Isaac Ogunyale

ISAAC OGUNYALE Summary Dedicated and results-oriented Customer Service professional with over 4 years of experience delivering exceptional support across remote, hybrid, and onsite environments. Proven expertise in managing client inquiries, resolving complex issues, and ensuring high customer satisfaction in fintech, real estate, and international service settings. Adept at using CRM systems to track interactions, analyze feedback, and optimize service delivery. Skilled at building strong client relationships, providing solution-focused guidance, and collaborating effectively with cross-functional teams. Known for strong problem-solving abilities, adaptability, and clear, professional communication across multiple channels. Key Skills Customer Relationship Management (CRM) Multichannel Support: Phone, Email, Chat, Social Media Complaint Resolution & Conflict Management Client Onboarding & Account Management Customer Experience Analysis and Process Improvement Customer Engagement Problem Solving Remote & Onsite Customer Support Time Management & Organization Data Entry & Record Keeping Team Collaboration & Communication Relevant Experience Client Support & Customer Service Representative (Hybrid) Sept 2024 – Present OIA Enterprise, Nigeria (Onsite & Remote) ▪ ▪ ▪ ▪ ▪ ▪ Serve as the first point of contact for investors and prospective clients, providing accurate information on property listings, investment packages, and company services across phone, email, WhatsApp, and in-person channels. Manage end-to-end client support, including inquiries, property viewing coordination, investment onboarding, documentation guidance, and postpurchase follow-up. Handle customer complaints and service issues related to payment confirmations, title documentation, property verification, and project updates, ensuring timely resolution and client satisfaction. Maintain detailed client records using CRM software, ensuring proper documentation, follow-up tracking, and investor relationship continuity. Work closely with the Sales, Legal, Finance, and Operations teams to resolve escalated issues, confirm transaction details, and provide clients with accurate status updates. Provide investment-related education to clients, explaining processes, return ▪ ▪ ▪ expectations, and risk considerations in clear and simple terms. Build and maintain strong client relationships through proactive engagement, professional communication, and consistent service delivery. Support business growth by identifying customer needs, upselling available investment opportunities, and ensuring excellent customer experience at every touchpoint. Uphold confidentiality and compliance standards when handling sensitive client and financial information. Customer Service Representative (Remote) Jun 2022 – Sept 2024 SwiftBridge Technology Solutions Ltd ▪ ▪ ▪ ▪ ▪ ▪ Managed inbound support tickets, live chats, and scheduled calls for fintech clients, ensuring seamless user experience and timely resolutions. Guided customers through digital onboarding, platform navigation, account verification, and troubleshooting of app performance issues. Maintained a strong working knowledge of company products, updates, and system changes to deliver accurate and proactive support. Achieved high customer satisfaction ratings by providing solution-driven assistance, follow-up support, and clear communication. Analyzed repeat complaints, identified system gaps, and provided feedback to Product and Operations teams to improve service delivery. Demonstrated strong remote work discipline, meeting daily productivity targets while contributing to team knowledge resources and FAQs. Customer Service Representative (Remote) Apr 2021 – May 2022 Freelance ▪ ▪ ▪ ▪ Delivered remote customer support to international clients across the US and Europe, ensuring professional and timely assistance across multiple communication channels. Served as the primary contact for inquiries, providing accurate product/service information, resolving complaints, and ensuring high customer satisfaction. Monitored customer feedback and identified recurring issues, recommending improvements to enhance service delivery and client experience. Maintained accurate and organized customer records using CRM platforms, and prepared weekly reports highlighting trends, performance metrics, and service quality insights. Education Master of Science, Human Resource Management SEPT 2023 Ecole Superieure de Cadres et Techniciens Bachelor of Science, Human Resource Management Ecole Superieure de Technologie et Gestion JAN 2021 Advanced Training and Courses Digital Customer Support Tools & Automation Advanced Customer Experience Management Effective Communication in Global Teams Operational Excellence & Process Optimization Conflict Resolution & Negotiation Skills Emotional Intelligence in Customer Service Technical Skills CRM Platforms: Salesforce, HubSpot, Zoho Productivity Tools: Microsoft Office Suite, Google Workspace Communication Tools: Zoom, Microsoft Teams, Slack References Available on request -