OMOTOLANI FAGBEMI
Lagos
Summary
Results-driven Customer Support Specialist with over three years of experience providing high-quality customer support in fast-paced, customer-centric environments. Proven ability to manage high volumes of customer inquiries across phone, email, and chat channels, while maintaining exceptional service standards. Experienced in issue resolution, CRM/database management, and customer satisfaction improvement. Adept at working independently, in remote environments, and collaborating with cross-functional teams to achieve service excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Support / Administrative Assistant
Career Crafters Academy
06.2024 - 10.2024
- Provided end-to-end customer support by responding to client inquiries via email and phone in a timely and professional manner.
- Improved customer satisfaction by 35% through effective complaint resolution and proactive follow-ups.
- Managed calendars, scheduled appointments, and coordinated virtual meetings, improving operational efficiency by 100%.
- Maintained accurate customer records and databases with 100% data accuracy, supporting reporting and decision-making.
- Prepared professional reports, correspondence, and documentation while handling sensitive data with confidentiality.
- Collaborated with internal teams to ensure seamless service delivery and issue resolution.
Customer Support Specialist
Food Palace Services
Lagos
01.2021 - 01.2022
- Delivered exceptional customer experiences, achieving a 95% customer satisfaction score (CSAT).
- Handled high-volume customer interactions across multiple service channels, reducing response times by 30%.
- Managed customer orders, service requests, and issue resolution from initiation to closure.
- Reduced service errors by 20% through attention to detail and adherence to quality standards.
- Supported onboarding and mentoring of new team members, contributing to a 15% increase in team productivity.
- Maintained detailed customer interaction logs to ensure service consistency and continuous improvement.
Customer Service Representative
Next Layers Company
Lagos
01.2018 - 01.2019
- Delivered high-quality customer support, resolving 100% of customer inquiries within agreed timelines.
- Increased customer satisfaction by 38% through empathetic communication and personalized support.
- Maintained and updated customer records in CRM systems with complete accuracy.
- Assisted in preparing service reports and performance documentation.
- Identified service gaps and contributed to process improvements that enhanced efficiency by 25%.
Front Desk / Customer Support Officer
Denca Services
Lagos
01.2015 - 01.2016
- Served as the first point of contact for customers, providing prompt and professional assistance.
- Responded to customer inquiries, scheduled appointments, and coordinated service requests.
- Drafted official correspondence and maintained accurate customer records.
- Supported customer retention initiatives by ensuring timely issue resolution and follow-up.
Education
Higher National Diploma (HND) - Business Administration
Yaba College of Technology (YabaTech)
Lagos, NigeriaSkills
- Customer support (email, chat, and phone)
- Complaint resolution and escalation handling
- CRM and ticketing systems (Zendesk, Freshdesk - adaptable)
- Customer relationship management (CRM)
- Order and account support
- Data entry and record management
- Remote communication and collaboration
- Service level agreement (SLA) adherence
- Time management and multitasking
- Confidential and GDPR-compliant data handling
Certification
- Virtual Assistant Certification, ALX Africa, 2024
- Virtual Assistant Training, Career Crafters Academy, 2024
- Soft Skills Training, Young Africa Works / Jobberman, 2022
- Management Information Systems (MIS), Fortesoft NIIT, Lagos, Lagos, Nigeria
Accomplishments
- Increased customer satisfaction by up to 35% across multiple roles.
- Improved operational efficiency by 25% through service and workflow optimization.
- Maintained 100% accuracy in customer data, records, and service documentation.
Personal Information
Title: Customer Support Specialist
Timeline
Customer Support / Administrative Assistant
Career Crafters Academy
06.2024 - 10.2024
Customer Support Specialist
Food Palace Services
01.2021 - 01.2022
Customer Service Representative
Next Layers Company
01.2018 - 01.2019
Front Desk / Customer Support Officer
Denca Services
01.2015 - 01.2016
Higher National Diploma (HND) - Business Administration
Yaba College of Technology (YabaTech)