Customer Success & Multichannel Client Engagement Specialist

Olawale Abiose

Customer Success & Client Engagement Specialist Relationship Management • Multichannel Support

770-***-**** **************@*****.*** Open to Remote Work

PROFESSIONAL SUMMARY

Customer success–driven professional with 4+ years of experience building rapport, resolving complex issues, and guiding customers through multichannel support (phone, email, chat). Proven ability to increase customer satisfaction (95% CSAT) and retention while collaborating cross-functionally to improve processes, share knowledge, and mentor new team members.

CORE SKILLS

Customer Success & Relationship Management • Multichannel Support (Phone, Email, Chat) • Consultative, Needs-Based Support

Complex Issue Resolution • CRM Software Proficiency • Customer Retention & Satisfaction (CSAT)

Cross-Functional Collaboration • Process Improvement • Training & Mentoring

Strong Verbal & Written Communication • Time Management & Prioritization • Independent Judgment & Critical Thinking

PROFESSIONAL EXPERIENCE

Home Depot March 2022 – Present

Customer Service Specialist

•Serve as a primary point of contact for customers across phone, email, and live chat — building trust and rapport while resolving inquiries and maintaining a 95% customer satisfaction (CSAT) rate.

•Educate customers on product features, account details, and available solutions through consultative, needs-based conversations, contributing to a 15% increase in conversion rate.

•Investigate and resolve complex, end-to-end customer issues using strong critical thinking and independent judgment, achieving a 90% first-contact resolution rate.

•Partner cross-functionally with team members and management to improve service workflows and share best practices, contributing to measurable gains in team performance.

•Lead training and onboarding for new team members — improving ramp-up efficiency by 25% — while mentoring peers on documentation and quality standards.

•Maintain meticulous documentation and follow-up on every customer interaction, supporting a 30% reduction in escalations and stronger customer retention.

EDUCATION

High School Diploma

Contact this candidate