Ademuyiwa Olusegun Oyebade
Insurance, Marketing, Customer Care Representative ,Building Marterials
Ikosi-Ketu,Lagos State
Summary
pursuing challenging role in vibrant organization with conducive atmosphere and opportunity to leverage professional capabilities and skills for career advancement and improvement of organization’s goals exponentially.
Overview
3
3
Certifications
18
18
years of professional experience
Work History
Manager
Bosmar Builder’s World Limited
Ibafo
- Current
- Improve customer’s desire
- Handling the delivery of stocks to the final consumers
- Preparing strategy to sources for the right clients
- Going extra mile to satisfy customers and satisfaction
- Delivering superior customer experience
Call Center
G-VALLIANCE PARTNERS LTD
Victoria Island, Lagos
01.2014 - Current
- Improve customer’s experience
- Updating customers information/date
- Validating customers information/data on sim registration validation (SVR) application
- Ensuring necessary information are passed to customer in a timely manner
- Ensuring actions are taken to increase customers experience (Care for customers).
- Delivering superior customer experience
- (On Boarding) injecting new agents/assisting them into the system (Training)
- Cleaning dirty data’s of Client/Subscriber with incorrect information’s
- Providing feedback to subscriber on their SIM registration
Customer Care Representative
MTN ,GLO , AIRTEL, T2 , Spectranet
Ogun State
01.2009 - Current
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Contributed to team success, consistently achieving call center performance metrics.
- Navigated multiple computer systems and applications to find information.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Logged call information and solutions provided into internal database.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Conducted customer satisfaction surveys to gather feedback and identify areas for improvement.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Implemented and developed customer service training processes.
- Managed timely and effective replacement of damaged or missing products.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Identified and resolved discrepancies and errors in customer accounts.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Nigerian Civil Aviation Authority
Ikeja
02.2012 - 11.2012
- Involvement in preparation of records of all that happens in the Airport
- Involvement in preparation of records of all that happens in the Airport
- Resolving issue between the complaint and the airline management at the Airport
- Get all information about all aircrafts that land and take off at the Mma2 Airport
Executive Marketer
Mutual Benefit Life Assurance Ltd
Ilupeju
03.2010 - 10.2011
- Involving in preparation for life policy for clients and companies
- Getting all client claims to their beneficiaries
- Keeping full details of all clients and checking on them regularly
- Prescribing suitable policy document to prospects
- (Insurance Company)
African Alliance Insurance Plc
Ilupeju
02.2009 - 09.2010
- Involvement in preparation for life policy for clients and companies
- Handling all clients claims
- Keeping full details of all clients and checking on them regularly
- Prescribing suitable policy document to prospects marketers
- (Insurance Company)
C&I Insurance Brokers Ltd.
Ikeja, Lagos
09.2008 - 01.2009
- Involvement in preparation for life policy for clients & companies
- Getting all client claims to their beneficiaries
- Keeping full detail of all clients and checking on them regularly
- Prescribing suitable policy document to prospects
- Involving in preparation for life policy for client 7 companies
- (Chartered Brokers)
Manager
Bosmar Builder’s Venture
Ikosi-Ketu, Lagos
07.2008 - 09.2008
- Reaching out to available customers and getting potential customers.
- Giving full details of stocks sold
- Giving reports of stock in store
- Handling the delivery of stocks to the final consumers
- Preparing strategy to sources for the right clients
Education
B.Sc. (Hons) - Public Administration
University of Ibadan
01.2014
B.Sc. (Hons) - Insurance
University of Lagos
01.2010
Secondary School Leaving Certificate - undefined
Topmost International Comprehensive College
Maryland01.2003
Certification
Nigerian Institute of Management (NIM)2014
References
- Pro., Oyediran, +2348098217301, Gateway Zone, Magodo Phase 2, Isheri, Olowoira, Berger
- Hon, Cicila Abiodon, +234803617389, 34 Agric Busop, Ikorodu, Lagos
Timeline
Call Center
G-VALLIANCE PARTNERS LTD
01.2014 - Current
Nigerian Civil Aviation Authority
02.2012 - 11.2012
Executive Marketer
Mutual Benefit Life Assurance Ltd
03.2010 - 10.2011
African Alliance Insurance Plc
02.2009 - 09.2010
Customer Care Representative
MTN ,GLO , AIRTEL, T2 , Spectranet
01.2009 - Current
C&I Insurance Brokers Ltd.
09.2008 - 01.2009
Manager
Bosmar Builder’s Venture
07.2008 - 09.2008
Secondary School Leaving Certificate - undefined
Topmost International Comprehensive College
B.Sc. (Hons) - Insurance
University of Lagos
B.Sc. (Hons) - Public Administration
University of Ibadan
Manager
Bosmar Builder’s World Limited
- Current