current

AlphaCX (Luvme Hair)

Mar 2025 - Present (1 year 7 months)

Handles customer inquiries and service requests via email and phone, resolving complaints and managing multiple daily conversations. Maintains accurate records and escalates complex issues to appropriate teams.

Email Support Phone Support Complaint Resolution Customer Relationship Management Escalation Management Data Entry

Customer Support Representative

SATS

Mar 2023 - Jan 2024 (10 months)

Resolved 250+ customer inquiries weekly across multiple channels, maintaining a 96% satisfaction rate. Reduced average response time by 20% and increased first contact resolution by 18% through improved workflow and CRM usage.

CRM Workflow Management First Contact Resolutions SLA Compliance Documentation Customer Satisfaction

Telesales Agent

SATS

Nov 2022 - Mar 2023 (4 months)

Made 100+ outbound calls daily, achieving a 25% conversion rate and consistently meeting sales targets. Increased upselling success by 20% and maintained 99% CRM data accuracy.

Telesales Outbound Calls Upselling CRM Customer Retention KPI Achievement

Front Desk Officer

Manicure Services

Jan 2020 - Dec 2022 (2 years 11 months)

Managed 200+ client appointments monthly while maintaining 98% on-time service delivery. Improved client satisfaction by 22% and increased new client bookings by 35% through targeted social media marketing.

Appointment Management Customer Satisfaction Social Media Marketing booking systems Customer Service

Customer Service Representative

Tecno Mobile

Mar 2016 - Nov 2016 (8 months)

Assisted 500+ customers monthly with product inquiries, complaints, and service requests at 90% satisfaction. Exceeded sales targets by 20% through cross-selling and upselling, and trained 3 new team members.

Customer Service Cross Selling Upselling Training Transaction Processing Relationship Management

KYC Manager

Airtel Nigeria

Nov 2015 - Mar 2016 (4 months)

Supervised KYC verification for 2,000+ customer accounts, maintaining 100% regulatory compliance. Reduced onboarding errors by 30% and trained 10+ staff on KYC policies.

KYC Verification Compliance Fraud Risk Assessments Training Documentation Database Management