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ADEFILA ANJOLAOLUWA TAIWO CUSTOMER SERVICE REPRESENTATIVE / SUPPORT Lagos, Nigeria +234 810 014 4680 [email protected] linkedin.com/in/adefila-anjolaoluwa PROFESSIONAL SUMMARY Empathetic and results-driven Customer Service Representative with 4+ years of experience providing support across phone, email, live chat, and social platforms. Known for resolving 95% of inquiries on first contact and maintaining a 98% customer satisfaction score. Proficient in CRM tools such as Zendesk, Freshdesk, HubSpot, and committed to delivering fast, friendly, and solutions-focused service that strengthens brand loyalty. PROFESSIONAL EXPERIENCE DT Ventures October 2024 - Till Date Customer Service Representative • Responded to 100+ customer inquiries daily across chat, email, and phone while maintaining a 98% CSAT (Customer Satisfaction Score). • Resolved 95% of support requests on first contact, minimizing ticket reopen rates and improving customer trust. • Used Zendesk and Freshdesk to manage and resolve an average of 1,200 tickets monthly with 99% SLA compliance. • Processed returns, refunds, and order corrections with 100% accuracy, resulting in a 30% reduction in follow-up complaints. Royal Diadem July 2023 - September 2024 Customer Support • Documented customer interactions and flagged issues, contributing to a 15% improvement in product updates. • De-escalated high-stress situations and resolved complaints diplomatically, reducing churn by 20%. • Created and shared step-by-st