ODEYEMI Gbonjubola
CUSTOMER SERVICE EXECUTIVE
Liberty Estate, Lagos- Ibadan Express Way
Summary
Motivated Customer Service Representative with over 8 years of retail experience in fast-paced, team-based environments. Driven and proven successful at achieving established targets and team goals. Personable and professional communicator with fluency in English. Friendly and convincing customer service experience. Dedicated to exceeding service goals through effective communication skills and abilities.
Knowledgeable and dedicated customer service professional with extensive experience in Engineering and banking industries. 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
Work History
Customer Service Associate
Maxserve Global Consulting
LAGOS
03.2016 - 08.2022
- Developed and actualized customer service initiatives to decrease wait times.
- Offered basic technical support for clients on wide range of company products.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Responded to customer calls and emails to answer questions about products and services.
- Resolved concerns with products or services to help with retention and drive sales.
- Boosted sales revenue by skillfully promoting diverse service options.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Informed customers about special promotions and provided detailed information for various products.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated items to customers and created customer awareness, interest and sales.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Executes excellent sales floor merchandising and selling.
- Collaborated with store management and program leadership to suggest actionable improvements and corrective action plans.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Developed and updated databases to handle customer data.
- Investigated and resolved accounting, service and delivery concerns.
- Promptly responded to inquiries and requests from prospective customers.
- Provided onboarding and guidance to other sales representatives to meet sales goals while growing opportunities for fire fighting equipment business.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Recorded actions taken, issues resolved and project information to effectively manage customer accounts.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted available products and services to customers during service, account management and order calls.
- Recommended products to customers, thoroughly explaining details.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered excellent customer service, resulting in consistent 96% customer satisfaction rating.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Communicated professionally with colleagues, freelancers and clients.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and backed up other customer service managers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Business Development Executive/Team Lead Marketing
Certified Networks Limited
08.2015 - 02.2016
- Coordinated all branch activities
- Responsible for the marketing and sales of the company’s products and services and training of marketers
- Monitored customers’ connections to the internet via Microtic user manager software, recording sales and payment using Wave accounting software
- Drove peak performance and sales across the organization
- Developed and maintained Sales Territory
- Planned and ensured achievement of Company sales targets and profitability
- Strong understanding of customer and market dynamic
- Developed, designed and implemented business plans and strategy
- Responsible for the formulation of market penetration plan and execution of the marketing program of the company
- Conceptualized, conducted and produced business visibility studies and implementation strategy
- Built strong relationship with existing clients and provide on time service to urgent issues.
Credit Officer / Marketer
Life Gate Microfinance Bank Ltd
Ketu
04.2013 - 05.2014
- Effectively sold the banks’ products, mobilize and grow deposits/ loans portfolio
- Marketed he numerous banks’ products to meet customers’ needs
- Sourced customers and maintain existing accounts
- Responsible for New account opening and maintaining of existing ones
- Kept and updated of clients’ accounts
- Ensured loans are given to eligible clients
- Monitored loans to ensure their performance and prevent possible diversion of funds
- Ensured loan repayments and savings
- Recovery of delinquent risk assets
Education
UK SHE Level 1-3 Certificate in Health And Safety At Work, Risk Assessment And Environmental Awareness -
BRITISH INTERNATIONAL SAFETY ORGANISATION
LAGOS10.2020
Environmental Impact Assessment ,DPR certificate -
DEPARTMENT OF PETROLEUM RESOURCES
LAGOS10.2020
BASIC FIRST AID AND CPR
NOVELLE CENTER
LAGOS10.2020
Certificate in Management -
Nigerian Institute of Management
2012
B.Eng. Agricultural - Engineering
Federal University of Technology
2011
Senior Secondary School Certificate -
All Saints’ College
2005
Skills
- SKILLS AND ATTRIBUTES
- Excellent oral & written communication skills
- Administrative policies and procedures
- Conflict management and problem-solving skills
- Understanding Customer Needs
- Customer Account Management
- Responding to Difficult Customers
- Needs Assessment
- Efficient and Detail-Oriented
- Customer Data Confidentiality
- Speaking Clearly
- Document and Records Management
- Communications Strategies
- Telephone Reception
- Microsoft PowerPoint
- Email Etiquette
- Calm and Professional Under Pressure
- Customer Support
- Issue and Complaint Resolution
- MS Office Proficiency
- Exceptional Communicator
- Upselling Products and Services
- Ability to make good presentations and proposals
- Leadership ability
- Ability to organize clerical work, administration, and control systems, perform a variety of detailed functions and meet established deadlines and excellent customer service skills
- Computer: Microsoft Office Suite applications
- Quick learner with good grasping ability, Action-oriented and result-focused
- Ability to listen attentively, communicate persuasively and follow through diligently
- Dynamic and enthusiastic person with good written and verbal communication skills
- Ability to recognize opportunities and manage budget effectively
- Good work organization, time management skills and ability to work under pressure
- Ability to work quickly, methodically and accurately with sound interpersonal pressure
Timeline
Customer Service Associate
Maxserve Global Consulting
03.2016 - 08.2022
Business Development Executive/Team Lead Marketing
Certified Networks Limited
08.2015 - 02.2016
Credit Officer / Marketer
Life Gate Microfinance Bank Ltd
04.2013 - 05.2014
UK SHE Level 1-3 Certificate in Health And Safety At Work, Risk Assessment And Environmental Awareness -
BRITISH INTERNATIONAL SAFETY ORGANISATION
Environmental Impact Assessment ,DPR certificate -
DEPARTMENT OF PETROLEUM RESOURCES
BASIC FIRST AID AND CPR
NOVELLE CENTER
Certificate in Management -
Nigerian Institute of Management
B.Eng. Agricultural - Engineering
Federal University of Technology
Senior Secondary School Certificate -
All Saints’ College
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