Odusanya O.
Mid-Level Customer Support Specialist
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About
Olorunwa O. is an experienced Customer Support Specialist with over four years in remote, multinational environments spanning finance, luxury retail, and gaming. At MementoGame Studio, Olorunwa optimized lead management by maintaining over 300 records in Salesforce and HubSpot CRM, automating outreach via Apollo.io, and driving a 30% increase in response rates. In luxury retail with Ashluxury, Olorunwa achieved 90%+ CSAT scores by delivering efficient omnichannel support—managing 5,000+ accounts, improving shipment accuracy by 15%, and implementing workflow improvements that lowered repeat inquiries. During tenure at Non-Standard Finance, Olorunwa managed 200+ customer tickets monthly, handled escalations with full regulatory compliance, and boosted loan conversion by 20% through structured follow-ups. Proficient in CRM platforms, omnichannel support, and SLA compliance, Olorunwa holds a B.Sc. in Public Administration from the University of Lagos.
Experience
Outbound Officer
MementoGame Studio · 2024 — 2025Maintained over 300 lead records in Salesforce and HubSpot CRM, ensuring complete data accuracy to enhance pipeline visibility. Automated email outreach using Apollo.io, which significantly improved response rates. Generated more than 50 high-value leads each month with LinkedIn Sales Navigator to support revenue objectives. Enhanced the volume of qualified prospects by 25% quarterly through effective follow-up and CRM management. Documented activities accurately for senior leadership analysis and strategic decision-making.Business Development Representative
Non-Standard Finance · 2025 — 2025Handled over 200 customer tickets monthly across both inbound and outbound channels, achieving an 80% conflict resolution rate with a 4.7-star CSAT rating. Ensured compliance with service delivery and resolution standards by resolving 90% of tickets within established SLA targets. Addressed escalated cases related to account disputes and payments, maintaining thorough documentation in line with regulatory requirements. Kept CRM records audit-ready to support performance evaluation. Improved loan product conversion rates by 20% through structured follow-ups and lead qualification.Customer Service Executive
Ashluxury · 2023 — 2024Provided omnichannel support through phone, email, live chat, and social media, consistently achieving customer satisfaction scores exceeding 90%. Managed and processed orders, returns, refunds, and warranty claims with a strong focus on first-contact resolution. Oversaw more than 5,000 customer accounts in CRM, ensuring data accuracy and effective case tracking. Collaborated with logistics and operations teams to enhance shipment accuracy, thereby reducing delivery-related complaints by 15%. Suggested workflow improvements to address recurring service issues, lowering overall inquiry volume.
Skills & Expertise
Education
- B.Sc. Public AdministrationUniversity of Lagos
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