GRACE DARAMOLA
Ilorin
Summary
Dynamic customer service professional with proven expertise at TeamApt, excelling in conflict resolution and CRM. Adept at fostering strong customer relationships and delivering exceptional support, I effectively resolved complex issues while maintaining high satisfaction ratings. My strong communication skills and problem-solving abilities drive customer loyalty and enhance service delivery.
Overview
6
6
years of professional experience
Work History
Social Media Support Officer
TeamApt (Moniepoint)
Lagos
05.2025 - Current
- Manage customer inquiries and complaints across social media platforms (Facebook, Instagram, Twitter).
- Provide real-time support, ensuring timely resolution and maintaining brand reputation.
- Handled escalated customer complaints promptly and professionally.
- Resolved customer queries in a timely manner.
Customer Success Representative - Messaging/Live Chat Team (Zendesk)
TeamApt (Moniepoint)
Lagos
11.2023 - 05.2025
- Delivered responsive customer support via WhatsApp and live chat channels.
- Resolved complaints promptly, ensuring excellent customer satisfaction ratings.
- Collaborated with cross-functional teams to escalate and resolve technical issues.
- Resolved customer inquiries through multiple communication channels effectively.
- Educated users on product features and best practices for optimal usage.
- Maintained up-to-date knowledge of products, services, policies, and procedures.
- Developed strong relationships with customers to ensure satisfaction and loyalty.
- Resolved customer inquiries in a timely manner while maintaining high quality standards.
Customer Service Representative
TeamApt (Moniepoint)
Ilorin Kwara State, Nigeria
01.2021 - 11.2023
- Managed customer and BRM inquiries via WhatsApp.
- Assisted customers with inquiries and resolved issues effectively.
- Educated customers on product features and benefits confidently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Resolved customer complaints promptly and efficiently.
Call Center Representative
Ison BPO
Ilorin Kwara State.
12.2019 - 03.2021
- Handled inbound calls professionally to resolve customer concerns.
- Ensured accurate information dissemination, and customer satisfaction.
- Assisted customers with inquiries and resolved issues effectively.
- Collaborated with team members to enhance service delivery processes.
- Educated customers on product features and benefits confidently.
- Handled customer complaints with empathy and professionalism.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Bachelor of Science - Political Science
Ekiti State University
Ado-Ekiti01-2016
Skills
- Problem solving and critical thinking
- Customer relationship management (CRM)
- Teamwork and collaboration
- Empathy and customer-centric service
- Probing and conflict resolution
- Cross-functional collaboration
- Technical issue escalation
- Attention to detail
- Effective communication
- Customer service expertise
- Decisive Decision-making
- Training and mentoring
Timeline
Social Media Support Officer
TeamApt (Moniepoint)
05.2025 - Current
Customer Success Representative - Messaging/Live Chat Team (Zendesk)
TeamApt (Moniepoint)
11.2023 - 05.2025
Customer Service Representative
TeamApt (Moniepoint)
01.2021 - 11.2023
Call Center Representative
Ison BPO
12.2019 - 03.2021
Bachelor of Science - Political Science
Ekiti State University