Veronica Folarin
đź“Ť Ogun State, Nigeria| đź”—| đź“žlinkedin.com/in/veronica-folarin
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📧-PROFESSIONAL SUMMARY ​
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Dedicated and customer-focused Customer Service Representative with strong communication and
problem-solving skills. Experienced in handling customer inquiries via phone, email, and chat, ensuring
timely issue resolution while maintaining high levels of customer satisfaction. Proficient in data entry,
CRM systems (HubSpot, Freshdesk, Intercom), and customer relationship management. Adept at adapting
to dynamic environments, collaborating with teams, and ensuring seamless customer experiences.
SKILLS ​
●​Customer Service
●​Virtual Assistance
●​Complaint resolution
●​Order Processing
●​Email/Chat Support
●​Effective Communication
●​Troubleshooting
●​Administrative Support
●​CRM Tools (Hubspot, Freshdesk,
Trello, Calendly, Monday.com )
●​Microsoft Office Suite
●​Data Entry
●​Appointment Scheduling
●​Google Workspace
●​Time Management
●​Calendar Management
●​Call Documentation
●​Problem-solving aptitude
WORK HISTORY ​
Customer Support Specialist
Gravity LA | October 2024 – Present | Los Angeles, USA
Managed inbound customer interactions via phone, email, and chat, ensuring
timely and professional responses.​
Reduced initial response time by 80%, improving overall customer
satisfaction and retention.​
Handled customer complaints, resolved issues promptly, and provided
accurate information on company policies and services.​
Maintained and updated customer records in Freshdesk, ensuring data
accuracy and service efficiency.​
Assisted customers with account modifications, service requests, and
product inquiries to improve user experience.​
Successfully resolved five chargebacks in the first month, safeguarding
company revenue.
Creative Director
VESHA STITCHES | August 2021 – July 2023 | Abeokuta, Nigeria
Managed daily customer inquiries and provided tailored solutions to
improve satisfaction.​
Resolved service-related concerns and ensured a seamless customer
experience.​
Trained and mentored team members in customer service best practices,
improving internal efficiency.
POS Agent & Customer Support
Guaranty Trust Bank | April 2017 – September 2018 | Lagos, Nigeria
●​ Assisted customers in deploying and troubleshooting POS terminals,
ensuring seamless transactions.​
●​ Delivered exceptional customer service, addressing complaints and
resolving issues efficiently.​
●​ Maintained accurate transaction records and provided support for financial
inquiries.
EDUCATION ​
Bachelor of Science in Psychology
Adekunle Ajasin University | March 2010 – September 2014
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Enhanced skills in customer empathy, communication, and conflict resolution.
CERTIFICATION
IT SUPPORT DIGITAL TRAINING – DIGITAL WITCH (2024)
DATA ENTRY CERTIFICATION – ACCOUNTING HUB (2024)
VIRTUAL ASSISTANT TRAINING – ALX (2024)
