Mazeedat

BALOGUN MAZEEDAT
[відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація») | LinkedIn:mazeedat-balogun

PROFESSIONAL SUMMARY
I’m a results-oriented Customer Support Specialist with over 3 years of experiencedelivering high-quality, personalized
support across phone, email, chat, and SMS in fast-paced, customer-centric environments. I have a proven success in
handling complex customer interactions, improving retention, and driving customer satisfaction within subscription-based
and e-commerce businesses. I’m recognized for driving operational excellence, empathy, problem-solving, and proficient
in CRM tools and Microsoft Office Suite.

EDUCATION
University of Lagos– Lagos, Nigeria September 2017 – June 2023
BA, History and strategic studies

WORK EXPERIENCE
Customer Service Agent - Sienna Shutters Dublin, Ireland (November 2024 - Present)
● Manage high-volume inbound and outbound communications, converting over 30 weekly leads into booked appointments,
increasing conversion rates by 20%
● Accurately input and maintain high-volume order details in the company’s CRM/database, reducing data errors by 15%
through meticulous attention to detail.
● Respond to an average of 20 client inquiries and complaints daily via phone, resolving issues promptly and improving overall
customer satisfaction by 25%.

Customer Support & Collections Agent - Zoomo New York, USA (March 2024 - October 2024)
● Recovered $20,000 monthly in overdue payments through account follow-ups and dispute resolution.
● Supported a D2C subscription model by handling billing inquiries, plan changes, cancellations, and account management
across phone and email.
● Scheduled service appointments and supported operations, improving booking efficiencyby 15%.

Customer support Agent - Street Shirt Lincolnshire, United Kingdom (September 2023 - February 2024)
● Collaborated with the production team to resolve fulfillment issues, clarify order specifications, and coordinate product
substitutions, reducing delays and rework.
● Provided customer support for an e-commerce platform, assisting with product customization, order issues, and refunds.
● Managed returns and exchanges while maintaining a customer-first approach and minimizing escalations.

Customer Liaison - Multi-choice Nigeria (June 2022 - November 2022)
● Delivered omnichannel support to over 80 customers daily, achieving a 96% CSAT score.
● Reduced recurring issues by 10% through team collaboration and root cause analysis.

Customer Support Agent - Dust-detail Nigeria (February 2022 - June 2022)
● Scheduled and coordinated 20 appointments daily, managing cancellations and reschedules.
● Acted as liaison between customers and service teams, improving response time by 25% .

Customer Support Agent - Jumia Nigeria (September 2021 - December 2021)
● Resolved logistics and refund issues during peak season, processing 100 inquiries per shift.
● Ensured timely resolutions in compliance with company policy.

VOLUNTEER EXPERIENCE
Mentor & Workshop Facilitator – Christopher Kolade Foundation (July 2022 – Present)
● Facilitated leadership and empowerment workshops for over 100 young girls.
● Developed training resources focused on education, leadership, and confidence-building.
SKILLS
● Customer Support Tools: Zendesk, Gorgias, Salesforce, Intercom, Freshdesk
● Productivity Tools: Microsoft Excel, Word, Outlook
● Core Skills: Conflict Resolution, Escalation Management, Order Processing, Payment Recovery, Team Collaboration

INTERESTS
Women Empowerment
LANGUAGES
English – Fluent (Written & Spoken)