Iyanuoluwa Testimony Olusegun

Iyanuoluwa Olusegun Detail-Oriented Customer Service Representative 5/5 customer satisfaction rating Lagos, Nigeria • - •-• LinkedIn Dedicated entry-level customer service representative with a strong commitment to enhancing customer satisfaction. Proven ability to resolve issues effectively, achieving a 95% satisfaction rate in previous roles. Strong communication and conflict resolution skills, contributing to a 20% increase in customer retention. Eager to leverage problem-solving skills in a dynamic team environment SKILLS • Problem-solving • Excellent Communication • Empathy understanding • Strong organisation • Conflict Resolution • Technical Proficiency • Time management • Flexibility • Active Collaboration • Detail-Oriented PROFESSIONAL EXPERIENCE Flutterwave Technology Solutions Limited, Lagos, Nigeria • Customer Service ● ● ● ● 04/2024 - Present Managed a high volume of customer inquiries through phone, live chat and email channels, successfully maintaining an average response time of under 5 minutes and achieving a customer satisfaction rating of 95% in quarterly surveys Created a customer feedback survey that increased response rates by 50%, providing valuable insights for service enhancement Resolved complex customer issues through proactive communication, resulting in a 25% decrease in escalated complaints Collaborated with cross-functional teams to address recurring service issues, resulting in the identification and resolution of two major pain points that reduced complaint volume by 20% Dabuks Enterprise Limited, Lagos, Nigeria • Administrative Assistant/ Customer Service 04/2023 - 04/2024 ● ● ● Coordinated and scheduled over 50 meetings weekly, optimising time and eliminating conflicts, leading to a 30% increase in meeting attendance Handled over 100 emails daily, prioritising urgent requests and reducing inbox clutter by 60% through an organised filing system, improving response time by 30% Maintained strong client relationships with a 95% satisfaction rating by providing timely, professional responses to inquiries EDUCATION University of Ilorin, Ilorin, Kwara State • History and International Studies - • Second class Honour CERTIFICATIONS • Customer Service Udemy, 2023