PORTFOLIO PROFILE:
CUSTOMER SUPPORT SUCCESS SPECIALIST
AFOLABI RHODA
Introduction: Who I Am
Dedicated Professional
Proven success in enhancing customer satisfaction and loyalty over 3 years. My passion lies in creating exceptional customer experiences.
Problem Solver
Passionate about solving problems, building strong rapport, and delivering seamless support experiences across all interactions.
Multi-Channel Expert
Skilled in diverse communication channels, including phone, email, live chat, and social media, ensuring comprehensive coverage.
Core Competencies & Skills
CRM Mastery
Expert in Salesforce, Zoho CRM, and Freshdesk, leveraging tools for optimal customer management.
Communication
Clear, empathetic, and solution-focused communication builds trust and resolves issues efficiently.
Troubleshooting
Proficient in troubleshooting, conflict resolution, and complaint management to ensure smooth operations.
Data-Driven
Tracking metrics like first response time, resolution rate, and customer satisfaction scores for continuous improvement.
Professional Experience Highlights
30% Faster Responses
Reduced average customer response time through process improvements and automation strategies.
20% CSAT Boost
Led initiatives that significantly increased customer satisfaction scores within a single year.
15% Fewer Inquiries
Developed and maintained a comprehensive knowledge base, cutting down repeat inquiries.
Team Mentorship
Trained and mentored new team members, accelerating their onboarding and performance.
Notable Achievements & Impact
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4
1
25% Dormant Account Revival
Spearheaded a customer loyalty program that brought back a significant portion of inactive accounts.
2
40% CRM Interaction Improvement
Implemented CRM enhancements, leading to improved tracking and insights for customer interactions.
3
Seamless On-boarding Experience
Recognized for outstanding customer feedback and exceptional teamwork in two consecutive quarters.
4
Peak Season Management
Successfully managed high-volume support during peak seasons, maintaining service quality.
Approach & Philosophy
I believe in proactive communication, keeping customers informed and engaged throughout their journey. My philosophy emphasizes empathy and active listening to deeply understand and address customer needs.
I continuously seek feedback to refine support strategies and tools, turning every challenge into an opportunity for customer delight.
Tools & Technologies I Use
CRM Platforms
Salesforce, HubSpot, Zoho CRM, Freshdesk
Communication
Slack, Microsoft Teams, Zoom
Analytics & Reporting
Google Analytics, Tableau, Excel
Support Channels
Zendesk, Intercom, Live Chat Software
Education & Certifications
1
Bachelor’s Degree
Botany Biotechnology, complemented by certifications in VA/IT Support, IELTS, Microsoft Office, and PM.
2
Certified Professional
Certified Customer Service Personnel and Virtual Assistance in customer support, ensuring top-tier service delivery.
3
Advanced Training
Completed specialized courses in CRM administration, conflict resolution, escalation procedures, and customer experience management.
Testimonials & Client Feedback
“Consistently goes above and beyond to ensure customer satisfaction in every interaction.”
– Former Employer
“Exceptional at handling difficult situations with calm professionalism and effective solutions.”
– Client Feedback
“Provided a seamless onboarding experience that exceeded our expectations.”
– Client
Contact & Next Steps
Ready to bring my customer support expertise and passion for success to your team or project. Let’s connect and explore how I can contribute to your goals.
Connect on LinkedIn
Phone: +234 813 476 1144
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