LATIFAT TITILOLA QUADRI
Customer Success Associate
8, Omotayo Cl, Alapere, Ketu,Lagos
Summary
Knowledgeable and dedicated customer service professional with extensive experience in financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
17
17
years of post-secondary education
Work History
Customer Success Associate
TANGERINE AFRICA
Ikeja , Lagos
07.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed over 50 customer complains via calls and email per day
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Customer Service Representative
PALMPAY NIGERIA LTD
Ikeja, Lagos
08.2019 - 07.2021
- Resolve 300+ weekly customer inquiries/complains via Phone calls, email and social media, consistently exceeding targets.
- Pioneer development of improved system for following up with unsatisfied customers.
- Assist with resolution of conflicts raised while using PalmPay application.
- Trained 20 new customer service representative and mentored 5 employees on call handling, Email responses and conflict resolution.
Accounting Officer
FLUID MANAGEMENT SERVICES
Lekki, Lagos
11.2015 - 08.2019
- Implementing financial record system, Posting into general ledger and General Accounting Function.
- Established and monitored projects budget, Preparation of monthly performance report and Reconciliation of cash book with Bank statement.
- Management of payables and receivables for over 50 customers, Inventory reconciliations of over 30 products, Preparation and computations of relevant taxes.
- Financial Reporting.
- Oversee project budget from start to end using variances observed in budget implementation for future needs in budget preparation of company.
Sales Consultant/ Assistance Branch Manager
3C HUB MOBILE RETAIL STORES
Ikeja, Lagos
11.2013 - 04.2014
- Created detailed sales presentations to communicate product features and market data.
- Inform and train sales staff on implementation of new strategies.
- Familiarizing with clients in addition to maintaining and developing good relations by giving maximum importance to clients.
- Generating leads and turning them into prospects for sales.
- Customer Relation.
- Working to KPI’s and revenue target as set by Sales Director.
- Arranging meeting with prospects for product demonstration.
- Keep up to date with product developments and poses key product knowledge.
- Work with other departments and schedule appointments, calls and meeting with client.
- Attend sales meetings, conferences and events.
Cash and Teller Operations
GAPBRIDGE MICROFINANCE BANK
Lekki, Lagos
10.2012 - 10.2013
- Informing customers about bank product and services.
- Responsible for handling customers transactions like deposit, withdrawal, transfers etc.
- Posting of deposits and withdrawals into customers’ accounts.
- Maintaining minimum transaction turnaround time.
- Ensuring end of day balancing of paid and received cash and instruments.
Customer Service Representative
ZENITHBANK PLC (NYSC)
Yaba, Lagos
03.2010 - 02.2011
- Opening of over 10 accounts which includes savings account, individual current account and corporate accounts per day.
- Checking of account balance for authorized signatories to bank accounts.
- Validating and changing of customers mandate on system.
- Attending to customers complains and resolving them as they come.
- Ensuring the banking environment is in order for customer convenience.
Education
Bachelor of Science - Microbiology
Olabisi Onabanjo University
Ogun State 09.2005 - 05.2009
Senior Secondary School Certificate (S.S.C.E) - Science
Methodist Girls’ High School
Yaba, Lagos 10.1998 - 06.2004
First School Leaving Certificate -
Mbari Mbayo School
Yaba, Lagos 09.1990 - 04.1998
Skills
Creative problem solving
Complaint resolution
Report preparation
CRM
Team building and Leadership
Effective communication skills
Timeline
Customer Success Associate
TANGERINE AFRICA
07.2021 - Current
Customer Service Representative
PALMPAY NIGERIA LTD
08.2019 - 07.2021
Accounting Officer
FLUID MANAGEMENT SERVICES
11.2015 - 08.2019
Sales Consultant/ Assistance Branch Manager
3C HUB MOBILE RETAIL STORES
11.2013 - 04.2014
Cash and Teller Operations
GAPBRIDGE MICROFINANCE BANK
10.2012 - 10.2013
Customer Service Representative
ZENITHBANK PLC (NYSC)
03.2010 - 02.2011
Bachelor of Science - Microbiology
Olabisi Onabanjo University
09.2005 - 05.2009
Senior Secondary School Certificate (S.S.C.E) - Science
Methodist Girls’ High School
10.1998 - 06.2004
First School Leaving Certificate -
Mbari Mbayo School
09.1990 - 04.1998