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I am Vivian Damilola Thomas, a dynamic and results-driven Customer Experience and Support Professional with over 4 years of experience driving customer satisfaction, service excellence, and retention. I excel at leveraging CRM tools to optimize customer journeys and drive loyalty. I am passionate about delivering exceptional experiences, improving team processes, and building strong customer loyalty. I have a proven track record of collaborating with marketing and operations to create personalized campaigns, streamline processes, and ensure top-notch service across multiple channels.…I am Vivian Damilola Thomas, a dynamic and results-driven Customer Experience and Support Professional with over 4 years of experience driving customer satisfaction, service excellence, and retention. I excel at leveraging CRM tools to optimize customer journeys and drive loyalty. I am passionate about delivering exceptional experiences, improving team processes, and building strong customer loyalty. I have a proven track record of collaborating with marketing and operations to create personalized campaigns, streamline processes, and ensure top-notch service across multiple channels.

Vivian Damilola Thomas

Project Manager, Content Creator, Brand Designer, +2

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I am Vivian Damilola Thomas, a dynamic and results-driven Customer Experience and Support Professional with over 4 years of experience driving customer satisfaction, service excellence, and retention. I excel at leveraging CRM tools to optimize customer journeys and drive loyalty. I am passionate about delivering exceptional experiences, improving team processes, and building strong customer loyalty. I have a proven track record of collaborating with marketing and operations to create personalized campaigns, streamline processes, and ensure top-notch service across multiple channels.…I am Vivian Damilola Thomas, a dynamic and results-driven Customer Experience and Support Professional with over 4 years of experience driving customer satisfaction, service excellence, and retention. I excel at leveraging CRM tools to optimize customer journeys and drive loyalty. I am passionate about delivering exceptional experiences, improving team processes, and building strong customer loyalty. I have a proven track record of collaborating with marketing and operations to create personalized campaigns, streamline processes, and ensure top-notch service across multiple channels.

Available to hire

I am Vivian Damilola Thomas, a dynamic and results-driven Customer Experience and Support Professional with over 4 years of experience driving customer satisfaction, service excellence, and retention. I excel at leveraging CRM tools to optimize customer journeys and drive loyalty.

I am passionate about delivering exceptional experiences, improving team processes, and building strong customer loyalty. I have a proven track record of collaborating with marketing and operations to create personalized campaigns, streamline processes, and ensure top-notch service across multiple channels.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Language

English

Fluent

Work Experience

Customer Experience Manager at TISV Digital

January 1, 2024 - October 27, 2025

Spearhead customer experience strategies focused on retention, engagement, and satisfaction across channels. Oversee CRM platforms (HubSpot, Salesforce) to manage data, automate follow-ups, and analyze behavior and feedback trends. Design and implement service workflows that improved first-response time and resolution rates. Supervise and coach a team of support agents, conducting regular performance reviews, knowledge-sharing sessions, and quality assessments. Partner with marketing and sales teams to create personalized communication campaigns that increase customer lifetime value. Monitor KPIs such as NPS, CSAT, and retention rates to evaluate service efficiency and identify improvement areas. Lead initiatives to streamline the complaint resolution process, reducing escalations and improving turnaround time for customer requests. Manage online reputation and community engagement through prompt social media and email responses. Champion the integration of customer feedback into produ

Customer Service Manager at ORÍKÌ GROUP

December 1, 2023 - December 1, 2023

Directed the day-to-day operations of the customer service department, ensuring inquiries, escalations, and service requests were handled efficiently and in line with company standards. Developed and implemented customer feedback systems and satisfaction tracking tools that enhanced loyalty and improved response turnaround by 25%. Regularly monitored customer reviews across social media, email, and in-store channels to identify service gaps and execute swift resolutions. Designed and enforced Customer Care SOPs, ensuring uniformity and excellence across all touchpoints. Introduced a structured service quality reporting system for data-driven decision-making and weekly management insights. Championed CRM adoption (Zendesk, HubSpot, Salesforce) to streamline interactions and automate follow-ups. Trained over 20 executives on CRM usage, communication etiquette, and complaint handling. Mentored junior staff to boost productivity and ownership. Collaborated with marketing and operations to

Customer Service Supervisor at ORÍKÌ GROUP

September 1, 2022 - September 1, 2022

Supervised a team of front-line representatives, ensuring inquiries were handled promptly and within SLAs. Conducted regular QA reviews to monitor communication quality and customer satisfaction. Coordinated scheduling, performance appraisals, and workflow management. Prepared and presented weekly customer feedback analytics and performance reports. Supported the Customer Service Manager in identifying recurring issues and implementing corrective actions. Maintained comprehensive CRM records for transparency and follow-up. Initiated coaching sessions and refresher trainings to strengthen customer-centric skills and collaboration with IT to improve CRM integration and ticket resolution efficiency.

Customer Service Representative at ORÍKÌ GROUP

September 1, 2021 - September 1, 2021

Acted as the first point of contact for customers, managing a high volume of inbound and outbound communications with empathy and professionalism. Provided prompt product inquiries, booking requests, and service complaints while maintaining brand consistency. Logged and tracked all interactions in Freshdesk and Zendesk, ensuring cases were resolved. Exceeded individual performance metrics (first response time, resolution time, CSAT) for three consecutive quarters. Contributed to developing support scripts and templates to reduce handling time and improve message consistency. Collaborated cross-functionally with sales and spa operations teams to ensure smooth service delivery and accurate client updates. Received commendation for outstanding customer care under pressure.