Olasunkanmi Babatunji Familusi

OLASUNKANMI FAMILUSI-|Nigeria| Proactive Customer Service Representative with 5+ years’ experience delivering high-quality support across phone, email, and live chat channels, maintaining a 95%+ customer satisfaction score. Skilled in CRM tools such as Zendesk, Salesforce, resolving 1,000+ monthly inquiries with a 90%+ first-contact resolution rate. Proven track record of reducing customer churn by 18% through data-driven feedback analysis and personalized service strategies. Strong collaborator with cross-functional teams to enhance service delivery and process efficiency. CORE COMPETENCIES Customer Relationship Management (CRM) Conflict Resolution & Complaint Handling Technical Support & Troubleshooting Communication Skills (Verbal & Written) Product Knowledge & Customer Education Multichannel Support Delivery. CRM Tools & Software Proficiency. Data-Driven Decision Making Process Improvement & Automation EDUCATION & CERTIFICATION Emotional Intelligence & Empathy Team Collaboration & Cross-Functional Communication Time Management & Prioritization Knowledge Management & Self-Service Support. Cultural Competence & Diversity Awareness Soft Skills: Communication, Leadership, Problem-solving, Multitasking, Time Management, Critical Thinking, Customer Focus, Adaptability . Effective Customer Service - Alison B.Sc Computer Science (in view) - West Midlands Open University,Nigeria HND, Environmental Biology - Gateway (Ict) Polytechnic, Ogun State ND, Science Laboratory Technology - Gateway (Ict) Polytechnic, Ogun PROFESSIONAL EXPERIENCE Customer Success Manager, Yellow Card Financial 2023 – Present • Customer Support & Satisfaction: Delivered high-quality support to over 1,500+ customers monthly, a 98% customer satisfaction rate, consistently exceeding department KPIs. • CRM Management: Utilized Salesforce CRM to manage client interactions, logging and driving personalized service delivery. Helped reduce response time by 40% through smart workflow automation. • Complaint Resolution: Handled and resolved over 300+ escalated cases per quarter, with a 93% first-contact resolution rate. Successfully reduced negative reviews on Google and Trustpilot by 32% in 6 months. • Order & Inventory Coordination: Processed and tracked over 1,200 orders monthly ensuring 99.5% order accuracy and timely delivery. Collaborated with the logistics team to cut fulfillment time by 20%. • Technical Troubleshooting: Provided front-line technical assistance on product usage resolving 87% of technical issues without escalation. Conducted weekly product feedback reports for the development team. Knowledge Base Development: Created and maintained a digital Help Center, increasing self-service resolution by 45% and reducing ticket volume by 30% within three months. • • • • • Sales Support & Upselling: Boosted customer retention and revenue by integrating upsell techniques. Multichannel Communication: Managed high-volume customer interactions across email, phone, WhatsApp, and social media, ensuring consistent tone and quality. Leveraged to streamline cross-channel messaging, increasing engagement by 22%. Performance Reporting & Analysis: Generated weekly service performance reports using Excel, providing insights that led to a 15% efficiency boost in handling queries and a 10% improvement in team KPIs. Training & Peer Coaching: Onboarded and mentored 4 new hires, creating training content with Loom and Trello. Helped cut rampup time by 35% and ensured team-wide adoption of updated SOPs and service workflows. Customer Success Manager – Card Resolution, Access Bank Plc 2021 – 2023  Dispute Resolution & Chargeback Management Resolved over 1,200+ debit card disputes monthly, achieving a 97% resolution rate and reducing average turnaround time from 5 days to 2.5 days, and internal card dispute APIs. Collaborated with banks and payment processors to ensure swift reimbursements and customer satisfaction.  Data-Driven Insights & Reporting Analyzed resolution trends and transaction failures which led to a 15% drop in repeat complaints. Developed weekly dashboards that informed leadership decisions, increased SLA compliance by 25%, and optimized workflow assignments.  Customer Communication & Satisfaction Managed high-volume inbound and outbound card issue escalations across email, phone, WhatsApp, and social media, achieving a 4.8/5 CSAT score. Introduced proactive communication scripts that boosted firstcontact resolution by 22% and improved brand trust.  Technical Troubleshooting & Root Cause Analysis Used tools like Slack, Trello, and internal card monitoring systems to diagnose card decline, PIN issues, and fraud alerts, reducing false declines by 18%. Coordinated with IT and card networks to roll out fixes, cutting resolution lag by 2 days on average.  Process Automation & Workflow Optimization Led automation of repetitive resolution tasks using Zapier, Freshdesk, and Google Workspace tools, decreasing manual workload by 30%. Designed SOPs and self-service flows that enhanced agent efficiency and reduced escalation volume by 40%. Customer Success Intern, Guaranty Trust Bank-      Customer Relationship Management: Built and managed a portfolio of over 200+ retail customers, using Salesforce CRM to track interactions, personalize communication, and improve satisfaction scores by 28% in 8 weeks. Leveraged customer feedback data to identify churn risks, contributing to a 12% boost in retention. Technical Support & Digital Banking Assistance: Resolved 100+ inquiries weekly related to GTBank’s mobile and online banking platforms, Troubleshooted common errors, educated users on features, and reduced average resolution time by 35% through knowledge base documentation. Data Analysis & Reporting: Created weekly customer success dashboards tracking NPS scores, service response times, and issue categories. Delivered insights that informed process tweaks, resulting in a 15% improvement in first-response accuracy. Onboarding & Customer Education: Led onboarding sessions for new savings and SME customers, developing explainer materials with Canva and Google Slides that reduced FAQ-related inquiries by 42%. Improved customer activation rate within the first 30 days by 18%. Process Improvement & Feedback Management: Collected and analyzed over 1,000 pieces of customer feedback using Forms and identifying 3 critical service gaps. Collaborated with teams to refine service workflows, reducing complaint resolution time by 22%.