OLATUUNBOSUN JOHN
--34, Awolowo road, Lagos Nigeria
LinkedIn; Inkedin.com/in/john-olatunbosun
Professional Summary
Customer-focused and empathetic Customer service with 5 years of experience in high-volume call centers. Skilled in
resolving customer complaints, increasing customer satisfaction scores, and streamlining support processes. Proven
track record and delivering exceptional customer experiences via phone, email, chat, and social platforms. Seeking to
bring strong interpersonal and communication skills to a dynamic support team
Core Competencies
· Customer Service
· Conflict Resolution
· CRM Software (Salesforce)
· Phone & Chat Support
· Order & Billing Inquiries
· Product Knowledge Support
· Upselling & Cross-Selling
· Team Collaboration
· Time management
Professional Experience
Customer Service Representative
freelancer
march- 2023 present
· Handled 70+ inbound and outbound customer interactions daily via phone and chat with a 92% first-call resolution
rate.
· Resolved billing and account issues, processed returns and exchanges, and answered product inquiries.
· Maintained a 96% customer satisfaction (CSAT) score for 12 consecutive months.
· Documented interactions accurately in Salesforce CRM.
· Trained and mentored 3 new hires on customer service protocols.
Call Center Agent
Lumen Technologies Services
jan 2020- june 2022
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Managed technical support and service issues for mobile and broadband customers.
Exceeded monthly sales targets by offering suitable add-ons and upgrades during support calls.
Recognized twice as “Top Performer of the Month” for high customer ratings and efficiency.
Used saleforce to log tickets and resolve issues within established SLA timelines.
Education
National open university of Nigeria (NOUN)
Mass communication 2018
Certifications
Customer service certification – Alison certification
Technical Skills
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CRM Tools: Salesforce
Communication Tools: Zoom, Microsoft Teams
Ticketing Systems & Knowledge Base Tools
Microsoft Office Suite (Word, Excel, Outlook)
