Adeyinka Peluola
Customer Support Representative
Ibadan
Summary
Service-oriented Customer Support Representative with experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
6
6
years of professional experience
8
8
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Customer Support Representative Trainee
Impact Business Radio (IBR)
Ibadan
11.2017 - 10.2018
- Received practical training and guidance about the station's offerings and customer service best practices.
- Worked closely with professionals to expand upon acquired training with practical knowledge.
- Handled listener inquiries, requests, and feedback through various communication channels, such as phone calls, emails, social media, and website forms.
- Assisted listeners with song requests, contest entries, and providing information about programming schedules, hosts, and station events.
- Assisted advertisers in planning and executing their advertising campaigns on the radio station.
- Addressed inquiries related to ad slots, pricing, audience demographics, and campaign performance metrics.
- Collected and analyzed listener feedback to understand their preferences and improve programming.
- Used feedback to make adjustments to content, music playlists, and on-air talent.
- Handled sensitive situations or crises, such as on-air controversies or technical outages, by providing timely updates and reassurance to concerned listeners.
- Received guidance on how to fix technical issues related to radio reception, streaming, or app usage to ensure listeners can access the station's content seamlessly.
- Maintained databases of listener information, advertisers, and event attendees for future marketing and communication purposes.
- Ensuring compliance with data privacy regulations when handling customer information.
- Minimized communication issues between managers and workers by effectively maintaining records.
- Compiled data, and assisted in timely recording of airtime service sales.
- Sorted and organized files, spreadsheets, and reports.
- Interacted with customers by phone, email, or in-person to provide information.
- Evaluated customer needs and feedback to drive service improvements.
- Explored new technologies and approaches to media processes.
- Received guidance on troubleshooting common problems, such as signal interference or app glitches.
- Analyzed problems and worked with teams to develop solutions.
Freelance Content Writer/Digital Marketer
Upwork And Fiverr Clients
Ibadan
07.2019 - Current
- Created concise, eye-catching headlines and copy on topics.
- Conducted extensive internet research to provide facts and statistics for articles, essays and blogs.
- Used Microsoft Word, Google Docs and SharePoint to store and share created documents.
- Added keywords, meta descriptions and alt image tags to increase SEO presence.
- Completed thorough research into assigned topics.
- Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
- Utilized feedback from clients and colleagues to improve content quality.
- Drove email acquisition and marketing campaigns to support key business initiatives across account management, new business development and customer experience.
- Masterminded highly successful digital strategies for various platforms to attract customer engagement.
- Employed web analytics to evaluate campaign success and identify opportunities and key performance trends.
- Increased customer acquisition and ROI through continuous optimization, testing and experimenting with ad creative work, bid strategies, audience targeting and placements.
- Monitored and optimized advertising campaigns using Google, Facebook and Bing.
- Increased customer engagement through social media.
- Developed marketing content such as blogs, promotional materials, and advertisements for social media.
- Analyzed competitor pages to locate backlink and keyword opportunities.
- Managed social media accounts for clients, generating interest for existing and upcoming product or service releases.
Sales Representative/Sales Attendant
Kpeluola Ventures
Ibadan
02.2019 - 04.2021
- Greeted customers as they enter the store, offering assistance, and providing information about products or services.
- Listened to customers' needs and preferences and offering relevant product recommendations or alternatives.
- Addressed customer questions and concerns, both in-person and over the phone, and escalating complex issues to a supervisor or manager when necessary.
- Answered customer questions about sizing, accessories, and merchandise care.
- Assisted customers with returns, exchanges, or refunds following the store's policies and procedures.
- Informed customers about ongoing promotions, discounts, or loyalty programs and applying them to eligible purchases.
- Encouraged customers to provide feedback on their shopping experience and communicating their suggestions or concerns to management.
- Worked closely with colleagues and and manager, to ensure a seamless shopping experience for customers.
- Maintained organized, presentable goods to drive continuous sales.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific products.
- Kept track of product stock levels, notifying management when items need to be reordered, and assisting with inventory counts.
- Accurately processed sales transactions, including handling cash, credit/debit card payments, and providing receipts.
- Prepared goods for sales floor by pricing or tagging.
- Assisted with opening and closing procedures, such as preparing the store for business, counting cash, and securing the premises.
- Monitored for suspicious behavior and helped to prevent theft or shoplifting by following security protocols.
Education
Associate of Arts - Mass Communication
The Polytechnic, Ibadan
Ibadan 01.2016 - 10.2017
High School Diploma -
Loyola College Ibadan
Ibadan 01.2008 - 11.2013
Skills
Customer service expert
undefinedCertification
Customer Service Skills (Alison Certification)
Timeline
Customer Service Skills (Alison Certification)
09-2023
Duolingo English Test Certification
12-2022
Freelance Content Writer/Digital Marketer
Upwork And Fiverr Clients
07.2019 - Current
Sales Representative/Sales Attendant
Kpeluola Ventures
02.2019 - 04.2021
Customer Support Representative Trainee
Impact Business Radio (IBR)
11.2017 - 10.2018
Associate of Arts - Mass Communication
The Polytechnic, Ibadan
01.2016 - 10.2017
High School Diploma -
Loyola College Ibadan
01.2008 - 11.2013
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