IRETI OREOLUWA ADEBISI
Ojuelegba,Surulere
Summary
Extensive 8 years and counting work experience as Customer service professional, Administrative specialist, Sales expertise, Healthcare manager and Accounting specialist in IT/Telecommunication, Ecommerce (business development) and Healthcare sector.
Overview
9
9
years of professional experience
Work History
Head of Department for Customer Service and Admin
PEACHCARE MEDICAL CENTER
06.2023 - Current
- Resumed as Front Desk Officer in June, 2023 and got promoted to Head of Department for Customer Service and Admin in Nov., 2023
- HEALTHCARE DUTIES
- ADMINISTRATIVE DUTIES
- CUSTOMER SERVICE DUTIES
- HMO DUTIES
- ACCOUNTING DUTIES
Customer Service - Call Center Supervisor
BBOXX ENERGY ACCESS NIGERIA
06.2022 - 11.2022
- Engaged in active listening with callers, confirmed or clarified information, explained possible solutions and ensured customers feel supported and diffusing angry customers, as needed
- Utilized software (CRM, Pulse 1 and 2 etc.), database, scripts, and tools appropriately
- Understood, supervised and strived (with team members) to meet or exceed the call center metrics (KPI) while providing excellent consistent customer service
- Supervised and promoted sales of products and services thereby leading to huge inflow of money into the companies pocket and received kudos for my efforts from management
- Performed calls, chats and mails monitoring and quality format, providing feedback to manager on CSR performance; attended and handled trainings; made sales or recommendation for products and services that better suit customers’ needs
Customer Service Officer and Administrative Supervisor
BEVIE GLOBAL SERVICES LIMITED
02.2022 - 06.2022
- Supervised and managed customer complaints by providing solutions, often within a time limit to ensure the customer is satisfied
- Resolved product or service problems by clarifying the customer's complaint within time limit
- Learnt the software systems used by the company to be able to communicate effectively with incoming inquiries
- Carrying out research about other software that will be of great need and help to my company
- Managed the administrative department by preparing each staffs duties and obligations to the company, ensuring a proper layout of payrolls for each staffs and training the necessary officers on how to reconcile issued payrolls to bank statements
- Assisted the executive management with organizing management meetings, prepared the minutes of the meeting and followed-up on the required action to be taken
- Prepared up-to-date reports report on business progress and needs for possible adjustments
- Responsible for flight booking, car rental and hotel reservations
Customer Service and Administrative Dept
MOBILE TELEPHONE NETWORK (MTN)
Lagos
12.2015 - 02.2022
- Company Overview: LAGOS
- Resumed as Sim registration officer in January 2018 and got promoted to Sim registration validation officer (supervisor) in January 2018 and got another promotion to Sim swap validation officer (supervisor) in June 2020
- Organized meetings, documented reports and kept up with the most current company polices through weekly huddles or management meetings for the progress of the company
- Supervised eyeballed customer data page on the Customer Life Management platform for possible corrections before they are permanently saved for record purposes
- Reviewed, researched, investigated, adjusted, and resolved every error made on CRM during the swap process
- Identified fraudulent registration and transactions and cancel them from further processing
- Ensured customers lines match with all current information available on MTN portal after a swap has been processed on them and recommended anti-fraud processes for changing transaction patterns and trends
- Managed customer expectations as well achieve customer satisfaction through calls, chats (virtually through chat box and social media) and mails
- Supervised and determined the compliance of all information captured on the Customer Life Management platform using KYC data base to ensure that they are all compliant with Nigerian Communications Commission (NCC) Guidelines and Standard
- Stood out in my supervisory skills thereby leading to my promotion to a more challenging position
- Documented various customers request and other important files
- Answered incoming calls from customers
- Attended to customers through face to face contact
- Educated clients on services through calls, chats and/ or physical contact, and resolved client inquiries and built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information
- Generated sales of products and services which is reflected in appraisal (in terms of promotion) for my efforts from management
- Coordinated meetings, gave reports and kept up with the most current company polices through weekly huddles or management meetings for the progress of the company
- LAGOS
RED CROSS SOCIETY
01.2017 - 01.2018
- Company Overview: Ogun state chapter
- Upholding the 7 Fundamental Principles of Humanity, Impartiality, Neutrality, Independence, Voluntary Service, Unity and Universality
- Always providing humanitarian assistance to save lives, minimize suffering and reduce risks in a timely and effective manner
- Ogun state chapter
HIGH CHRIST DIVINE COLLEGE (NYSC)
11.2016 - 10.2017
- Boosted struggling students to maintain progress levels by designing individualized lesson plans focused on areas for improvement
- Promoted physical, mental, and social development by setting up classroom games and outdoor recreational activities
- Implemented and encouraged debate-style classroom environment to increase student engagement and promote critical thinking
- Enlightened the community on their basic rights and how to apply first aid and CPR in cases of emergency by conducting and supervising a short cooper movement
Education
BSc - Political Science
University of Lagos
Akoka, LagosS.S.C.E. - undefined
Comprehensive Senior School
Alapere, LagosSkills
Ms Office tools (Word, Excel Power Bi, Outlook, PowerPoint etc) Proficiency
CRM
CLM
ERP
SAGE
PULSE 1 AND 2
RADSERVE
EMR
Zoom
Teams
Google Meet
Google Spreadsheet
Google Slide
Cornerstone
Gmail
Yahoo Mail
Canvas
Leadership
Team Management
Managerial Skills
Supervisory Skills
Numeracy
Emotional Intelligence
Excellent Listening
Diplomatic
Assertive
Conflict Resolution
Learning New Products
Inbound Customer Service
Outbound Customer Service
Excellent Communication
Presentation Skills
Team Work
Time Management
Administrative Skills
Customer Management
Problem Solving
Attention to Detail
Strategic Planning
Strategic Analysis
Relationship Building
Data Analysis
Trainings And Certificates
- Leadership and Management in Health, University of Washington DC, 2024
- IBM Data Analysis, Coursera, 2021
Skills And Competence
Microsoft Office Proficiency (Word, Excel, PowerPoint, Outlook), CRM, CLM, ERP, SAGE, PULSE 1 AND 2, RADSERVE, EMR, Zoom, Teams, Google Meet, Google Spreadsheet, Google Slide, Excellent in English and Yoruba language., Leadership and team management, Conflict Resolution, Exceptional Inbound and Outbound Customer Service
Personal Information
- Date of Birth: 10/09/94
- Gender: Female
- Nationality: Nigerian
Timeline
Head of Department for Customer Service and Admin
PEACHCARE MEDICAL CENTER
06.2023 - Current
Customer Service - Call Center Supervisor
BBOXX ENERGY ACCESS NIGERIA
06.2022 - 11.2022
Customer Service Officer and Administrative Supervisor
BEVIE GLOBAL SERVICES LIMITED
02.2022 - 06.2022
RED CROSS SOCIETY
01.2017 - 01.2018
HIGH CHRIST DIVINE COLLEGE (NYSC)
11.2016 - 10.2017
Customer Service and Administrative Dept
MOBILE TELEPHONE NETWORK (MTN)
12.2015 - 02.2022
BSc - Political Science
University of Lagos
S.S.C.E. - undefined
Comprehensive Senior School