Sarah Oyemina

Customer Service and Support professional with three years of experience delivering exceptional customer experiences in operations and logistics environments. Proven ability to manage high-volume customer interactions, resolve complaints efficiently, and improve service delivery processes. Skilled in communication, problem-solving, and CRM systems, with a track record of improving response times, customer satisfaction, and operational efficiency.

Customer Service & Support Representative at Esona Technical Company Limited (2023-01 – Present)

• Managed customer service operations, handling 40–60+ customer inquiries daily across phone, email, and chat channels while maintaining high service quality
• Ensured timely order processing and delivery, improving fulfillment efficiency by 30% and reducing delays
• Resolved customer complaints and escalations, achieving 90%+ resolution rate and improving customer satisfaction
• Coordinated communication between customer service, logistics, and technical teams, reducing service gaps and improving turnaround time
• Monitored service performance and implemented process improvements, reducing delays by 25%
• Maintained accurate customer and operational records with 98% data accuracy, ensuring reliable reporting and follow-ups
• Provided regular performance reports, identifying trends and supporting data-driven decision-making
• Reduced average response time by 20–25% through improved workflow and prioritization strategies
• Improved customer satisfaction (CSAT) scores by 20% through consistent, high-quality service delivery
• Decreased complaint escalation rate by 15–20% by resolving issues at first contact
• Streamlined internal processes and workflows, reducing operational inefficiencies by 25%

B.Sc. in Political Science and Public administation – University of Benin, Benin City, Nigeria (2018 – 2023)