Rofiat Lawal

Customer Success Associate with experience supporting 4,000+ customers through phone, email, live chat, Zoom, and digital communication channels. Experienced in inbound and outbound customer support, ticket and case management, payment and account inquiries, onboarding, complaint resolution, escalation management, customer follow-up, and accurate support documentation. Achieved an 86% collection rate through proactive customer engagement and consistent follow-up and maintained a 95% customer satisfaction rate in a previous customer service role.

Comfortable using Zendesk, CallTools, CRM systems, Google Workspace, and Microsoft tools in a remote environment.

Customer Success Associate at Reeddi Platforms Limited (2026-01 – Present)

• Manage relationships with 4000 customers, providing timely support through phone calls and digital communication channels.
• Handle Inbound customer inquiries covering accounts, payments, onboarding, and product usage, providing clear guidance and follow-up through resolution.
• Create, update, and track customer service cases, ensuring issues are documented, followed up, escalated when required, and resolved efficiently.
• Maintain accurate records of customer interactions, resolutions, payment-related concerns, and follow-up actions to support continuity across customer cases.
• Collaborate with Sales, Operations, and Technical Support to resolve escalated customer concerns and communicate updates to customers.
• Use Zendesk and CRM tools to document customer interactions, manage support tickets, track follow-ups, and maintain organized customer records from initial inquiry through resolution.
• Build long-term customer relationships through empathy, active listening, and clear communication.

Programs & Administrative Intern (NYSC) at Women Impacting Nigeria (2025-01 – 2025-12)

• Coordinated women empowerment and community development programs benefiting over 50+ participants.
• Managed participant and stakeholder inquiries through phone, email, and other communication channels, providing timely information and follow-up.
• Maintained accurate participant records, communications, and program activity documentation.
• Coordinated participant onboarding, information sharing, follow-ups, and administrative processes to support smooth program delivery.

Customer Service Representative at Denike Mini Mart (2024-02 – 2024-12)

• Supported 200+ customers with product inquiries, purchases, and billing-related questions while maintaining a 95% customer satisfaction rate.
• Resolved customer concerns and service issues through clear communication and timely follow-up.
• Processed customer transactions accurately while maintaining detailed inventory and sales records using digital tools.
• Delivered responsive customer service in a fast-paced remote environment while managing multiple customer needs.

Bachelor of Science in Economics – Olabisi Onabanjo University (2019-10 – 2025-01)