Foluke Abba Ayobade
Customer Service Representative
Lagos,Lagos
Summary
Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Conscientious Customer Service Representative with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Focused Customer Service Manager offering 10 years of experience in sales management, office administration and customer service. Proven success in developing high-performance teams and streamlining day-to-day office activities.
Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement.
Overview
9
9
years of professional experience
10
10
years of post-secondary education
4
4
Certifications
Work History
Head Customer Service Manager
ATM Wines And Liquors
Lagos, Lagos
06.2016 - 08.2021
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Researched and corrected customer concerns to promote company loyalty.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Resolved concerns with products or services to help with retention and drive sales.
- Developed service procedures, policies and standards.
- Followed through with client requests to resolve problems.
- Created and reviewed invoices to confirm accuracy.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Developed and offered unique discount options to drive interest in new product lines.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Kept accurate records to document customer service actions and discussions.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Generated customer satisfaction surveys to analyze results into action plans.
Customer Service Associate
Skye Bank Plc (Polaris Bank)
Ikoyi, Lagos
03.2012 - 08.2015
- Developed and actualized customer service initiatives to decrease wait times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded to customer calls and emails to answer questions about products and services.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Offered basic technical support for clients on wide range of company products.
- Effectively communicated with customers about account changes, new Type products or services and potential Type upgrades.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
Education
JSSCE - Sciences
Lagos State Civil Service Model College Igbogbo
Ikorodu Lagos 09.1998 - 06.2000
WASSCE - Sciences
Okota Senior Grammar
Isolo , Lagos 05.2000 - 05.2004
National Diploma In Banking And Finance - Banking And Finance
Grace Polytechnic
Surulere Lagos 05.2010 - 08.2012
Bachelor Of Business Administration - Business Administration And Management
Nexford University
Washington DC 03.2022 - Current
Bachelor Of Mathematics - Mathematics
National Open University
Victoria Island Lagos 11.2020 - Current
Skills
Customer Relationship Management Software (CRM)
Personnel training and development
Negotiation expert
Cash Handling
Purchasing and procurement
Exceptional telephone etiquette
Effective problem solver
Shipping, receiving and warehousing
Training and mentoring
Sales expertise
Account management
MS Office expert
Team Building
Complaint resolution
Customer-focused
Telemarketing expertise
Exceptional interpersonal communication
Microsoft Outlook, Word and Excel
Background in [Area]
Account updates
Customer Relations
Excellent time management skills
Administrative support
Research and due diligence
Certification
Communication tips- Linked-In learning
Timeline
Sustainability strategies,Getting Things Done, Leadership Skills , Business Analysis Foundations : Competencies
09-2022
Communication tips- Linked-In learning
05-2022
Business Ethics - LinkedIn Learning
05-2022
Bachelor Of Business Administration - Business Administration And Management
Nexford University
03.2022 - Current
Basic Life support, First Aid and Mental health
09-2021
Bachelor Of Mathematics - Mathematics
National Open University
11.2020 - Current
Head Customer Service Manager
ATM Wines And Liquors
06.2016 - 08.2021
Customer Service Associate
Skye Bank Plc (Polaris Bank)
03.2012 - 08.2015
National Diploma In Banking And Finance - Banking And Finance
Grace Polytechnic
05.2010 - 08.2012
WASSCE - Sciences
Okota Senior Grammar
05.2000 - 05.2004
JSSCE - Sciences
Lagos State Civil Service Model College Igbogbo
09.1998 - 06.2000