ABDULHAFIS GBOLAHAN BALOGUN
Lagos,Nigeria
Summary
A Strategic Retail Expert with vast experience in retail operations, customer service, travel and tourism industry.
Detail-oriented analytical thinker with superior consultative skills, seeking a position with a dynamic and reputable establishment that offers challenges for personal growth, professional maturity and opportunities for maximum contribution to corporate objectives.
Applies critical thinking to achieve complex business objectives, transforming data into meaningful insights.
Seasoned collaborator, experienced in meeting needs, improving processes and exceeding requirements in team environments.
Overview
15
15
years of professional experience
10
10
years of post-secondary education
Work History
Assistant Retail Manager
Overssphere Integrated Services
Ikeja, Lagos
03.2017 - Current
- Develop team's product knowledge, resulting in increase flight ticket sales by 10% monthly.
- Conduct over 20 staffs appraisals and promote ongoing professional development in retail sales.
- Create daily financial reports to track revenue, supporting and guiding under performing team members to drive sales.
- Plan, direct and evaluate operations of retail sales in departments.
- Evaluate and improve customer service and respond to customer requests and issues.
- Resolve complex disputes and handle product returns with professionalism, offering practical solutions to maintain customer satisfaction and uphold stellar reputation.
- Run promotions and events in line with company standards.
- Study market research and trends to determine consumer demand, potential sales volumes and effect of competitors' operations on sales
Call Centre Service Agent
MTN NIGERIA
Jos, Plateau State
01.2010 - 12.2016
- Maintained accurate records to simplify information flow between customer service and account management teams.
- Increased client retention 80% BY building instant rapport and establishing customer trust.
- Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
- Trained over 500 junior agents on customer service excellence, boosting customer satisfaction rates by 30%.
- Improved call metric standards to exceed performance KPI targets.
- Navigated internal computer database for smooth client interactions.
- Promoted current services and offers using expert product knowledge.
Junior Consultant
Worldclass Consultant LTD
Ikeja, Lagos
01.2009 - 12.2009
- Facilitated client project from concept to execution.
- Prepared business research and financial reports for executive meetings.
- Drafted and submitted status reports to management.
- Determined flaws and gaps and provided tactical solutions.
- Established business opportunities with existing and new clients.
Volunteer Worker
FEDERATION INTERNATIONAL DE FOOTBALL ASSOCIATION
Kaduna, Kaduna State
10.2009 - 11.2009
- Worked with compassion and empathy to engage people from diverse backgrounds.
- Made recommendations to improve services or roles of volunteers where feasible and appropriate.
- Completed relevant training and proactively sought further information.
- Prepared hot drinks and snacks for service users, offering warm, welcoming environment for duration of stay.
- Mentored new volunteers, creating opportunities for group and peer support to aid continuous development of football in Nigeria.
- Showed sensitivity, confidentiality and respect towards clients' needs, providing safe environment for clients accessing services.
- Developed new and innovative ways of working in order to maintain best practice and meet developing needs.
Education
Certificate of Higher Education - Customer Service
10.2006 -
• Professional development completed in Customer Service
• Completed professional development in How May I Help you Training..
Certificate of Higher Education - Management
12.2009 -
Bachelor of Science - Industrial Chemistry
02.2004 - 05.2008
Degree Works :
- Lepidolite Dissolution in Hydrochloric Acid (Project Presentation)
- Isolation Of Alkaloids (Seminar Presentation)
GCSEs - Science
02.1998 - 06.2003
Skills
- Point Of Sale system operation
- Staff mentorship and training
- Active selling techniques
- Engaging leadership style
- Balance reconciliation
- Promotional activity analysis
Languages
English
Fluent
Additional Information
Hobbies: Reading, Research, Traveling, Sports, Youth development and Meeting people.
Timeline
Assistant Retail Manager - Overssphere Integrated Services
03.2017 - Current
Call Centre Service Agent - MTN NIGERIA
01.2010 - 12.2016
Nigeria Institute of Management - Certificate of Higher Education, Management
12.2009 -
Volunteer Worker - FEDERATION INTERNATIONAL DE FOOTBALL ASSOCIATION
10.2009 - 11.2009
Junior Consultant - Worldclass Consultant LTD
01.2009 - 12.2009
MTN - Certificate of Higher Education, Customer Service
10.2006 -
University Of Ilorin - Bachelor of Science, Industrial Chemistry
02.2004 - 05.2008
Command Secondary School - GCSEs, Science
02.1998 - 06.2003
Epertise
- Management : Management Principles and Technique, Business Ethics and Social Responsibilities, Financial Management, Marketing Management, Company Law, Effective Communication Skills.
- Fire And Safety Induction Course : Accident Prevention Technique, Safety and The Law, Harmful Substance, Work Permit System, Fire Prevention and Protection, Environmental Pollution and its Control.
- Membership: National Anti Corruption Volunteer Club (NAVC).
- Tips: Male, Excellent health, Fascinating and Jovial Personality
Epertise
- Management : Management Principles and Technique, Business Ethics and Social Responsibilities, Financial Management, Marketing Management, Company Law, Effective Communication Skills.
- Fire And Safety Induction Course : Accident Prevention Technique, Safety and The Law, Harmful Substance, Work Permit System, Fire Prevention and Protection, Environmental Pollution and its Control.
- Membership: National Anti Corruption Volunteer Club (NAVC).
- Tips: Male, Excellent health, Fascinating and Jovial Personality
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