Yetunde Anusa
Kettering,NTH
Summary
I'm a dedicated and customer-focused customer service representative with over 7 years’ experience delivering excellent service. I am skilled in handling high-volume calls, resolving complaints, managing sensitive customer issues, and providing clear, friendly communication. My background includes working in fast-paced contact centres, supporting customers through complex queries, and adapting quickly during major organisational changes.
I am known for staying calm under pressure, using good judgment to de-escalate difficult situations, and maintaining accuracy even when handling multiple tasks. With experience in quality assurance, email and chat support, and cross-team collaboration, I bring a well-rounded understanding of the customer journey and I am confident of my ability to support both customers and internal teams. I’m passionate about helping people, solving problems, and ensuring every customer has a positive experience.
Overview
4
4
years of professional experience
Work history
Head of Customer Service
4Wheelsbud Auto
Lagos, Nigeria
01.2025 - 08.2025
- Demonstrated leadership skills in managing customer service team.
- Delivered exceptional service by addressing customer queries promptly.
- Cultivated a productive work culture by encouraging teamwork.
- Oversaw daily operations, ensuring optimal performance.
Head of Customer Service
Access Bank Plc, Nigeria
Ibadan, Oyo State
10.2022 - 11.2024
- Coordinate and supervise daily operational tasks, including resource
allocation and compliance adherence, man management and personnel
coordination. - Ensuring efficient workflow and milestone tracking by overseeing daily
customer representative functions. - Serve as Checker by authorizing and supervising customer care officer’s
transactions, international/local using range of tools e.g Flexcube, Retail
operations portal, E-Tranzact etc. - Ensuring orderliness and compliance of set guidelines in the banking hall.
- Unload, Load, Monitor and clear cash jams of the branch’s ATMs and Vault balancing at end of day where necessary.
Contact Center Agent
Hr-Indexx
Ibadan, Oyo State
03.2021 - 09.2022
- Answering over 80 calls daily answering questions, receiving complaints and troubleshooting both product or service issues with international and local customers.
- Proffering first contact resolution to customer's queries and complaints
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Utilized remote communication tools (e.g., Flexcube, Retail operations portal, Microsoft Teams, Outlook, Avaya, dynamics 365) to manage customer service tasks effectively while handling sensitive information.
Education
Master of Science - Business And Management
University of Wolverhampton
Wolverhampton, UK09.2026
Bachelor of Science - Psychology
University of Lagos
Lagos, Nigeria10.2018
Skills
- Multi-Channel communication
- KPIs setting and tracking
- Phone and Email etiquette
- Microsoft Office Suite
- Motivational leadership
- CRM Software proficiency
- Service orientation
- Communication proficiency
- Time efficiency
- Customer Service
- Leadership skills
- Interpersonal communication
- Product knowledge
- Customer relationship building
Timeline
Head of Customer Service
4Wheelsbud Auto
01.2025 - 08.2025
Head of Customer Service
Access Bank Plc, Nigeria
10.2022 - 11.2024
Contact Center Agent
Hr-Indexx
03.2021 - 09.2022
Master of Science - Business And Management
University of Wolverhampton
Bachelor of Science - Psychology
University of Lagos