Tolulope Komolafe

Customer Success and Client Experience professional with 4+ years of experience supporting high volume operations across banking, insurance, and financial services. Proven record of managing large client portfolios, sustaining strong customer satisfaction scores, and improving retention through proactive relationship management and structured issue resolution. Skilled in CRM administration, omnichannel support (phone, email, chat), complaint resolution, and cross functional collaboration.

Seeking a fully remote Customer Success, Customer Support, or Client Experience role with a global organization.

Customer Relationship & Bancassurance Associate - Cornerstone Insurance Plc - Lagos, Nigeria

(2023-09)

• Manage a portfolio of 70+ active clients, delivering personalized onboarding, policy support, and relationship management across the bancassurance channel.
• Coordinate end to end client onboarding, verifying documentation for accuracy and compliance with regulatory and company standards.
• Resolve client enquiries and policy related issues by partnering with underwriting, claims, and operations teams to secure timely outcomes.
• Drove a 25% increase in client retention through proactive follow up communication and consistently high service standards.
• Achieved an average of 70% monthly sales performance against target, sustaining steady portfolio growth.
• Prepare client performance reports and maintain accurate records in CRM systems to support data driven decisions.

Customer Service Representative - Access Bank Plc - Lagos, Nigeria

(2023-03 - 2023-08)

• Handled up to 80 inbound customer calls per shift in a high volume banking contact center, maintaining professionalism and service quality under pressure.
• Responded to 100+ customer emails and live chats daily, ensuring timely and accurate resolution of enquiries.
• Sustained an 89% Customer Satisfaction (CSAT) score by applying structured problem solving and clear, empathetic communication.
• Investigated and resolved customer complaints in line with bank policy and service level agreements, reducing repeat escalations.
• Collaborated with cross functional departments to resolve escalated issues while maintaining compliance with regulatory and quality standards.
• Updated customer information accurately across CRM and internal banking systems, supporting audit readiness and data integrity.

Customer Support Associate - Megalek Nigeria Limited - Lagos, Nigeria

(2022-04 - 2023-02)

• Delivered customer support for financial service enquiries across multiple communication channels, maintaining consistent service quality.
• Maintained accurate customer and transaction records with a high level of attention to detail and confidentiality.
• Processed customer requests and coordinated follow ups, improving resolution turnaround for account related enquiries.
• Supported daily operational and administrative processes that contributed to improved overall service efficiency.

Bachelor of Science (B.Sc.) - Sociology