Jira
Oluwafunke Akintewe
Berlin
Summary
Results-driven and detail-oriented support professional with a strong background in customer service, dispute resolution and stakeholder management. Skilled in optimizing customer journeys, enhancing user experience, and driving retention through proactive problem-solving and process improvements. Adept at managing high-level escalations, fostering cross-functional collaboration, and implementing strategies that boost customer satisfaction and loyalty. Passionate about delivering seamless support solutions and continuously improving service efficiency
Overview
10
10
years of professional experience
1
1
Certification
Work History
Support Coordinator (Customer Success)
Sixt GmBH
11.2021 - 06.2024
- Managed 2nd level email and phone channels responding to requests and asking appropriate questions to facilitate resolution ensuring seamless booking and resolution experiences.
- Managed C-level complaints and high-level escalations related to bookings, payments, theft, traffic fines and general customer experience.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
- Collaborated with upper management to drive continuous improvements, identify enhancements and exceed team goals.
- Interacted with team members across departments to research and resolve customer issues, also streamline process to enhance service delivery
- Reduced resolution time by 30% through process improvements and best practice recommendations based on data insights
- Ensured compliance with company policies, financial regulations, and industry best practices
Freelance Beauty Adviser
Beauty Lounge
08.2018 - 10.2021
- Built a customer base from scratch to over 50 loyal clients, achieving a 95% retention rate by leveraging one on one marketing and our social media platform.
- Paid detailed attention to customers needs, and provided personalized beauty requirements and product recommendations, increasing customer satisfaction and repeat bookings.
- Planned and executed the workflow between vendors for our bridal clients.
- Managed administrative functions, including client communications, order processing, and social media engagement.
- Helped customers feel relaxed and comfortable through conversation and personal relatability, whilst developing a strong rapport and created positive impression of business..
- Followed up with customers to increase satisfaction with purchases and services.
- Implemented team feedback to recommend corrective action to senior leadership.
Customer Support Specialist (Dispute Resolution)
Konga Online shopping Ltd
10.2014 - 10.2016
- Acted as a mediator between customers and sellers, ensuring fair and timely dispute resolution.
- Investigated complaints by analyzing transaction records and communication history to find mutually beneficial solutions.
- Collaborated with vendors, Accounting, Logistics, and After-Sales teams to resolve escalations within SLA timelines.
- Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
- Reported trends and process inefficiencies, leading to a 20% reduction in recurring complaints
- Provided data-driven recommendations to enhance the dispute resolution process and overall customer experience.
Customer Support Specialist
Konga Online Shopping Ltd
10.2014 - 09.2015
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved issues related to bookings, accounting, service and delivery concerns.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services
- Increased sales by 100% through proactive customer engagement and upselling techniques
Education
Bachelor of Arts - English Studies
Obafemi Awolowo University
Osun State, NigeriaSkills
- Metrics tracking
- Retention
- Client support
- Dispute resolution
- Organization & planning
- Stakeholder management
- Client Relationship Management
- Team & Cross functional Collaboration
- Problem-solving
- Administrative support
- Courteous demeanor
- High-energy attitude
- Building rapport
Software
Salesforce
Zendesk
Confluence
Microsoft suite
Google Suite
Certification
- De-escalating Conversations for Customer Service, 02/01/25, NASBA
- Project Management Foundation Requirement, 06/01/21, Linkedin Learning
- Customer Success Foundations, 02/01/25, ChurnZero
- Product Management Bootcamp, 10/01/24, Tech4Dev
Hobbies and Interests
- Culture
- Reading
- Cooking
- Networking
- Writing
- Books
Timeline
Support Coordinator (Customer Success)
Sixt GmBH
11.2021 - 06.2024
Freelance Beauty Adviser
Beauty Lounge
08.2018 - 10.2021
Customer Support Specialist (Dispute Resolution)
Konga Online shopping Ltd
10.2014 - 10.2016
Customer Support Specialist
Konga Online Shopping Ltd
10.2014 - 09.2015
Bachelor of Arts - English Studies
Obafemi Awolowo University
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