Janet Orimogunje

Results-driven Customer Experience Specialist with 6+ years of experience in customer support, complaint resolution, and CRM management. Proven track record of enhancing customer satisfaction and delivering service excellence across high-volume contact center environments.

Customer Service Representative - MultiChoice Group

• Resolved product, service, and billing complaints with a customer-first mindset, reducing repeat contact rates through proactive and forward-thinking solutions.
• Maintained meticulous CRM records of all interactions and outcomes, ensuring data integrity and compliance with company policies.
• Partnered with supervisors and cross-functional teams to escalate high-complexity cases, consistently driving team KPI achievement.
• Kept abreast of evolving products, services, and policies to deliver accurate, consistent information at every customer touchpoint.

Live Page Support - MultiChoice Group

Managed Twitter and Instagram channels to provide real-time complaint resolution; escalated technical issues to appropriate internal teams, minimising downtime and preserving brand reputation.

Grievance Resolution - MultiChoice Group

Handled sensitive, high-stakes disputes with tact and emotional intelligence, balancing regulatory compliance with genuine customer advocacy to turn difficult interactions into trust-building outcomes.

De-escalation & Retention - MultiChoice Group

Served as the designated contact for critical escalations, deploying advanced conflict-resolution strategies to defuse hostility, rebuild trust, and secure customer loyalty.

Proactive Outbound Support - MultiChoice Group

Conducted structured follow-up calls post-resolution to confirm issue closure and reinforce customer confidence, ensuring every customer left the experience feeling valued.

B.A. - Education - English Language - National Open University of Nigeria (2026)

Nigeria Certificate in Education (NCE) - Federal College of Education, Oyo (Special) (2019)