Tobby Diaries

Customer Support Representative with 4+ years of experience delivering support to premium clients in fast-paced, regulated environments. Proven ability to resolve complaints, manage escalations, and drive customer satisfaction through active listening, empathy, and proactive solutions. Proficient in Zendesk and CRM systems, with a track record of upselling, accurate documentation, and independent decision-making.

Recognised by senior management for exceptional service excellence and seeking a Customer Support role where professionalism and results matter.

Customer Support Representative - Access Bank Plc - Lagos

(2023-11)

• Delivered multi-channel customer support (phone, chat, and email) to 20-40 premium clients daily, applying active listening and empathy to resolve inquiries and complaints with a personal first-contact resolution rate of 85%+.
• Drove revenue growth and client loyalty by upselling and onboarding 15+ eligible customers monthly to HNI premium membership, expanding their access to exclusive services.
• Reduced escalations and improved resolution speed by independently assessing issues, coordinating with cross-functional teams, and maintaining full compliance in Zendesk/CRM systems.
• Maintained 100% accurate client interaction records and documentation, enabling faster follow-up and audit-ready service standards.
• Consistently upheld high customer satisfaction in high-pressure situations through proactive de-escalation and professional communication.
• Received a formal recognition letter by the Deputy Managing Director and Senior Banking Advisor for exceptional service excellence and dedication to the customer experience.

Operations Officer - Prosec Tracking Company

(2022-06 - 2023-10)

• Streamlined client onboarding and service tracking processes, delivering accurate digital records that supported on-time installations and improved client satisfaction.
• Enhanced operational efficiency by scheduling appointments and managing clear communication between clients and technical teams, significantly reducing response delays.

Quality Control Officer (NYSC) - Qualitec Industries Limited

(2021-08 - 2022-05)

• Achieved zero critical documentation errors by maintaining detailed compliance records and strictly following quality procedures.
• Accelerated issue resolution by collaborating with cross-functional teams to identify and fix process problems quickly and efficiently.

Higher National Diploma (HND) - Chemistry - Moshood Abiola Polytechnic, Abeokuta.

National Diploma (ND) - Science Laboratory Technology - Moshood Abiola Polytechnic, Abeokuta.