Sarah Gawornu

Highly adaptable Customer Success and Client Engagement professional with a B.Sc. in Sociology. Proven expertise in resolving complex inquiries, managing client relationships, and delivering exceptional service across the fintech, hospitality, and administrative sectors. Adept at leveraging sociological insights to understand customer behavior, de-escalate conflicts, and drive retention.

Dedicated problem-solver known for combining analytical communication skills with a user-first approach to optimize operational efficiency and customer satisfaction.

Customer Support Representative - Blooms Microfinance Bank - Lagos, Nigeria

(2026-01)

• Provide omnichannel support to 50+ customers daily, resolving transaction and account issues with a high resolution rate.
• Educate clients on microfinance products, digital wallet features, and financial security protocols to enhance user experience and retention.
• De-escalate high-tension customer disputes regarding failed transactions, liaising with internal technical teams to ensure swift resolution.
• Maintain detailed and accurate logs of customer interactions, utilizing feedback to suggest improvements in service delivery and application functionality.

NYSC Teacher - Kinderville School - Ogun State

(2025-01 - 2025-12)

• Prepared and delivered engaging lessons to students in accordance with academic standards.
• Monitored student progress and contributed to measured improvements in class comprehension levels.
• Maintained discipline, order, and an inclusive learning environment, demonstrating strong administrative and leadership skills.
• Supported extracurricular and co-curricular activities to enhance learning outcomes.

Customer Care Representative - Global Virtual Impression Limited - Ilorin, Kwara State

(2022-02 - 2023-12)

• Provided frontline customer support via phone, email, and live chat, answering user inquiries and troubleshooting service issues efficiently.
• De-escalated and resolved complex customer complaints, ensuring a high First Contact Resolution (FCR) rate and maintaining strong Customer Satisfaction (CSAT) scores.
• Maintained accurate, detailed logs of all customer interactions, account updates, and technical issues within the CRM database.
• Collaborated with internal teams to expedite solutions for user-reported service interruptions, ensuring a seamless and reliable customer experience.

Receptionist - De Currency Hotel - Sango-Ota, Ogun State

(2018-01 - 2018-12)

• Managed guest check-in and check-out procedures with high accuracy and a welcoming, professional demeanor.
• Managed room assignments, maintained accurate guest records, and processed payments.
• Handled emails and answered calls promptly, demonstrating high proficiency in professional correspondence.

Sales Representative - Melcom Shopping Mall - Accra, Ghana

(2017-06 - 2017-06)

• Ensured customer satisfaction through excellent service delivery.
• Assisted customers in identifying and purchasing desired products.
• Supported store promotions and customer loyalty initiatives.

Bachelor of Science (B.Sc.) - Sociology - University of Ilorin (2019-10 - 2024-07)