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 skillsPerformance Management
Customer Service Management
Analytical and Numerical SkillsMicrosoft Office Suite
Ability to Perform Routine WorkTime ManagementActive Listening
Leadership SkillsExcellent Communication Skills
Ability to Multitask
CRM
Canva Tableau Visualization
Data Analysis
Google Workspace
Service standard compliance
Creative problem solving
Feedback skill
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