Timilehin Amusan

Timilehin Amusan  Phone number: (-  Email address:- Home: 29 Ifelodun street aboru Ifelodun street, Iyana-ipaja (Nigeria) WORK EXPERIENCE  Access Bank Plc – Lagos, Nigeria City: Lagos | Country: Nigeria Contact Center Agent [ 14/04/2019 – Current ] • Resolved 100+ daily customer inquiries via email and digital banking platforms, ensuring 98% SLA compliance. • Supported customers with credit cards, loan services, dual transaction resolution, and digital assets. • Escalated complex cases while maintaining 95% first-contact resolution and reducing average handling time (AHT). • Delivered personalized support that contributed to improved customer satisfaction (CSAT +15%). • Collaborated with cross-functional teams to streamline digital banking support processes.  Stanbic IBTC Bank – Lagos, Nigeria City: Lagos | Country: Nigeria Customer Contact Consultant [ 27/07/2023 – 09/12/2024 ] • Handled inbound and outbound customer interactions (calls, emails, SMS) while ensuring SLA compliance and high customer satisfaction (CSAT). • Resolved customer complaints and inquiries by applying strong product knowledge, active listening, and problem-solving skills. • Collaborated with team leads, supervisors, and call center management to maintain service quality and achieve departmental targets. • Utilized CRM tools and call center technology to manage high call volumes, compile reports, and consistently meet quality assurance standards. EDUCATION AND TRAINING B.Tech Federal University of Technology, Akure [ 15/11/2015 – 21/10/2021 ] City: Akure | Country: Nigeria | Level in EQF: EQF level 6 LANGUAGE SKILLS Mother tongue(s): English SKILLS Microsoft Word / Microsoft Excel / Experience in ERP and CRM systems (Salesforce, Hubspot, Odoo, Vtiger, etc...) / Microsoft Office / Microsoft dynamics 365 / Zoom / Avaya Manager / listen actively / solve problems / Agile project management / communication / Tolerance, respect and empathy to everyone