Balogun Moshood
Lekki,Lagos
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Team Leader
Over the top Entertainment
Lekki , Lagos
08.2020 - Current
- Funding of Retail agent sand Company Shops.
- Account Reconciliation.
- Account creation of Newly agents.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Educated customers on promotions to enhance sales.
- Handled day-to-day customer contact via phones, faxes and emails.
- Suggested new procedure to persuade cancelling customers to stay with company, resulting in Number decrease in cancellations.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Opened and maintained Number customer accounts per timeframe by recording account information.
- Maintained financial accounts by processing customer adjustments..
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Prepared reports by collecting and analyzing customer information.
- Attracted potential customers by answering Product and services questions and suggesting information about other products and services.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
BACK OFFICE
Over the Top entertainment
05.219 - 07.2020
- Kept management informed by reviewing and analyzing special reports, summarizing information and identifying trends.
- Teamed with IT department to address technology issues and shortfalls.
- Provided historical reference by defining procedures for retention, protection, retrieval, transfer and disposal of records.
- Prepared schedule for back-office tasks and employees' daily functions.
- Advised on technical improvements to increase order entry system efficiency.
- Maintained daily updated calendars to assist management team in scheduling associates and external customers for meetings.
- Maintained inventory for back-office supplies, computers and work-stations.
- Scheduled and participated in regular meetings with staff to review progress.
- Reviewed reports on organization's financial health in conjunction with accounting department.
- Hired, trained and on-boarded new team members and conducted yearly performance evaluations.
- Performed administrative functions including database management, finances, special projects and analysis of business functions and processes.
- Supervised team of number clerical staff to guide overall strategic direction of office.
INBOUND AGENTS
Over the Entertainment (Nairabet )
09.2018 - 04.2019
- Attend to All Retail Agents calls.
- Assist Retail agent in Technical issue.
- Providing resolution on Bets issue.
- Carried out day-day-day duties accurately and efficiently.
- Resolved problems, improved operations and provided exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Conducted research, gathered information from multiple sources and presented results.
- Handled number calls per timeframe to address customer inquiries and concerns.
- Maintained energy and enthusiasm in fast-paced environment.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Exceeded goals through effective task prioritization and great work ethic.
Trainer
Over the Entertainment
09.2017 - 08.2018
- Trained all Nairabet Retail shop staff and Agent on the New betting platform.
- Assisting all Nairabet Retail Agent.
- Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.
- Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
- Recruited and trained new members of guest service team.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Assessed student needs to develop effective training plans.
- Eliminated process gaps by implementing new methods of standardized training.
- Recognized and tapped talented staff to fill key positions and maximize productivity.
Cashier
Over the Top Entertainment
Lekki, Lagos
01.2015 - 08.2017
- Attend to all customers by playing bets for them.
- Assist Customer making use of the Betting website.
- Make all Gadgets in the shop Working properly.
- Counted cash in register drawer at beginning and end of shift.
- Efficiently processed new orders, completing number + daily transactions with remarkable accuracy.
- Arranged paper and electronic payment records to maintain well-organized fill systems and recordkeeping compliance.
- Increased sales by offering advice on purchases and promoting additional products.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Reviewed weekly sales circulars and monitored price changes.
- Educated customers on promotions to enhance sales.
Storekeeper
Swiss trade Securities Doors
Lekki, Lagos
01.2012 - 07.2015
- Received, merchandised and arranged all shop items for visual display.
- Issued invoices to request payment from customers every timeframe
- Ordered goods from various vendors to maintain store merchandise levels.
- Sorted and placed materials on racks and shelves according to predetermined sequences such as product code and size.
- Kept sales receipts and maintained accounting records.
- Received product shipments and organized in stockroom storage area.
- Tagged merchandise and neatly stocked on shelves and display areas.
- Monitored merchandise on shelves and in storage using inventory control system.
Class Teacher
Rosy Montessori Nursery and Primary school
09.2011 - 01.2012
- Assessed submitted class assignments, determined grades and reviewed work with struggling students to boost success chance.
- Evaluated and revised lesson plans and course content to facilitate and moderate classroom discussions and student-centered learning.
- Assessed student comprehension through regular quizzes, tests and assignments.
- Used tests, quizzes and other assignments to gauge students' learning and determine understanding of course materials.
- Promoted physical, mental and social development by implementing classroom games and outdoor recreational activities.
- Planned and implemented integrated Social Studies lessons to meet Common Core Curriculum Standards.
Education
High School Diploma -
Jama Ul -Islamiyya Pry School
Lagos 09.1999 - 06.2005
First school leaving -
Jama Ul -Islamiyya Pry School
Lagos 09.1999 - 06.2005
High School Diploma -
Victoria Island Senior Secondary School
09.2005 - 06.2011
Senior Secondary Certificate -
Victoria Island Senior Secondary School
Lagos 09.2005 - 06.2011
Certificate of Proficiency in Data Processing - Data Processing
Industrial Training Fund
Lagos 01.2013 - 07.2013
Associate of Applied Science - Accounting, View
Lagos Sate Polyethnic
Lagos 09.2018 - 08.2021
Skills
OPERATION/TEAM MANAGEMENTundefined
Timeline
Customer Service Team Leader
Over the top Entertainment
08.2020 - Current
Associate of Applied Science - Accounting, View
Lagos Sate Polyethnic
09.2018 - 08.2021
INBOUND AGENTS
Over the Entertainment (Nairabet )
09.2018 - 04.2019
Trainer
Over the Entertainment
09.2017 - 08.2018
Cashier
Over the Top Entertainment
01.2015 - 08.2017
Certificate of Proficiency in Data Processing - Data Processing
Industrial Training Fund
01.2013 - 07.2013
Storekeeper
Swiss trade Securities Doors
01.2012 - 07.2015
Class Teacher
Rosy Montessori Nursery and Primary school
09.2011 - 01.2012
High School Diploma -
Victoria Island Senior Secondary School
09.2005 - 06.2011
Senior Secondary Certificate -
Victoria Island Senior Secondary School
09.2005 - 06.2011
High School Diploma -
Jama Ul -Islamiyya Pry School
09.1999 - 06.2005
First school leaving -
Jama Ul -Islamiyya Pry School
09.1999 - 06.2005
BACK OFFICE
Over the Top entertainment
05.219 - 07.2020
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