Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Hi, I’m

FOLARIN BUSOLA

Customer Success | Data Analyst | Virtual Assistant |Tech Enthusiast
Layi Otegbade Street Pedro, Shomolu, Lagos.,Lagos
FOLARIN BUSOLA

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 Limited
Lagos, 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 Schools
Benin, 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 Ilorin
Kwara State

Bachelor of Science (BSc) from Accounting
11.2010 - 07.2014

Federal Government Girls College

Senior Secondary Certificate
09.2002 - 09.2008

Skills

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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
FOLARIN BUSOLACustomer Success | Data Analyst | Virtual Assistant |Tech Enthusiast