Oluwatomisin

OLUWATOMISIN TUGBIYELE
Customer Service & Sales Representative
Niš, Serbia (Open to Remote Work) | [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | Telegram: @Toemisin

PROFESSIONAL SUMMARY
Customer Support Professional with multi-year experience in customer service, client relationship management, sales
support, and remote communication across multiple industries via phone, email, live chat, and social channels. Skilled in
building strong customer relationships, resolving issues efficiently, handling escalations, and delivering personalized
support that drives satisfaction and retention following the company’s guidelines. Known for active listening, clear
communication, problem-solving, attention to detail, and maintaining composure in fast-paced environments.
Experienced with CRM and customer support tools, with a strong ability to adapt quickly to new systems and processes.
Focused on delivering excellent customer experiences while consistently meeting service, quality, and performance
targets. Seeking a dynamic and challenging role to challenge myself and contribute to business success.

PROFESSIONAL EXPERIENCE

Customer Support and Sales Associate— DEFIX Stores (May 2021 – April
2024)

Provided customer support and sales assistance, guiding customers through product selection and purchase
decisions.
Built strong customer relationships through personalized service, active listening, and professional
communication.
Managed orders, deliveries, and customer inquiries, ensuring accurate and timely fulfillment.
Resolved customer complaints and service issues while maintaining high customer satisfaction.
Supported sales growth through upselling, cross-selling, and needs-based recommendations.

Customer Support & Engagement Coordinator — Light Tribe (Remote)
February 2020 –January 2021

Managed customer inquiries and support via live chat, email, calls, social media channels, maintaining fast
response times, clear solutions and professional communication.
Handled orders, product questions, complaints, and issue resolution from inquiry through resolution.
Analyzed customer conversations and recurring pain points, contributing to a 15% improvement in customer
satisfaction.
Updated FAQs and knowledge base content and escalated product issues and bugs to technical teams for
resolution.
Created promotional content to increase customer engagement, brand awareness, and sales opportunities.

CORE SKILLS AND COMPETENCIES

● CRM & Tools: Salesforce, Amazon Connect, Zendesk, Omnichannel Platforms, Google workspace
Microsoft Suite, Slack, Softphone Systems
● Performance & Analytics: KPI Tracking, CSAT/NPS Improvement, Reporting,

Data-Driven Insights
● Communication: Active Listening, Fast Typing Skills, Clear Written/Verbal Communication, Conflict De-escalation,
Inbound & Outbound Support (B2C & B2B) Complaint Resolution, Escalation Management, First
Contact Resolution, SLA Adherence, Multilingual email support, Night shift adept, phone support
● Technical Proficiency: Product Support, Device Installation, Troubleshooting, Digital Adoption Assistance.
Collaboration: Cross-Functional Team Synergy, Remote Work Tools, Process Optimization
● Customer Experience (CX): Complaint resolution, order-issue troubleshooting, empathetic service recovery,
active listening, patience under pressure, first-contact resolution
● Sales & Client Growth: Product recommendation and upselling, relationship-based selling, client retention,
closing techniques, identifying customer needs quickly

KEY ACHIEVEMENTS

● Best Graduating Student and Head Girl, STEE High School — recognized for academic excellence and leadership among
peers.
● Completed three separate leadership development programs (Girls Arise, Bloom Leadership Initiative, St. Claire's
Leadership Institute), building a strong foundation in people management and communication.
● Sustained customer- and client-facing work in the Light Tribe alongside a rigorous medical degree — demonstrating
exceptional time management and reliability under pressure. Boosted social media engagement by 86%,
strengthening customer interaction through timely, responsive communication.

LEADERSHIP & PROFESSIONAL DEVELOPMENT

● Girls Arise Leadership Program — completed
● Bloom Leadership Initiative — completed
● St. Claire's Leadership Institute — completed
● English Language Instructor

LANGUAGES

English – Native Speaker