Oluwatosin Oladipupo Sokan

Handled an average of 40+ customer complaints per week with a 90% first-contact resolution rate, reducing repeat calls.

Conducted follow-up calls with dissatisfied customers, improving retention rates by an estimated 15%.

Learnt and adapted to new CRM software within 2 weeks (50% faster than team average), boosting case-handling efficiency.

Addressed 60+ daily queries across phone, email, and chat channels, increasing customer confidence and reducing escalations by 20%.

Improved customer satisfaction scores by 12% within 6 months through prompt and empathetic service delivery.

Guided customers through troubleshooting processes with patience and clarity, resulting in faster issue resolution and improved satisfaction scores.

Contributed to conflict resolution sessions that enhanced teamwork and reduced internal escalations, improving overall service delivery.

Built strong client rapport through empathetic handling of concerns, leading to higher customer retention and positive feedback.

Delivered accurate and detailed product and service information, increasing customer understanding and driving higher service uptake.

Implemented new complaint management protocols that reduced resolution times and increased efficiency in handling complex queries.

Successfully managed high-volume queries across multiple channels, ensuring timely responses and minimizing backlogs during peak periods.

Consistently exceeded KPI targets for phone, email, and chat support, contributing to improved departmental performance metrics.

Delivered an exceptional customer experience, achieving an average 80% satisfaction score on the Customer Happiness Index through proactive service strategies.

Resolved customer complaints efficiently, reducing repeat contacts and enhancing overall satisfaction and loyalty.

Collaborated with colleagues to exceed Key Performance Indicators (KPIs), contributing to a high-performing and supportive team culture.

Demonstrated strong multitasking and adaptability in a fast-paced environment, managing competing priorities to maintain seamless operations.

Exercised sound judgment and problem-solving skills to make confident decisions, addressing challenges effectively and driving continuous service improvements.