Tolulope Okosun

Customer Service Representative, Kent Peoples Market (USA)                Jan 2023 - Jan 2025

Promoted to team lead in 6 months

• Developed and implemented customer service policies, procedures and standards to ensure customer satisfaction. 

• Communicate with 65+ customers daily through the phone and respond promptly to inbound calls, keeping a record of each customer interaction and transactions.

• Identify and escalate priority issues to the appropriate channels. 

• Follow up with customers to ensure their needs are met. 

• Train and mentor 30 team members to promote productivity, and lead the staff to achieve a higher customer satisfaction.

• Detected new growth opportunities which drove the company’s renewal revenue growth rate to 15% through efficient research. 

• Increased customer satisfaction scores by 4.7% within 4 months of joining the company. 

Customer Support Officer, Ledray Fintech (UK)                  January 2019 – December 2022

The second highest customer satisfaction rate in my team by 40%

• Resolved customers’ problems quickly while improving the company’s image.

• Answered 60+ inbound calls daily to address customer inquiries, resolve issues and provide information on new products and services.

• Performed daily customer service related tasks such as data entry and order processing.

• Provided technical support to 100,000+ customer accounts across the UK and achieved a complaint resolution quality score of 99.9%.

• Collaborated with team members to improve customer service processes and procedures.

• Documented customer interactions and solutions in the CRM system.