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IBUKUN BAMIDELE
Customer Support Executive
Bariga,
Summary
CAREER OBJECTIVE: To secure a competitive position that will unleash the inherent dexterity in me and consequentially instigate me to working more effectively in a way that will facilitate the accomplishment of the company’s corporate goals.
CAREER SUMMARY: Having worked in a customer-facing position over the past few years, I have been espoused to the relative importance of exuding high level of empathy, speed and accuracy, when solving customers’ problems. This approach helps me to achieve a higher level of customer satisfaction and loyalty.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
Work History
Customer Support Executive
TERAWORK.COM
Lagos
09.2021 - Current
- Ensured prompt response to customers’ requests via emails, chats or phone calls.
- Identified and resolved recurring product complaints; this reduced complaints' ticket by 30%.
- Activated incoming ticket notification button; and this reduced the average first-response time by 70%
- Answered an average of 50 tickets weekly, using Zohodesk.
- Made outgoing calls when needed, in order to resolve any identified discrepancies.
- Stayed up-to-date with the latest bugs, features and policy changes.
Customer Retention Officer
Leadway Pensure PFA
Lagos
02.2021 - 09.2021
- Devised sustainable methods of increasing customer retention; and this resulted in 85% retention rate.
- Ensured customers are kept abreast with trends in the company
- Quantitatively collected data from customers, to measure NPS and ascertain how satisfied they are with our services
- Implemented ways to understand and empathize with aggrieved customers on pension related matters
- Regularly facilitated mini sensitization programs in order to keep our customers abreast with the latest development in Pension industry.
Sales Executive
Leadway Pensure PFA
Lagos
09.2019 - 02.2021
- Ensured daily sales of 3 RSA forms to new customers, in order to surpass the monthly target of 50.
- Generated #30miillion (approximately USD86,000) in revenue for the company, in a calendar year.
- Built and maintained relationships with enterprises, from executives to the least staff member.
- Identified potential customers and sought ways to bring them onboard.
- Doubled as Personal Account Officer to some customers, so as to strengthen our relationship with such customers.
- Ensured detailed writing of daily activities and promptly report it to my supervisor.
Education
West Africa Vocational Education (WAVE) - Virtual Training
WAVE Call Centre Agent Training
04.2022 - 04.2022
COUSERA - Knowledge Accelerator - Online
Certificate in Customer Service Fundamentals
08.2021 - 09.2021
Obafemi Awolowo University - Ile-Ife, Nigeria
B.Sc (Hons) in Economics
02.2012 - 03.2017
Skills
- Empathy
Hobbies
Cycling
Football
Video Game (GTA)
Travelling by water
Software
- Microsoft excel
- Microsoft powerpoint
- Microsoft outlook
- Zoho desk
Timeline
West Africa Vocational Education (WAVE) - Virtual Training
WAVE Call Centre Agent Training
04.2022 - 04.2022
Customer Support Executive
TERAWORK.COM
09.2021 - Current
COUSERA - Knowledge Accelerator - Online
Certificate in Customer Service Fundamentals
08.2021 - 09.2021
Customer Retention Officer
Leadway Pensure PFA
02.2021 - 09.2021
Sales Executive
Leadway Pensure PFA
09.2019 - 02.2021
Obafemi Awolowo University - Ile-Ife, Nigeria
B.Sc (Hons) in Economics
02.2012 - 03.2017
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