Funmilola Johnson
Gbagada, Lagos Nigeria | --| LinkedIn Funmilola (Rebecca) Johnson
SUMMARY
As a warm and productivity-oriented Customer Service Representative, I enjoy dealing with people and
turning any challenge into an opportunity. I am focused on convincing customers through phone
conversations, emails, and chats with an empathetic and innovative troubleshooting style that delivers
top-quality services. My CRM experience helps me handle upsells and keep raising client satisfaction
levels.
EDUCATION
Lagos State University – Lagos, Nigeria
Bachelor's Degree in Human Resources Management
CERTIFICATION
LinkedIn Learning
Customer Service: Serving Customers Through Chat and Text
LinkedIn Learning
Customer Service: Problem Solving and Troubleshooting
ALX Africa –
Virtual Assistance (Honors)
June 2006 – September 2011
November 2021
December 2021
August 2022
SKILLS
● Industry Knowledge: Handling confidential Information, Spreadsheets, Multichannel
Communications, Professional Phone Skills, Online Support, Enquiries, Customer Relationship
Management (CRM), Administration, and Record keeping
● Tools & Technologies: HubSpot, Microsoft Office, Microsoft PowerPoint, Microsoft Excel,
Google Workspace, Asana, Trello, Zendesk, GoHighLevel, ClickUp, Slack
● Interpersonal Skills: Attention to Detail, Problem-Solving, Organization Skills, Teamwork,
Strategic Planning, Management, Leadership, Active Listening, and Collaboration.
EXPERIENCE
Elhay Organic Food
Customer Service Representative | May 2022 - December 2024
● Enhanced client satisfaction through efficient management of communications across phone,
email, and live chat, resulting in a 20% improvement in response time.
● Demonstrated excellent verbal and written communication skills to effectively interact with
customers.
● Maintained in-depth knowledge of company products to provide helpful suggestions and
recommendations to customers, resulting in a 25% increase in upsell conversions.
● Handled customer complaints and inquiries courteously and efficiently, resulting in a 30%
increase in overall customer satisfaction ratings.
Body Rejuvenation Massage Therapy – Atlanta, Georgia, United States | Remote
Customer Support || Executive Virtual Assistant | January 2022 - May 2022
● Scheduled and managed calendars for 4 executives, coordinated travel, and planned 5 events
annually.
● Handled data entry, maintained CRM systems (HubSpot, GoHighLevel) for 200 clients, and made
50 calls daily to support operations.
● Managed email and social media accounts with 40,000 followers, ensuring engagement and
timely responses.
● Provided research, document creation, virtual meeting support, and delegated tasks for 5 active
projects.
● Generated detailed reports using Google Analytics, enhancing insights for 5 major projects
weekly, driving data-driven decisions.
