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
Glen Burnie, MD (Remote)
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
Ibadan, Nigeria (Remote)
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
Lagos, Nigeria
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
Lagos, Nigeria
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