Damilola Oginni
Customer service Agent
Pachuca de Soto
Summary
As an organized and highly creative individual, I love the challenge of working within a dynamic and fast-paced working environment. To effectively work with the existing staff and facilities, contributing to the best of my ability to improve organizational objectives and achieve managerial goals and targets. Dynamic customer service representative successful in supporting customers in busy call centers, practicing active listening skills to determine customer needs. Professionally represents the brand during all interactions, with a commitment to customer service and a desire to build relationships. Excels in building customer loyalty and retention. Resolves complex problems, using tact and diplomacy.
Overview
11
11
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Customer Support Representative
LoyaltyClubs
05.2025 - Current
- Handle social media engagement by responding to comments and direct messages maintaining a helpful and brand-consistent.
- Provided responsive and professional customer support via email, inbound/outbound calls, and live chat on platforms such as Instagram, Facebook, and TikTok.
- Utilized Intercom to manage tickets, live chats, and phone communication, maintaining consistent support quality.
- Collaborated with internal teams using Slack to resolve escalated issues and improve support processes.
- Handled e-commerce operations with Shopify and Printful, assisting customers with order updates, shipping, and product concerns.
- Maintained accurate customer records and order data using Microsoft Excel.
- Managed customer feedback and online reputation through Judge.me, replying to reviews with thoughtful and brand-aligned messaging.
- Leveraged Postscript to send SMS updates, support notifications, and marketing messages.
- Known for strong communication skills, empathy, attention to detail, and a proactive approach to solving customer problems.
- Organized and efficient, with strong documentation habits using Notion and task management in Click Up.
Customer Support Representative
Amazon
08.2023 - 06.2024
- Delivered high-quality support to customers across multiple channels including live chat, email, and phone, ensuring timely and accurate resolutions.
- Assisted customers with a wide range of concerns such as payment disputes, order tracking, product information, troubleshooting device issues, and returns/refunds.
- Maintained detailed and organized records of customer interactions, feedback, and resolutions using internal CRM and ticketing systems.
- Collaborated with internal teams to escalate and resolve complex issues, ensuring customer satisfaction and follow-through.
- Adhered strictly to Amazon’s customer service policies, data protection protocols, and quality standards to uphold brand trust and compliance.
- Continuously improved performance through weekly training sessions and self-learning, staying up to date on new tools, policies, and product updates.
- Met and exceeded performance metrics such as First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction Score (CSAT).
Customer Service Representative
Home Depot USA
01.2022 - 07.2023
- Provided excellent customer support through inbound, outbound, and transfer calls, addressing a wide range of inquiries related to products, orders, and services.
- Utilized Home Depot’s Customer Effortless Call Flow to guide conversations efficiently and ensure smooth resolution of customer issues.
- Assisted customers with placing new orders, modifying purchases, tracking shipments, and processing returns or cancellations.
- De-escalated difficult conversations using specialized communication techniques and empathy, ensuring a calm and solution-focused interaction.
- Actively listened to customer concerns and identified the most effective solutions, enhancing satisfaction and trust in the Home Depot brand.
- Maintained accurate records of customer interactions and case resolutions in the CRM system, supporting follow-ups and team collaboration.
- Adhered to internal performance metrics and service standards, consistently meeting quality, call handling, and customer satisfaction goals.
- Recommended relevant products, services, or delivery options based on customer needs, contributing to upselling and cross-selling efforts.
- Participated in ongoing training and coaching sessions to stay current on company policies, promotions, and product updates.
Sales Representative
Jiji Nigeria
01.2019 - 01.2020
- Looking for a customer who wishes to sell their products and services online.
- Analyzing each customer individually according to the boost package purchased.
- Meeting prescribed sales targets monthly.
Ecobank Nigeria PLC
01.2015 - 01.2016
- Working with tax units.
- Provision of useful information to assist managers in making decisions.
- Worked with cost operation unit.
- (Finance Department)
Education
B.Sc - Accounting
Les Cours Sonou Universite
Cotonou, Benin Republic01.2018
National Diploma (ND) - Accounting
Moshood Abiola Polytechnic
Abeokuta, Ogun State01.2015
Senior School Certificate - Examination
Most High College
Abule Egba, Lagos State01.2013
Skills
Microsoft Office: Word, Excel (data entry & record keeping), PowerPoint
Certification
Institute of Chartered Accountants of Nigeria (ICAN)
References
Available on request
Interests
Reading, Teaching and Traveling
Affiliations
- Institute of Management Leadership and Productivity Development
- Graduate Leadership and Management Professional (GLMP)
- Leadership Beyond the Norm
- Research and Creativity
- Customer Service Delivery
- Business Communication
- Corporate and Portfolio Management
- Business Integrity and Organizational Culture
- Marketing Strategy
AREA OF EXPERTISE
- Knowledge of accounts payable and receivable process and procedure
- Conducted a CRS programmer on World Environment Day
- Leadership capacity, Teamwork
- Time Management
- Written and verbal communication
- Computer literacy
- Customer service and good mutual relation
- E-commerce operation
- Proactive problem-solver with a customer-first mindset
- Key Skills: Omnichannel support, live chat, phone and email support, ticketing systems, order tracking, conflict resolution, CRM updates
Timeline
Customer Support Representative
LoyaltyClubs
05.2025 - Current
Customer Support Representative
Amazon
08.2023 - 06.2024
Customer Service Representative
Home Depot USA
01.2022 - 07.2023
Sales Representative
Jiji Nigeria
01.2019 - 01.2020
Ecobank Nigeria PLC
01.2015 - 01.2016
B.Sc - Accounting
Les Cours Sonou Universite
National Diploma (ND) - Accounting
Moshood Abiola Polytechnic
Senior School Certificate - Examination
Most High College