ABIOLA OJIKUTU

• Facilitated smooth on boarding of new customers by verifying credentials, providing support materials, and granting approvals.
• Reduced turnaround time for issue resolutions by prioritizing tasks and ensuring timely responses to requests.
• Increased customer satisfaction by addressing concerns promptly, offering solutions, and maintaining professional standard at all times.
• Achieved high levels of accuracy in data entry tasks through close attention to detail and regular quality checks.
• Collaborated closely with cross-functional teams to complete projects on time while maintaining high-quality standards.
• Liaised with vendors to plan and schedule services.
• Improved employee and client retention rates through active communication and problem-solving efforts.

Resolved technical issues across multiple platforms, devices, and processes to achieve overall customer satisfaction.

● Successfully managed NIMC NIN enrollment operations, ensuring over 274,704 enrollments were properly finalized and uploaded according to procedural requirements.

● Deployed and supported 1,011 NIN enrollment devices internally, managed 5,158 NIN pulls, and supported over 6,000 NIN devices handled by third-party vendors.

● Generated and analyzed reports on device performance and network outages, providing actionable insights that led to 25% improvement in device accountability and system reliability.

● Led deployment and configuration of over 1,000 devices, ensuring each was set up according to standards and best practices, which resulted in high customer satisfaction and improved device operational efficiency.

● Implemented comprehensive documentation processes for device status, productivity, and life cycle management, resulting in 30% reduction in device-related issues and improved accountability across all regions.

● Collaborated with internal stakeholders to expedite issue resolution, enhancing the overall efficiency of the technical support team by 20%.

● Resolved over 1000 technical issues related to VPN Management, Network Outages, and SIM Registration, improving system up time.

Efficiently handled inbound calls, resolved issues, collaborated on solutions and maintained positive customer interactions.

● Handled and resolved over 1,000 monthly inbound calls courteously, ensuring high levels of customer satisfaction and prompt issue resolution.

● Effectively resolved product and service problems by identifying customer complaints, determining the root cause, and providing the best solutions, achieving a resolution rate of 95%.

● Collaborated with supervisors to identify and address common customer issues, implementing solutions that reduced repeat complaints by 20%.

● Ensured timely follow-up on escalated issues, achieving a resolution rate of 98% and significantly enhancing customer satisfaction.

● Maintained a positive and professional attitude which contributed to a 100% customer satisfaction rate in handling requests, complaints, and inquiries.

● Prepared and monitored the team's Monthly Performance Report leading to a 15% increase in overall team productivity and efficiency.

Handled inquiries from customers, addressed and provided first-time resolutions to enhance customer satisfaction.

● Effectively managed and resolved 600 weekly calls and inquiries from Airtel customers, ensuring high levels of customer satisfaction and first-time issue resolution.

● Successfully addressed and resolved customer complaints from Airtel customers, demonstrating strong problem-solving skills and empathy.

● Provided first-time resolutions to inquiries, requests, and complaints, reducing call handling time and improving customer satisfaction rates.

● Effectively escalated unresolved complaints to the back office for SLA resolution, ensuring timely resolution and customer satisfaction.

● Registered over 1,000 Lagos State residents on the available portal, ensuring accurate data capture and compliance with registration procedures.

● Proactively followed up on registration issues encountered by residents, ensuring timely resolution and a smooth registration process

● Successfully marketed insurance policies to existing and prospective customers, increasing policy sales during the internship period.

● Educated customers on insurance products and policies, enhancing customer understanding and trust in the company's offerings.

● Managed day-to-day relationships with customers, ensuring high levels of satisfaction and loyalty, leading to a 20% increase in customer retention.

● Successfully marketed banking products to existing and prospective customers, increasing sales

● Developed key client accounts and built strong customer relationships, resulting in improved customer retention and satisfaction.

● Mobilized a new deposit demonstrating proactive sales skills and contributing to the company's revenue growth.