OREOLUWA SANNI
Lagos, Nigeria | LinkedIn
PROFESSIONAL SUMMARY
Customer Support Specialist with over 3 years of experience delivering high-quality support
across email, live chat, and inbound/outbound calls in both remote and on-site environments.
Background in Mass Communication with proven expertise in customer engagement, sales
support, lead generation, and customer retention across logistics, telecommunications, finance,
and digital platforms. Highly proficient in CRM and ticketing systems including Zendesk,
Intercom, HubSpot, and Freshdesk. Known for clear communication, fast issue resolution, and
maintaining positive customer experiences across global time zones.
CORE SKILLS
• Email, Live Chat & Phone Support (Inbound & Outbound)
• Customer Engagement & Relationship Management
• CRM & Ticketing Systems (Zendesk, Intercom, HubSpot, Freshdesk)
• Sales Support & Lead Generation
• Conflict Resolution & Escalation Handling
• Customer Retention & Loyalty
• Technical Troubleshooting & Account Management
• Process Documentation & Knowledge Base Support
• Clear Written & Spoken English Communication
TECHNICAL SKILLS
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HubSpot, Zendesk, Intercom, Freshdesk
Airtable, ClickUp, Zapier
Google Workspace (Docs, Sheets, Gmail)
Microsoft Office Suite(Excel, Word, Outlook)
PROFESSIONAL EXPERIENCE
Customer Support Representative (Remote)
Pro Exchange | Nov 2024 – Nov 2025
• Delivered real-time customer support to 60+ customers weekly via email, live chat, and voice
channels
• Resolved product and service-related issues with a 95% first-contact resolution rate
• Logged and tracked customer interactions using Intercom to ensure accurate documentation
and follow-up
• Supported order management, payment inquiries, and issue escalation while meeting SLA
targets
• Assisted customers through purchase decisions, contributing to repeat usage and improved
conversions
Customer Support Representative
Unateus Logistics International Ltd | Lagos, Nigeria | Nov 2023 – Nov 2024
• Managed 70+ daily customer inquiries related to shipments, deliveries, and service updates
• Improved client retention by 15% through personalized support and proactive follow-ups
• Documented customer interactions and complaints using CRM tools to ensure resolution
tracking
• Trained new hires on customer support protocols, tools, and service standards
• Independently handled customer communication while meeting daily KPIs and response-time
targets
Customer Relations Officer
Ozone Cinemas | Lagos, Nigeria | Feb 2018 – Jun 2021
• Provided in-person and phone-based customer support in a high-volume service environment
• Processed over 100 daily transactions while resolving technical, ticketing, and account issues
• Handled customer disputes professionally, achieving a 90% successful resolution rate
• Collaborated with internal teams to support promotions, feedback handling, and service
improvements
Customer Support Agent
Airtel Networks Ltd | Nigeria | Mar 2014 – Aug 2016
• Handled 80+ daily inbound customer calls related to SIM registration, billing, and account
issues
• Updated customer records in compliance with NCC regulations and internal policies
• Resolved account-related complaints with empathy while adhering to service protocols
• Ensured accurate issue documentation and timely escalation when required
EDUCATION
University of Lagos – Lagos, Nigeria
Bachelor of Science (B.Sc.), Mass Communication | 2023
CERTIFICATIONS
• Customer Service Fundamentals – Coursera (2025)
• ALX Virtual Assistant Program (2024)
• Google Digital Marketing Certification (2020)
• DW IT Support Program (2025)
STRENGTHS
• Emotionally intelligent with strong listening and interpersonal skills
• Fast learner with an adaptable and growth-oriented mindset
• Detail-oriented with strong documentation accuracy
• Reliable team player with the ability to work independently in remote settings
Reference available upon request.
