Tomi

TOMISIN TUGBIYELE
Niš, Serbia | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація») | LinkedIn

PROFESSIONAL SUMMARY
Customer Support Professional with over 5 years of experience in remote customer service,
complaint resolution, order management, and customer relationship management across
phone, email, live chat, and social media. Skilled in resolving customer issues, standardising
support processes, and improving customer experiences.

CORE COMPETENCIES
● Hard Skills: Customer Service & Support, Customer Relationship Management (CRM),
Complaint Resolution, Troubleshooting, Issue Escalation & Follow-Up, Customer
Feedback Analysis, Knowledge Base Management.
● Tools: Microsoft Excel, Word, PowerPoint, Google Sheets, Google Docs, Salesforce,
Zendesk, Amazon Connect and Softphone Systems.
● Soft Skills: Communication, Problem-Solving, Attention to Detail, Organisation, Active
Listening, Time Management, Adaptability, Empathy and Reliability.

WORK EXPERIENCE
Customer Support Representative
DEFIX Stores, Lagos, Nigeria (Remote) | January 2023 to December 2025
● Managed customer enquiries and complaints through social media DMs and phone calls,
following issues through to resolution.
● Created standardised customer response templates in Google Docs to promote
consistent communication and structured complaint handling.
● Tracked inventory, customer orders, and sales using Microsoft Excel to maintain
accurate records and support daily operations.
● Maintained customer records and recommended relevant products based on customer
needs, supporting upselling and additional sales opportunities.

Customer Support & Sales Representative
Light Tribe, Lagos, Nigeria (Remote) | January 2020 to December 2022
● Managed customer enquiries across Instagram, WhatsApp, and email, resolving issues
and providing timely support.
● Monitored customer chats and reviewed phone interactions using Amazon Connect and
softphone systems, supporting service quality and customer issue follow-up.
● Analysed customer conversations to identify recurring issues and service improvement
opportunities, contributing to a 15% improvement in customer satisfaction.
● Processed and tracked 100+ customer orders daily using Google Sheets, maintaining
clear, accurate records to support efficient order fulfilment.

EDUCATION & LANGUAGES
● Doctor of Medicine, University of Niš, Serbia — GPA 8.69 (Thesis: Epilepsy In The Elderly)
● English: Native or bilingual proficiency
● Yoruba: Native or bilingual proficiency