ABOSEDE ODUGBESAN
Customer Service Specialist | Remote Support Professional
E - -q https://www.linkedin.com/in/odugbesan-abosede-4a444111b Lagos, Nigeria
SUMMARY
STRENGTHS
Empathetic Customer Care Executive with a strong background in
conflict resolution and customer relationship management. Proven
ability to enhance customer experiences through active listening and
effective communication. At Access Bank, I achieved an exemplary
average resolution time for customer issues, significantly improving
satisfaction rates. My experience also includes financial advising and
reporting, where I developed skills in analysis and strategic
recommendations.
Demonstrated ability to engage with
diverse customer profiles and provide
tailored support
0
01/2019 - Present
Kosofe, Lagos
Customer Support Representative
Exceptional service
Consistently provides high quality
customer service with attento detail,
professionalism, and a commitment to
exceeding client expectations.
Access Bank
A banking institution providing comprehensive financial services
• Delivered frontline support to customers by handling inquiries,
resolving complaints, and processing service requests across
various banking products
• Maintained a high level of professionalism and empathy in resolving
customer issues, achieving a 90% satisfaction rate
• Utilized CRM tools and core banking applications to document
interactions and follow up on unresolved cases, ensuring timely
resolution
• Managed high call and walk-in traffic while maintaining service
quality and adherence to SLA targets
• Collaborated with branch operations and product teams to address
escalations and ensure seamless customer experiences
• Promoted digital banking solutions, assisting customers with
onboarding and usage of online platforms and mobile apps
Empathetic Communication Skills
Proficient in fostering positive customer
experiences through empathetic
communication
EXPERIENCE
Customer Care Executive
Customer Engagement Expertise
KEY ACHIEVEMENTS
G
Customer Satisfaction Excellence
Achieving a 90% satisfaction rate in
customer service while working at
Access Bank, leading to enhanced
customer loyalty
&
Digital Adoption Champion
Successfully promoting and onboarding
over 1,200 customers to digital banking
solutions, boosting branch digital usage
metrics by 40%
Diamond Bank
01/2016 - 12/2019
Lagos Mainland
A banking institution known for its customer service excellence
• Handled an average of 80 to 100 customer interactions daily,
including inquiries, complaints, and transaction-related support,
achieving a 95% satisfaction score in quarterly branch reviews
• Resolved over 90% of customer complaints on first contact,
contributing to improved customer loyalty and reduced escalation
ratesAccurately maintained customer records and service logs in
CRM systems, ensuring compliance with audit standards and
reducing follow up delays by 30%
• Recognized for consistently exceeding monthly performance targets
and contributing to team success during service quality
assessments
SKILLS
Customer Relationship Management
Customer Satisfaction
Time Management and Task Prioritizing
Independent and Flexibility
Conflict Resolution
MS office proficiency
Complaint handling
www.enhancv.com
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EXPERIENCE
Reporter Intern
Harmony Life Family Magazine
01/2014 - 12/2015
A magazine focused on family and lifestyle topics
• Supported newsroom operations by researching story leads,
gathering quotes, and verifying facts for news and feature stories
• Assisted senior reporters in covering local beats, events, and press
conferences, contributing content for daily news cycles
• Drafted news briefs and edited copy under supervision, helping
meet tight editorial deadlines
• Conducted interviews with community members and sources,
maintaining accuracy and journalistic ethics
• Participated in editorial meetings and collaborated on multimedia
content for digital platforms
• Gained hands-on experience in field reporting, writing, editing, and
the use of content management systems
EDUCATION
Bachelor of Science
Bestower International University
09/2013 - 06/2016
Lagos, Nigeria
National Diploma
Lagos State Polytechnic
09/2011 - 06/2013
www.enhancv.com
Lagos, Nigeria
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