Hi, I’m
FOLARIN BUSOLA
Customer Success | Data Analyst | Virtual Assistant |Tech Enthusiast
Layi Otegbade Street Pedro, Shomolu, Lagos.,Lagos
Summary
Results-driven Customer Success Associate offering proven history of achievement during 5-year career. Talented leader with analytical problem-solving,strategic planning expertise, delivering industry-leading service and implementing scalable approaches. Solid background in E-commerce, Tech and Telecommunications functions.
Overview
9
years of professional experience
15
years of post-secondary education
6
Certifications
Work History
Globacom LimitedLagos, Lagos
Customer Service Representative
10.2022 - Current
Job overview
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software (Siebel) to manage interactions and track customer satisfaction.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Met customer call guidelines for service levels, handle time and productivity with KPI of over 95%
CDcare, Lagos State
Customer Success Associate Lead
05.2021 - 06.2022
Job overview
- Onboarded new users to the platform and making customers get acquainted and comfortable with the services
- Monitor and review calls and interactions on all platforms between agents and customers to ensure quality communication and excellent service delivery.
- Created a process for mail responses which helped in providing swift responses and accurate guide on requests and complaints
- Follow-up on unresolved complaints and give feedback for customer’s satisfaction
- Assisting in creating and planning periodic customer satisfaction surveys; increasing the rate of customer satisfaction
- Analyzing the feedback from customers on the platform via Google Console
- Follow-up on customers payments disputes with the payment gateways.
- Created audit sheets to ensure compliance with the appropriate company standards and meet the required KPIs
- Developed strong communication and organizational skills through working on group projects.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Organized and detail-oriented with a strong work ethic.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
Outcess Solutions Nigeria Limited, Lagos State
Customer Service Representative
06.2020 - 04.2021
Job overview
- Received inbound calls in a timely manner and escalate complaints through appropriate channels
- Handled dissatisfied customers in a polite and professional manner
- Collated customers data usage using excel and providing files on request
- Provided accurate product information to customers and expanded knowledge of new products
- Vast knowledge of customer relationship management software (Siebel) to log interactions with customers
- Resolved customers' enquiries and complaint
- Via phone, emails and social media channels.
Pegasus Travels and Tours, Lagos State
Customer Service Executive
08.2018 - 12.2019
Job overview
- Provided travel consulting services to ensure customer travel needs were met
- Purchasing flight tickets on the Global Distribution System (Amadeus)
- Customer acquisition, retention and growth
- Negotiated with hotels to give better discounts and handle flight itineraries for customers.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
- Described product and service details to customers to provide information on benefits and advantages.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Lagazo Point Limited, Lagos State
Account Assistant/ Sales Officer
11.2016 - 09.2017
Job overview
- Preparation of daily sales accounts reports for review
- Invoiced approved vendor’s bills and follow-up on receivables from clients
- Responsible for petty cash and cash handling procedures for deposit to the company’s account
- Monitored cash advances and follow-up on receivables from clients
- Carried out stock counts and investigating all outstanding items.
Jubilee Group Of SchoolsBenin, Edo
Business Studies/ Commerce Tutor (NYSC)
11.2014 - 10.2015
Job overview
- Prepared study notes and assignments in accordance to syllabus.
- Generated exam questions and reports for each school term.
Education
University of IlorinKwara State
Bachelor of Science (BSc) from Accounting
11.2010 - 07.2014
Federal Government Girls College
Senior Secondary Certificate
09.2002 - 09.2008
Skills
Interpersonal skillsundefined
Certification
Diploma in Customer Service| Alison
Accomplishments
- Received the Best Agent Award for outstanding quality engagement with customers for quarter 4 in 2020
- Link to Data Analysis Portfolio https://www.canva.com/design/DAFJYcTxtmE/rjeH8lyNlqKjyk0BicXtsw/view?
Timeline
Virtual Assistant | ALX
12-2022
Customer Service Representative
Globacom Limited
10.2022 - Current
Data Analyst | EntryLevel
08-2022
Customer Relationship Management | Alison
06-2022
Product Management | SideHustle
12-2021
Soft Skills Certification| Jobberman
10-2021
Diploma in Customer Service| Alison
08-2021
Customer Success Associate Lead
CDcare
05.2021 - 06.2022
Customer Service Representative
Outcess Solutions Nigeria Limited
06.2020 - 04.2021
Customer Service Executive
Pegasus Travels and Tours
08.2018 - 12.2019
Account Assistant/ Sales Officer
Lagazo Point Limited
11.2016 - 09.2017
Business Studies/ Commerce Tutor (NYSC)
Jubilee Group Of Schools
11.2014 - 10.2015
University of Ilorin
Bachelor of Science (BSc) from Accounting
11.2010 - 07.2014
Federal Government Girls College
Senior Secondary Certificate
09.2002 - 09.2008
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