Summary
Overview
Work History
Education
Skills
Certification
Timeline
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RENEE OLUSANYA

London

Summary

Solution-oriented and tech-savvy Remote Customer Service Agent with over 3 years of hands-on experience supporting diverse industries including e-commerce, insurance and tech. Recognized for delivering high-volume support across live chat, email, social media, and phone channels while maintaining top-tier customer satisfaction scores. Proficient with multiple key CRM platforms and remote tools, and well-versed in working independently, managing shifting priorities, and collaborating across time zones. Adept at quickly adapting to brand tones and systems, problem-solving under pressure, and representing companies with professionalism and empathy.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Remote Customer Service Advisor

Onepilot (Omaze, Champo, Zego, Mama Bamboo)
11.2023 - 05.2025
  • Provided outsourced customer support for multiple client accounts: Omaze, Champo, Zego Insurance, and Mama Bamboo.
  • Delivered multi-platform support for four client brands, managing customer inquiries via Zendesk, Salesforce, Freshdesk, and Gorgias.
  • Maintained 95%+ CSAT scores by resolving issues promptly, aligning tone with brand voice, and managing expectations clearly.
  • Balanced 100+ tickets daily while switching between distinct client dashboards and workflows with minimal onboarding.
  • Collaborated with internal knowledge managers to refine FAQ content and reduce first-response times by 15%.
  • Operated in a fully remote team across different time zones using Slack and Google Workspace.

Remote Customer Service Agent

Gopuff
02.2022 - 11.2023
  • Supported customers via live chat, email, and social media using Kustomer, whilst also using the Slack platform to effectively communicate with my teammates and raise escalations.
  • Consistently achieved a 98% performance target over 11 consecutive months, with top marks in resolution time and tone accuracy.
  • Excelled in handling high-pressure interactions with empathy, speed, and brand-aligned professionalism.
  • Worked in a fast-paced remote setting, escalating complex queries efficiently.

Call Centre Customer Service Advisor

IDE Group - Vertex Solutions
09.2020 - 11.2021
  • Handled 70–100+ daily inbound/outbound interactions via Zendesk and Salesforce, providing product support, order processing, and complaint resolution.
  • Upskilled in cross-selling and retention strategies, contributing to a 12% increase in customer loyalty for the team.
  • Applied advanced phone etiquette, multitasking, and conflict de-escalation in a deadline-driven call centre.
  • Screened and triaged calls to appropriate departments, reducing transfer errors by 20%.


Education

BA - Sociology

University of Nottingham
03.2025

International Baccalaureate - undefined

Dartford Grammar School for Boys
01.2021

GCSEs - undefined

Royal Hospital School
01.2019

Skills

  • Customer Communication (Email, Phone, Live Chat, Social Media)
  • Adaptability Across Brands & Systems
  • CRM Platforms: Zendesk, Salesforce, Freshdesk, Gorgias, Kustomer
  • Complaint Handling & De-escalation
  • Ticket Management & Help Center Updates
  • Time Management & Task Prioritisation
  • Knowledge Base Improvement
  • Remote Team Communication: Slack,Google Workspace, Microsoft Teams
  • Fast Typing: 70 WPM
  • Cross-functional Collaboration
  • KPI & SLA Compliance

Certification


  • Work Smarter Remotely – Coursera (2023)
  • Inbound Service Fundamentals – HubSpot Academy (2023)
  • Zendesk Agent Training – Support for Agents – Zendesk Academy (2023)

Timeline

Remote Customer Service Advisor

Onepilot (Omaze, Champo, Zego, Mama Bamboo)
11.2023 - 05.2025

Remote Customer Service Agent

Gopuff
02.2022 - 11.2023

Call Centre Customer Service Advisor

IDE Group - Vertex Solutions
09.2020 - 11.2021

International Baccalaureate - undefined

Dartford Grammar School for Boys

GCSEs - undefined

Royal Hospital School

BA - Sociology

University of Nottingham

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RENEE OLUSANYA