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Tobi Owolabi

Customer Service Professional | Sales Support | Management

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Intro
Nigeria
Studied Marketing at West Africa University
Joined February 25, 2022

Skills

Languages

English
-
Fluent
About
Energetic Customer Service Representative with 10+ years of experience resolving complex customer inquiries. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement.
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Experience
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Kara.com.ng
Jun 2015 – Jan 2022
Lagos (Remote)
Customer Service Team Head
Resolve weekly customer inquiries via phone and email, consistently exceeding targets • Pioneered development of improved system for following up with unsatisfied customers, reducing customer churn by 6% • Trained and mentored 4 new employees on conflict resolution • Proposed more efficient call script to reduce average customer handling time, which was well- received and implemented by management • Achieved 97% average customer satisfaction rating to date, surpassing team goal by 12%
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Helpline Telecom
Feb 2011 – May 2015
Remote
Customer Care Manager
• Made 30+ outbound calls per day to follow up with customers who were overdue in their payments • Spearheaded customer referral program, increasing customer base by 15% in less than 6 months • Addressing customer issues and resolving them in a timely and efficient manner. • Interfacing with customers on a variety of channels such as phone, email and ensure that all valid customer concerns are been dealt with immediately.
Education
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West Africa University
– Feb 2009
BSc, Marketing