Loading profile…
Layomi Olagunju
Looking for a jobCustomer Service Representative
I am a customer service rep with experience in appointment setting, order management, delivery monitoring, customer communication and records.
NigeriaCustomer Service Representative at FKFH Consulting Inc.
About
Seeking a remote role in customer support, customer success, account support or appointment setting. I have 5+ years of experience resolving customer requests across phone, email, chat and video, and I book 5-10 appointments a week for a sales team. I learn new systems quickly and want to grow into a team lead role.
I am a customer service professional with over five years of experience, including two years working remotely. I handle customer inquiries, orders, billing, and delivery issues through phone, email, and chat, using Zendesk to track requests and follow-ups.
At FKFH Consulting, I manage 100+ customer contacts daily and helped raise team customer satisfaction from 63% to 84%. Previously, I led six agents who maintained a 92% first contact resolution rate. I enjoy solving problems and keeping customers informed. I am interested in remote customer service, order support, and account support roles with opportunities to learn and grow.
Experience
Customer Service Representative
Processed order, billing, delivery, refund, and cancellation requests for 100+ customers daily, ensuring accuracy. Raised team CSAT from 63% to 84% within three months and maintained it at high volume.
ZendeskOrder ProcessingBillingRefundsCancellationsLogistics CoordinationCustomer SatisfactionAppointment Booking
Customer Service / Marketing Team Lead
Led and coached 6 junior field agents, maintaining 92% first contact resolution and improving client retention. Handled client orders and queries, processed order changes, and coordinated with sales and distribution.
Team LeadershipCoachingCustomer ServiceOrder Management
Education
Ladoke Akintola University of Technology
Pursued an MBA in Marketing Management, focusing on advanced marketing strategies and management principles.
Lagos State University
Completed a Postgraduate Diploma in Management Science, covering core management and analytical skills.
Association of Business Practitioners (Customer 1st, UK)
Earned the Certified Customer Service Professional (CCSP) certification, demonstrating expertise in customer service excellence.