Olufunke Adejoke

Senior customer service professional with over six years of experience handling complex and escalated inquiries across phone, email, and chat. Skilled in resolving billing, technical, and account issues efficiently while maintaining high customer satisfaction. Proven ability to mentor and guide junior team members and proficient in CRM systems to deliver timely, accurate support in remote environments.

Customer Support Manager (Freelance) at FIATEXPRESS (2024-05 – 2026-01)

• Maintain up to date communication with clients on exchange rates and service updates.
• Handle complex escalated customer issues, resolve client issues promptly, and ensure customer retention.
• Monitor exchange transactions for accuracy, transparency and compliance.
• Supervise and mentor the customer service team to maintain excellent service delivery.
• Implemented CRM systems to track customer interactions and improve response efficiency.

Customer Support Officer (HYBRID) at AJOCARD (2021-02 – 2025-03)

• Acted as the primary point of contact for customer inquiries via phone, email, and live chat, demonstrating professional telephone demeanor and active listening.
• Utilized strong communication skills to interact with customers through various channels, including phone, email, and live chat.
• Collaborated with teams to define requirements for new product features, ensuring alignment with customer needs and market trends.
• Assisted in creating product road-maps, prioritizing features, and planning releases.
• Participated in product development meetings, providing valuable insights based on customer feedback and industry insights.

Customer Care Executive at ONECARD (2017-06 – 2021-01)

• Coordinated timely responses to online customer communication and researched complex issues.
• Taken ownership of customers issues to follow problems through to resolution.
• Resolved concerns with products or services to help with retention and drive sales.
• Managed more than 150 calls daily resolving customer complaints while maintaining efficient time management to meet service targets.

Presenter (Corper) at BAUCHI RADIO CORPORATION (2015-12 – 2016-10)

• Collaborated seamlessly with producers, technicians, and other team members to ensure a cohesive and successful show.
• Delivered up-to-date news updates and commentary, demonstrating knowledge of current events and their impact on the audience.
• Built broadcast story-lines to interest listeners and grow station audience

Customer Care Representative at DREAM INCUBATOR INSTITUTE (2009-10 – 2011-11)

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Communicated with clients regarding account services, statements, and balances, employing active listening to address concerns accurately.
• Analyzed customer feedback for process improvements to achieve long-term business objectives.

BSC in Mass Communication – JOSEPH AYO BABALOLA UNIVERSITY (2015-08)

High School Diploma – KSA COMPREHENSIVE COLLEGE (2009-05)