Akeem Ademuyiwa
Summary
Dynamic professional with a proven track record in customer service with problem-solving and excellent communications. Efficient customer service professional with years of experience in call centers and hospitality service. Adapt in handling 50+ calls on a daily basis while consistently resolving client issues smoothly and quickly. Great communication skills and able to provide great customer service satisfactory. Seeking to apply a customer service role and problem-solving expertise to benefit your company as a call center representative to add to the growth and development of the company.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Staples USA
10.2023 - 05.2025
- Provided real-time support to customers via phone, email, and live chat regarding orders, product information, returns, and account assistance, ensuring high satisfaction in a fully remote environment.
- Resolved a wide range of customer inquiries and complaints with empathy and efficiency, often de-escalating concerns and following up to ensure resolution.
- Navigated multiple systems simultaneously, including CRM, order management platforms, and internal knowledge bases, to provide accurate information and support.
- Guided customers through remote troubleshooting for tech products and printing services, offering step-by-step instructions and solutions tailored to individual needs.
- Maintained detailed and accurate case documentation for each interaction, ensuring transparency and continuity for follow-up support.
- Collaborated virtually with team members and supervisors through tools like Slack, Zoom, and Microsoft Teams to stay aligned on policies, promotions, and updates.
- Met and exceeded key performance metrics such as average handle time, first-contact resolution, and customer satisfaction scores in a high-volume support setting.
- Remote
Customer Service Representative
Glo Nigeria
11.2020 - 06.2023
- Delivered prompt and professional customer support via phone, email, and live chat to Glo subscribers across Nigeria, resolving inquiries related to mobile data, airtime, SIM activations, network issues, and billing.
- Diagnosed and escalated technical service issues while providing first-level troubleshooting for network disruptions, mobile device settings, and data plan activations.
- Assisted customers with account updates, plan migrations, and service cancellations, ensuring clarity and customer retention through transparent communication.
- Managed high call and chat volumes while maintaining KPIs such as first-contact resolution, average handle time, and customer satisfaction (CSAT) scores.
- Documented all interactions accurately using CRM tools, enabling seamless follow-up and team collaboration.
- Provided feedback to supervisors on recurring customer issues to support service improvement initiatives.
- Attended virtual training sessions and daily briefings to stay updated on new product offerings, system updates, and customer care protocols.
- Remote
Loan Service Rep
AB Microfinance Bank
01.2017 - 09.2020
- Assisted clients throughout the loan application process, from initial inquiry to disbursement, ensuring compliance with internal policies and regulatory guidelines.
- Conducted preliminary assessments of loan applicants by gathering required documents, verifying information, and performing credit evaluations.
- Provided detailed explanations of loan terms, repayment schedules, and interest rates to ensure client understanding and transparency.
- Maintained regular communication with borrowers to monitor repayment progress, send reminders, and resolve any payment issues or delays.
- Worked closely with the credit and risk management teams to flag potential risks and support recovery efforts when necessary.
- Managed a high-volume portfolio of clients, updating records and tracking loan performance using in-house banking software.
- Delivered exceptional customer service while educating clients on financial literacy and responsible borrowing practices, contributing to high customer retention.
Account Service Rep (Intern)
GT-Bank
10.2015 - 12.2017
- Supported daily banking operations by assisting customers with account-related inquiries, including account openings, updates, and statement requests.
- Verified and processed customer documentation in line with KYC (Know Your Customer) and compliance requirements, ensuring accuracy and regulatory compliance.
- Provided frontline support in handling routine transactions such as funds transfers, check confirmations, and debit card requests.
- Collaborated with senior account officers to resolve discrepancies and follow up on pending customer requests efficiently.
- Maintained proper filing and electronic records of customer information and transaction logs for audit readiness.
- Delivered courteous and professional service in a high-traffic banking environment, contributing to a positive customer experience and branch efficiency.
- Gained hands-on exposure to core banking systems and customer relationship tools used to manage client accounts and services.
Education
B.Sc - Business Management
Ladoke Akintola University of Technology
Ogbomosho, Oyo State03.2014
Skills
- Communication Skills
- Active Listening
- Problem-Solving
- Patience
- Adaptability
- Microsoft Products Skills
- Ability to Work Without Supervision
- Empathy
- Time Management
- Product/Service Knowledge
- Software Management
- VPN
- AWS
- Salesforce CRM
- Data entry
- Customer service
- Computer proficiency
Timeline
Customer Service Representative
Staples USA
10.2023 - 05.2025
Customer Service Representative
Glo Nigeria
11.2020 - 06.2023
Loan Service Rep
AB Microfinance Bank
01.2017 - 09.2020
Account Service Rep (Intern)
GT-Bank
10.2015 - 12.2017
B.Sc - Business Management
Ladoke Akintola University of Technology
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