Morounranti Omoware Durosinmi

MOROUNRANTI OMOWARE DUROSINMI Customer Service Representative & Virtual Assistant Lagos, Nigeria PROFESSIONAL SUMMARY Results-driven Customer Service Representative and Virtual Assistant with 9+ years of experience in high-volume banking and client support environments. Proven track record in handling inbound and outbound customer interactions across phone, email, and chat channels while consistently achieving high Customer Satisfaction (CSAT) scores. Proficient in CRM platforms (Zendesk, Hubforce), complaint resolution, remote administrative support, calendar management, and cross-functional team collaboration. Adept at following SOPs, documenting interactions, and leveraging technology to streamline workflows and improve service quality. CORE COMPETENCIES ✔ Inbound & Outbound Call Handling ✔ Email, Chat & Phone Support ✔ Complaint Resolution & Escalation ✔ CRM Systems (Zendesk, Hubforce) ✔ Virtual Assistant Operations ✔ Calendar & Schedule Management ✔ Data Entry & Record Management ✔ CSAT & KPI Performance Tracking ✔ Ticketing & Helpdesk Systems ✔ Customer Relationship Management ✔ SOPs & Policy Compliance ✔ Microsoft Word & Excel ✔ Conflict Resolution ✔ Remote Team Collaboration ✔ Email & Inbox Management PROFESSIONAL EXPERIENCE Customer Care Officer | Access Bank Plc • 2019 – Present Key Responsibilities & Day-to-Day Activities: • Managed 80–120 inbound and outbound customer calls daily, addressing inquiries on account services, transactions, and banking products with professionalism and accuracy. • Provided multi-channel customer support via phone, email, and live chat, ensuring consistent and high-quality service across all touchpoints. • Investigated and resolved transaction disputes, account discrepancies, and service complaints within defined SLA timelines; escalated complex issues to appropriate departments. • Maintained detailed and accurate records of all customer interactions in Zendesk and Hubforce CRM systems, ensuring data integrity and audit readiness. • Monitored and reported on daily KPIs including call volume, first-call resolution rate, average handling time (AHT), and CSAT scores. • Collaborated with internal teams (operations, compliance, IT) to resolve systemic service issues and improve end-to-end customer experience. • Onboarded and guided customers through digital banking platforms, reducing channel migration time and improving digital adoption rates. • Drafted and responded to professional customer correspondence and service emails in alignment with brand communication standards. • Supported virtual administrative tasks including scheduling follow-up calls, managing customer queues, and preparing daily interaction reports. Key Achievements: • Consistently achieved CSAT scores of 90%+ quarter-over-quarter, ranking among top-performing agents on the customer care team. • Reduced average complaint resolution time by 20% through proactive issue identification and streamlined escalation protocols. • Recognized as a top performer for exceeding weekly call volume targets by 15% while maintaining quality scores above team benchmark. • Contributed to a 30% reduction in repeat contacts by implementing a structured follow-up process for unresolved issues. • Played a key role in onboarding 500+ customers onto digital banking channels during a bank-wide digitization initiative. Customer Service Executive | Diamond Bank Plc • 2016 – 2019 Key Responsibilities & Day-to-Day Activities: • Responded to high volumes of inbound customer inquiries related to retail and SME banking services via phone and email. • Maintained and updated accurate customer records in CRM systems, ensuring compliance with data management policies. • Resolved customer complaints and service requests within agreed SLA frameworks, escalating complex cases to senior officers as required. • Ensured full adherence to bank compliance policies, CBN regulatory guidelines, and internal service standards. • Coordinated with back-office and operations teams to facilitate seamless resolution of account-related issues. • Prepared daily and weekly activity reports tracking resolved cases, open tickets, and customer feedback trends. Key Achievements: • Maintained a complaint resolution rate of 95%+ within first contact, reducing escalation volume to senior management. • Commended by team lead for zero data entry errors over a 12-month period, reflecting exceptional attention to detail. • Instrumental in driving a 25% improvement in team email response time through the introduction of standardized email templates. VIRTUAL ASSISTANT CAPABILITIES • Remote Customer Support: Delivering professional customer service via digital channels (email, chat, VoIP) in a remote working environment. • Calendar & Appointment Management: Scheduling and managing meetings, follow-ups, and reminders using calendar tools and scheduling platforms. • Email Inbox Management: Triaging, drafting, and responding to professional correspondence; flagging priority emails and managing folders. • Data Entry & Database Management: Accurately entering and updating records in CRM systems, spreadsheets, and helpdesk platforms. • Report Preparation: Compiling daily, weekly, and monthly performance reports in Microsoft Word and Excel. • Task & Workflow Coordination: Supporting team workflows, tracking task completion, and communicating updates to stakeholders. • Document Management: Organizing, filing, and retrieving digital documents in compliance with company policies. TOOLS & TECHNOLOGY ✔ Zendesk ✔ Hubforce CRM ✔ Microsoft Excel ✔ Microsoft Word ✔ Email & Ticketing Systems ✔ VoIP & Call Management Tools EDUCATION B.Sc. Statistics (In View) — Ajayi Crowther University | 2024 – Present HND, Science Laboratory Technology (Biochemistry) – Distinction Lagos State Polytechnic | 2012 – 2014 CERTIFICATIONS • Virtual Assistant Management • Customer Success Management REFERENCES Available upon request.