AZEEZ AWOLOLA
Empathetic Customer Support Specialist
Lagos
Summary
Accomplished customer support leader with 10+ years of experience in client relationship management and workflow optimization across logistics, education, and banking sectors. Known for achieving a 30% increase in customer satisfaction and a 25% reduction in response times through strategic issue resolution and process improvements. Skilled in fostering service excellence, exceeding performance targets, and building long-term customer loyalty.
Overview
11
11
years of professional experience
5
5
Certificate
Skills
- Customer service excellence
- Complaint handling
- Active listening
- Multitasking
- Customer needs assessment
- Teamwork and collaboration
- Analytical Problem-solving
- Customer communication and empathy
- Microsoft windows and office
- Google workspace proficiency
- Resolve technical problems
- Organization and recordkeeping
- Customer success management
- Inbound call answering
- Call center operations
- Organizational skills
- Attention to detail
- Adaptability and flexibility
- Call management
- Customer service expert
Work History
Customer Support Representative
Haneeberry Global Logistics
03.2021 - 02.2025
- Handled 70+ daily inbound calls with a 90% first-call resolution rate, reducing escalations and boosting customer satisfaction through effective issue resolution and proactive follow-ups.
- Leveraged SurveyMonkey to analyze customer feedback, identify key pain points, and reduce complaint resolution time by 20%.
- Led onboarding for 10 new hires, boosting team productivity by 20% in one quarter through targeted training and mentorship.
- Collaborated with operations to implement process enhancements, reducing customer wait times by 15% and streamlining service workflows.
- Optimized Zendesk for efficient ticket management, reducing average resolution time by 20% and improving overall team performance.
Year Tutor/Customer Relationship Manager
Taqwa Schools
01.2015 - 12.2020
- Provided academic and personal support, reducing disciplinary incidents by 20% and improving student well-being by 15%.
- Implemented a virtual learning environment via Microsoft Teams, boosting engagement by 80% during the COVID-19 lockdown.
- Organized workshops and interactive sessions for parents, improving parent-teacher collaboration and raising positive feedback scores by 30%.
- Introduced a structured student mentoring program, leading to a 40% increase in academic performance and confidence levels, as measured by periodic student assessments and feedback.
Direct Sales Associate
Skye Bank Plc
03.2012 - 11.2014
- Provided strategic financial guidance, increasing client portfolio values by 30% within a year.
- Consistently exceeded monthly sales targets by 25%, driving year-over-year revenue growth.
- Partnered with product and tech teams to enhance FAQs, improving customer satisfaction by 20% within six months.
Education
Bachelor of Agriculture - Agricultural Extension And Rural Sociology
Obafemi Awolowo University
Ile-Ife, Osun State, Nigeria11-2021
Certification
- Customer Service Fundamentals, [Knowledge Accelerators/Coursera] - Oct 2024. https://www.coursera.org/account/accomplishments/certificate/WG3SB2VOWFAV
- Call Center Customer Service, [CVS Health/Coursera] - Oct 2024. https://www.coursera.org/account/accomplishments/certificate/HBX96Z34P3Z5
- Retail Customer Service, [CVS Health/Coursera] - Oct 2024. https://www.coursera.org/account/accomplishments/certificate/R53OM8WD5SLC
- Create a Customer Satisfaction process with Type form, [Coursera Project Work] - Oct 2024. https://www.coursera.org/account/accomplishments/certificate/UPB3WEBNRG8Z
- Introduction to CRM with HubSpot [Coursera Project Work] - Oct 2024. https://www.coursera.org/account/accomplishments/certificate/QYP7UGAU7WCY
AWARDS
- Customer Champion Award – Haneeberry Global Logistics (2022)
Recognized for excellence in customer support, demonstrating exceptional problem-solving and client satisfaction skills. - Most Versatile Staff of the Year - Taqwa Schools (2017) Honored for exceptional cross-functional collaborations.
- Most Impactful Leader Award – Nigerian Association of Agricultural Students (2010)
Honored for implementing hands-on workshops and outreach programs, increasing student engagement by 50% as Association President.
LANGUAGES
Yoruba
Native language
English
Advanced
C1
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeWork Location
RemoteImportant To Me
Career advancementWork from home optionPersonal development programsHealthcare benefitsWork-life balanceCompany CultureTeam Building / Company RetreatsSoftware
Zendesk
HubSpot
Microsoft office
Zoom
SurveyMonkey
Typeform
Google workspace
LiveAgent
Loom
X
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