Funmilayo Bankole

I've supported US-based homeowners and tradespeople at Outvalue Ltd's home services marketplace, resolving account, order, and technical issues through live chat and email while maintaining 95%+ CSAT. I process orders, forms, applications, and service requests, document every interaction in Zendesk, Freshdesk, and HubSpot, and compile weekly performance reports that surface recurring issues for product teams. Clear prioritization helped improve ticket resolution time by 20%. At Laybeth Holdings, I handled 150+ inbound and outbound calls daily through ViciDial, guiding customers through product, service, account, and device troubleshooting. I also coordinated caregiver appointments and resolved booking-related complaints for a home care agency client. I'm comfortable in fixed morning, afternoon, or overnight shifts and stay calm in high-volume interactions. I've led and onboarded junior representatives, tracked KPIs, and improved customer and guest satisfaction ratings by 30% through better team communication.