Kayode Afolabi

KAYODE AFOLABI | Lagos, Nigeria | Available for Remote Work Results-driven Customer Experience Associate with 5+ years delivering 95-96% customer satisfaction (CSAT) scores across high-volume B2B, e-commerce, and healthcare environments. Proven track record processing 200+ monthly orders at 99% accuracy, cutting average response time by 40%, and maintaining full Service Level Agreement (SLA) compliance across multichannel communication platforms, including ticketing systems, live chat, and email. Expert in CRM systems: HubSpot, Zendesk, Gorgias, Freshdesk with hands-on experience in data entry, record keeping, order management, and post-sales customer support. Excels at proactive communication, prioritization, and escalation of complex issues, and converting customer problems into retention wins. Remote-ready with stable high-speed internet, noise-canceling headset, and a quiet dedicated workspace. EXPERIENCE Customer Experience Specialist | TalentPop (Remote Contract)January 2026 – Present • Processed 200+ monthly e-commerce orders, returns, and refunds via Shopify order management with 99% accuracy, reducing order-related complaints by 15% and ensuring all order details, pricing, and delivery schedules were correct. • Managed 60-80 daily customer inquiries through multichannel communication: email, live chat, and social media via Gorgias ticketing system, sustaining 96% CSAT score and meeting all SLA compliance targets. • Engineered Gorgias automation workflows that cut average response time from 2.5 hours to 45 minutes, improving Service Level Agreement (SLA) compliance by 40% across all client accounts. • Maintained accurate, up-to-date records of all customer interactions, orders, and resolutions in CRM systems, ensuring data accuracy and completeness for downstream reporting. • Assessed urgency and complexity of each ticket, prioritizing and escalating issues when necessary to ensure timely resolution and high first-contact resolution rate (85%+). • Made outbound calls to customers for follow-ups, feedback collection, and order status updates, maintaining compliance and documenting all interactions in the CRM. Customer Support Specialist | Teleperformance Nigeria, LagosJune 2023 – December 2025 • Resolved 250+ customer inquiries weekly across email, live chat, and ticketing system channels, sustaining 95% customer satisfaction (CSAT) while cutting average response turnaround time by 20%. • Maintained meticulous data entry and record keeping in CRM system, architecting a data-accuracy initiative that lifted information reliability by 30% and eliminated downstream errors for a team of 15. • Engineered feedback-loop mechanisms and proactive communication protocols that accelerated issue resolution speed by 25%, directly reducing repeat-contact rate across the department. • Handled complex and sensitive customer situations with professionalism, focusing on post-sales inquiry resolution including edit requests, order status updates, and claims processing. • Drove 12% customer retention uplift by upselling service packages to existing accounts, contributing to quarterly revenue targets. • Led a 5-person retention squad executing targeted campaigns that reduced churn by 10% within 90 days through proactive outreach and follow-up calls. • Maintained 100% GDPR compliance across 5,000+ sensitive customer data interactions with zero reported breaches; ensured all compliance documentation and records were accurate and complete. Executive Assistant / Project Manager | Hexavia Nigeria, LagosJanuary 2023 – May 2023 • Orchestrated executive scheduling, travel logistics, and C-suite reporting with 100% on-time delivery, demonstrating strong prioritization and attention to detail across concurrent engagements. • Managed budget tracking and expense reconciliation for NGN 10M+ in project funds with zero financial discrepancies. • Accelerated project delivery speed by 15% through Gantt-chart milestone tracking across 3 concurrent client engagements. • Cultivated relationships with 10+ high-profile clients, contributing to measurable improvements in contract renewal rates and customer retention. Administrative Assistant, Monitoring and Evaluation Unit | Oyo State Primary Healthcare Board (NYSC)February 2022 – February 2023 • Maintained 99% accuracy across 1,000+ patient records in health datasets, demonstrating high-precision data entry and record keeping for federal policy reporting. • Executed 300+ patient follow-up calls to assess post-vaccination outcomes, informing national immunization policy updates through detailed documentation and proactive communication. • Streamlined administrative workflows, cutting operational costs by 10% across the Monitoring and Evaluation unit. Sales Representative | Mobiletrends Nigeria Ltd, AkureJanuary 2017 – December 2022 • Sustained 90%+ customer satisfaction over 5 years, building a repeat-customer base that drove 25% growth in returning purchases through customer-centric problem solving. • Generated 20% revenue growth year-over-year through strategic upselling and long-term relationship development with 100+ accounts. • Leveraged CRM analytics to identify sales trends, boosting repeat-purchase rate by 15%. SKILLS CRM Systems: HubSpot · Zendesk · Gorgias · Freshdesk · CRM Data Entry · CRM Record Keeping · CRM Workflows Customer Experience: Post-Sales Support · Order Management · Order Processing · Returns and Refunds · Claims Processing · Edit Requests · Customer Satisfaction (CSAT) Optimization · Service Level Agreement (SLA) Compliance · First-Contact Resolution · Customer Retention Multichannel Communication: Ticketing Systems · Live Chat · Email Support · Outbound Calls · Social Media Support · Proactive Communication E-Commerce and Operations: Shopify · Order Fulfilment · Invoice Processing · Shipment Tracking · Supply Chain Documentation · B2B E-Commerce · Product Availability Verification · Pricing Verification · Delivery Schedule Management Productivity and Communication Tools: Google Workspace (Sheets, Docs, Gmail) · Microsoft Office · Slack · Trello · Zoom · JIRA · Zoho · SharePoint Compliance and Data: GDPR Compliance · Data Accuracy · Prioritization and Escalation · Attention to Detail · Data Visualization · CRM Analytics · Performance Reporting CERTIFICATIONS EF SET English Certificate – C1 Advanced (July 2025) | Self-Leadership – Coursera (April 2025) | AI Career Essentials – ALX (July 2024) | Data Visualization – DataCamp (November 2022) EDUCATION Bachelor of Technology, Biology — Second Class Upper Division (Top 1% of Graduating Class)November 2021 Federal University of Technology, Akure (FUTA), Nigeria