Olami Kunmi

Dedicated and performance-driven Customer Experience Specialist with over 7 years of expertise spanning telecommunications, pay-TV, e-commerce, and global outsourcing sectors. Proven track record of boosting customer satisfaction (CSAT) and retention rates across omni-channel platforms (Phone, Email, Chat, and Remote Support). Proficient in leveraging advanced CRM tools to streamline workflows, resolve complex escalations, and deliver seamless, high-quality customer journeys.

Customer Support Specialist (Remote) at Teleperformance Nigeria (2026-01 – Present)

• Deliver high-tier remote support across multiple digital communication channels, ensuring a seamless user experience.
• Diagnose and resolve complex inquiries, maintaining an optimal First Contact Resolution (FCR) rate.
• Partner with technical escalation teams to fast-track high-priority customer complaints, closing loops efficiently.
• Consistently meet and exceed stringent Key Performance Indicators (KPIs) and quality assurance benchmarks.

Customer Care Executive at Jumia Nigeria (2024-01 – 2025-12)

Orchestrated end-to-end customer assistance for order tracking, payment processing, refunds, and returns in a fast-paced e-commerce environment.

• Provided rapid, empathetic, and solution-oriented support via live chat, email, and voice channels.
• Mitigated customer churn by successfully resolving friction points, turning negative experiences into positive brand interactions.
• Maintained meticulous logs of customer interactions within the CRM to support data-driven quality improvements.

Customer Care Executive at StarTimes (NTA Partnership) (2023-01 – 2024-12)

• Managed a high volume of daily inbound inquiries concerning account subscriptions, billing discrepancies, and hardware setups.
• Guided customers through step-by-step remote technical troubleshooting for decoders and signal reception issues.
• Upsold premium packages and cross-sold VAS (Value Added Services) to existing subscribers, contributing to regional revenue goals.

Customer Service Representative at MultiChoice Nigeria (DStv & GOtv) (2019-01 – 2023-12)

• Served as the primary frontline ambassador for premium DStv and GOtv subscribers, handling complex account setups and service activations.
• Resolved delicate billing disputes and technical complaints under high-pressure performance targets.
• Educated consumers on emerging product features, self-service applications, and promotional campaigns, reducing call-handling times.
• Recognized consistently for achieving high individual Customer Satisfaction (CSAT) scores.

Bachelor of Technology in Urban and Regional Planning – Ladoke Akintola University of Technology (LAUTECH) (2013-01)