Feyisayomi Sofoluke

Customer Support Specialist with 7 years of experience delivering exceptional customer service, managing inquiries, resolving complaints, processing orders, and providing post-purchase support within the beauty and retail industry. Skilled in handling customer interactions across multiple digital channels, including Instagram, Facebook, WhatsApp, and TikTok, with strong abilities in remote communication, documentation, and efficient problem-solving.

Remote Customer Service Representative - Green Olive Beauty Hub - Ogun State, Nigeria

(2019-02)

• Managed customer inquiries, complaints, and post-purchase concerns for a beauty business, ensuring timely resolution and positive customer experiences with satisfaction rate of over 80%.
• Coordinated order processing, follow-ups, and nationwide delivery arrangements for 200+ customer orders, maintaining accuracy and customer satisfaction.
• Converted qualified customer inquiries into sales opportunities through effective communication, product guidance, and relationship building.
• Maintained organized customer, inventory, and sales records to support efficient business operations and accurate tracking.
• Provided multi-channel customer support across Instagram, Facebook, WhatsApp, and TikTok, responding promptly to messages and improving customer engagement to 60%.

Customer Service Intern - Ogun State Hospital Ota, DOT clinic (Tuberculosis Unit) - Ogun state, Nigeria

(2020-02 - 2020-03)

• Delivered front-line customer support for 50+ client inquiries weekly, providing timely assistance and maintaining a high standard of service in a healthcare environment.
• Resolved 85–90% of customer concerns during initial contact by identifying issues, providing accurate information, and applying effective problem-solving skills.
• Maintained 99% accuracy in client records and documentation across 500+ interactions, ensuring reliable data management and confidentiality.
• Communicated with empathy and professionalism while addressing client needs, answering questions, and providing clear guidance.
• Managed escalations appropriately and collaborated with relevant teams to improve service delivery, workflow efficiency, and overall client satisfaction.

Bachelor of Science - Chemistry - Lagos State University (2016-11 - 2021-09)