Sosanwo Kehinde

Results-driven Client Support & Customer Experience Professional with 3+ years of progressive experience delivering responsive, high-quality service across banking, aviation, and retail. Skilled in managing multichannel communication (calls, emails, chat, and social media), resolving complex client issues, and improving satisfaction through proactive problem solving. Demonstrated expertise in CRM systems, data documentation, and cross-functional collaboration, ensuring efficient service delivery and customer retention.

Adept at working in fast-paced environments with keen attention to detail, empathy, and accountability.

Customer Service Representative (Outbound) - Parallex Bank - Lagos, Nigeria

(2026-01)

• Manage outbound customer interactions across calls, SMS, and digital channels, maintaining high engagement and response rates within service timelines.
• Reach out to 100+ customers daily to drive timely payments, provide account updates, and support service-related inquiries with professionalism.
• Educate customers on banking products, repayment options, and service policies, improving early payment compliance and overall customer awareness.
• Identify and escalate complex or unresolved issues to relevant units, ensuring proper follow-up and resolution within standard turnaround time.
• Maintain accurate customer records, call logs, and follow-up activities using CRM tools to support tracking and performance evaluation.
• Collaborate with internal teams to improve communication strategies and enhance customer experience, contributing to reduced service delays.
• Recognized for strong communication skills, persuasive engagement, and consistent achievement of outbound call and recovery targets.

Client Service & Customer Support Specialist - Access Bank Plc - Lagos, Nigeria

(2022-10 - 2026-01)

• Manage inbound and outbound customer interactions across calls, emails, and chat channels, maintaining a 97% response rate within SLA timelines.
• Resolve over 100+ client inquiries daily, ranging from digital banking support to transaction clarifications, ensuring over 95% customer satisfaction scores.
• Identify and escalate unresolved or technical issues to the appropriate support units, following up to guarantee closure within standard resolution time.
• Maintain accurate client records, feedback logs, and escalation trails using CRM tools for performance tracking and service analysis.
• Collaborate with internal departments to streamline service workflows and reduce average complaint turnaround time by 15%.
• Recognized for empathetic communication and consistent top-tier performance on monthly service quality evaluations.

Customer Service & Human Resource Personnel - Aero Contractors - Ikeja, Lagos, Nigeria

(2021-05 - 2022-04)

• Delivered outstanding customer service to passengers through calls, emails, and in-person interactions, maintaining professionalism and accuracy in all engagements.
• Processed flight reservations, managed ticket sales, and resolved booking discrepancies with a 98% error-free record.
• Supported HR operations by updating employee data, scheduling training, and maintaining the staff information catalogue.
• Collaborated with flight operations and ticketing teams to manage travel disruptions, ensuring timely communication and passenger satisfaction.
• Introduced a daily reporting system that improved record accuracy and reduced customer query turnaround by 20%.

Client Service & Account Support Officer - Titakens Ventures - Ikorodu, Lagos

(2020-02 - 2021-04)

• Served as the primary liaison between the company and customers on payment inquiries, product updates, and account reconciliation.
• Processed daily financial transactions and maintained accurate client account records, ensuring seamless communication with partners and customers.
• Supported clients with invoice clarifications, fund disbursements, and transaction tracking, maintaining a 98% resolution accuracy rate.
• Analyzed income and expenditure data to prepare customer-focused performance summaries and internal management reports.
• Collaborated with the inventory and sales teams to ensure timely order fulfillment and improved client satisfaction.
• Introduced structured documentation practices that reduced financial reporting delays by 25% and improved data accuracy.

Bachelor of Science (B.Sc.) - Accounting - Obafemi Awolowo University (2015 - 2019)

Senior School Certificate Examination (SSCE) - Zeekay College (2008 - 2015)