Oluwatobi Bada

Customer support professional with 5+ years of experience delivering prompt, professional service across live chat, email, and phone channels. Consistently maintained a 95% CSAT score while resolving complex user issues through root-cause analysis and clear written communication. Proficient in CRM platforms including HubSpot and Freshdesk, with a strong track record of maintaining brand voice across all digital touchpoints.

Fluent in English (C1+) and comfortable collaborating with international teams in fully remote environments.

Customer Service & Direct Sales Representative at Rank Capitals Limited (2025-08 – Present)

• Delivered prompt support to customers via in-app live chat, email, and phone, troubleshooting loan account issues and resolving complaints within SLA timeframes using root-cause analysis, reducing complaint volumes by 40%.
• Maintained a consistent, professional brand voice across all digital interactions, ensuring every touchpoint reinforced customer confidence and satisfaction.
• Conducted CRM-tracked outreach via HubSpot, documenting every customer interaction to enable seamless handovers and maintain full data integrity across the team.
• Retained 35% more customers compared to the previous period through personalized engagement strategies and proactive follow-up scheduling.
• Exceeded monthly sales targets by up to 85% through consultative conversations that matched each customer with the most suitable product.

Digital Marketer & Social Media Manager at TechPro Innovations (2024-10 – 2025-07)

• Monitored customer feedback across digital channels, routing inquiries to appropriate teams and maintaining a professional brand presence throughout every interaction.
• Used analytical thinking to track campaign performance and improve support workflows, increasing audience engagement and ad performance by 40%.
• Coordinated cross-team deliverables using Trello and Asana, ensuring timely resolution of tasks and keeping all stakeholders aligned.

Customer Service Representative at Frandemiz Ventures (2022-02 – 2024-09)

• Managed a high volume of daily customer inquiries via live chat, email, and phone, consistently resolving issues on first contact with clear, empathetic communication.
• Handled escalated complaints using active listening and de-escalation techniques, achieving a 95% escalation resolution rate while maintaining all service KPIs.
• Documented all customer interactions in CRM systems after every touchpoint, enabling seamless team handovers and ensuring full data integrity across the department.
• Identified support workflow inefficiencies and proposed improvements that cut average handle time by 25%, boosting team efficiency without compromising service quality.

Bachelor of Education (B.Ed.) in Educational Management – Adekunle Ajasin University (2018)