Omotolani Fagbemi

OMOTOLANI FAGBEMI Customer Service Representative — Remote Portfolio-• - Years of Experience • US-Facing Roles • Salesforce | HubSpot | Zoho CRM | Freshdesk PROFESSIONAL SUMMARY Motivated and results-oriented Customer Service Representative with five years of combined experience across cold calling, inbound and outbound support, upselling, cross-selling, and CRM management. Demonstrated track record of resolving complex customer objections, maintaining accurate client records, and delivering seamless customer experiences by phone and email. Having worked directly with US-based companies — including Pacific Life and Century 21 Freedom Group — Omotolani brings proven remote work competence, strong cultural fluency with American clients, and deep familiarity with the expectations of US employers. Proficient in Salesforce, HubSpot, Zoho CRM, Nimble, and Salesflare, she is well-equipped to contribute immediately to any remote customer support team. CAREER HIGHLIGHTS AT A GLANCE 5 Yrs 3 Total Experience US-Facing Roles CSR + Sales combined Pacific Life, Century 21, Licia 6+ CRM Platforms Salesforce, HubSpot, Zoho & more 100% Remote Work Delivery Proven async capability Omotolani's experience spans insurance, real estate, and media sectors — giving her the versatility to adapt quickly to new industries and customer bases. PROFESSIONAL EXPERIENCE Cold Caller | Pacific Life (United States) | Mar 2024 – Jan 2026 In this fully remote, US-based role, Omotolani supported Pacific Life's outbound sales pipeline by generating and qualifying leads for senior financial advisors. She educated prospects on life insurance, annuities, and retirement planning products — translating complex financial concepts into clear, customer-friendly language. This role required strong objection-handling skills, precise script adherence, and the ability to maintain professionalism under sustained rejection. •​ Generated and qualified prospective leads by identifying customer needs, financial goals, and eligibility for insurance plans •​ Handled objections and rejections using advanced persuasion techniques to maintain prospect interest and re-engage hesitant leads •​ Scheduled follow-up appointments and transferred qualified leads to senior financial advisors and sales executives •​ Collaborated with sales and marketing teams to refine calling scripts, outreach strategies, and promotional campaigns •​ Educated prospects on life insurance, annuities, and retirement solutions, simplifying complex terminology for customer comprehension Customer Support Agent | Century 21 Freedom Group | Jan 2022 – Feb 2024 Serving real estate clients at one of the most recognisable brands in the US property market, Omotolani provided end-to-end customer support covering documentation, transaction updates, platform navigation, and complaint resolution. She maintained meticulous CRM records and acted as the key communication bridge between clients and agents. •​ Resolved customer complaints related to property listings, transaction delays, and communication gaps, ensuring consistently positive client outcomes •​ Maintained accurate client records in the CRM system, logging all inquiries, feedback, and follow-up actions for agent review •​ Assisted clients in navigating Century 21's digital platforms, scheduling property viewings, and coordinating with assigned agents •​ Processed client requests for documentation, agreements, and real-time updates on active real estate transactions Sales Representative | Licia Media and Consults | Oct 2020 – Dec 2021 In her foundational sales role, Omotolani built the client relationship and CRM management skills that underpin her customer service practice today. She managed accounts from first contact through contract negotiation and ongoing after-sales support. •​ Managed existing client accounts by delivering after-sales support, resolving concerns, and upselling additional service tiers •​ Negotiated contracts, pricing, and service terms to establish profitable and long-term business relationships •​ Maintained accurate sales records, prepared weekly performance reports, and kept the CRM system fully up to date •​ Monitored competitor activity and market trends to identify growth opportunities and refine sales strategies SKILLS & CORE COMPETENCIES Customer Service Skills •​ •​ •​ •​ •​ •​ Operational & Technical Skills Inbound and outbound call handling De-escalation and crisis management Objection handling and conflict resolution Upselling and cross-selling techniques Script adherence and tone calibration Sales closing and lead qualification •​ •​ •​ •​ •​ •​ CRM data entry, logging, and reporting Email support and written communication Client onboarding and product explanation Documentation processing and record keeping Voice tone control and clear articulation Typing speed, accuracy, and digital multitasking TOOLS & PLATFORMS Salesforce Essentials HubSpot CRM Zoho CRM Nimble Salesflare Google Sheets Google Slides / Presentations Email & Live Chat Support Slack / Remote Comms Proficiency in six dedicated CRM platforms positions Omotolani to onboard rapidly into any support stack with minimal ramp-up time. CASE STUDIES Case Study 1: Navigating High-Volume Objections at Pacific Life Situation: As a cold caller supporting Pacific Life's financial advisors in the United States, Omotolani regularly encountered a high rate of prospect resistance, including scepticism about insurance products and concerns about affordability — objections common in the life insurance sector. Action: She deployed a structured objection-handling framework, actively listening to prospect concerns before reframing product benefits in terms of the customer's stated financial goals. She refined her personal call script in collaboration with the marketing team to pre-empt the most frequent objections, and maintained detailed call notes in the CRM to inform future follow-up strategies. Result: Prospect re-engagement rates improved through consistent follow-up scheduling. Qualified leads transferred to financial advisors were better matched to product suitability, contributing to a stronger sales pipeline and reduced call abandonment rates. Case Study 2: Complaint Resolution in Real Estate — Century 21 Freedom Group Situation: Clients at Century 21 Freedom Group frequently raised complaints about delayed property transaction updates and difficulty navigating the company's digital platform — issues that, if unresolved, risked damaging client trust and agent reputation. Action: Omotolani implemented a proactive communication approach — contacting clients at each transaction milestone rather than waiting for complaints to arise. She developed a personal escalation protocol to fast-track unresolved complaints to the appropriate agent or manager, and ensured all interactions were logged in the CRM with resolution timelines. Result: Client satisfaction with communication improved measurably. Repeat complaints from the same clients declined, and agents reported higher confidence in the support team's reliability as a client liaison. Case Study 3: Cross-Selling and Account Retention at Licia Media Situation: During her tenure at Licia Media and Consults, Omotolani was tasked with managing existing accounts while also identifying opportunities to upsell additional services — a dual responsibility that required balancing client satisfaction with revenue growth objectives. Action: She conducted regular after-sales check-ins with clients, using these touchpoints both to address concerns and to introduce complementary service offerings aligned with each client's business objectives. She prepared tailored proposals based on competitor analysis and kept pricing discussions transparent and client-focused. Result: Several existing accounts expanded their service agreements. Client retention was maintained across her managed portfolio, and her consistent CRM reporting gave management clear visibility into account health and growth opportunities. REMOTE WORK READINESS — US MARKET Omotolani's experience is not simply remote-compatible — it is remote-proven. Her most recent role at Pacific Life was a fully US-based remote position in which she operated independently, adhered to structured call schedules, and collaborated with American colleagues across different time zones. The following qualities make her an immediate fit for US remote CSR teams. •​ Direct experience working for a US company (Pacific Life) fully remotely •​ Comfortable communicating with American clients by phone and email •​ Self-disciplined with strong personal accountability and output ownership •​ Available for US time zone coverage (EST / CST / PST overlap) •​ Strong written and verbal English communication skills •​ No onboarding lag — familiar with US customer service expectations and tone •​ Proficient with async-first tools: email threads, CRM notes, and digital reporting •​ Proactive communicator who flags issues early and updates stakeholders regularly EDUCATION & CERTIFICATIONS Certification: Customer Service Representative — Professional Certification Certification: Salesforce Essentials — CRM Platform Proficiency Certification: HubSpot CRM — Certified User HND Qualification: Business Administration — Yaba College of Technology, 2018 BSc (In View): Federal University Oye-Ekiti Certifications and academic credentials are available for verification upon request. Omotolani Fagbemi is open to full-time and contract remote CSR roles.-• -