HubSpot / Zendesk
OLUWASEUN OTUBANJO
Virtual Assistant | Customer Support & Administrative Specialist
Lagos
Summary
Customer Service Specialist and Virtual Assistant with over three years of experience in client support, sales assistance, and administrative services. Adept at handling high-volume inbound and outbound calls, managing customer relationships, and driving client retention strategies. Experienced in CRM tools, workflow automation, and problem resolution. Seeking a dynamic role where I can leverage my skills to improve customer satisfaction and operational efficiency.
Overview
13
13
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Business Operations Manager
Hempaye Liquor & Wine Store
12.2023 - Current
- Oversee daily business operations, including inventory management and sales coordination.
- Managed customer relationships and handled inquiries to ensure high customer satisfaction.
- Implemented promotional strategies that increased customer engagement and sales volume.
- Monitored stock levels and coordinated restocking to prevent shortages or overstocking.
- Supervised staff activities and ensured adherence to company standards and procedures.
- Maintained accurate financial records, including daily sales tracking and expense monitoring.
Customer Service Representative
North Star Insurance Advisors
07.2023 - 02.2025
- Provided accurate information regarding products or services offered by the company, ensuring customer clarity and satisfaction.
- Met and exceeded call volume targets on a daily basis while maintaining high-quality service levels, achieving a 95% quality assurance score.
- Built strong relationships with customers by demonstrating empathy and understanding of their needs, resulting in a 20% increase in customer retention.
- Monitored performance metrics such as handle time and average speed of answer, consistently ranking in the top 10% of the team.
- Assisted customers with inquiries over the phone, providing tailored solutions to enhance customer satisfaction and loyalty.
- Actively participated in team meetings, sharing ideas and suggestions for process improvements that reduced call handling time by 15%.
Telesales Agent
New Edge Finance Limited
06.2021 - 01.2023
- Maintained accurate client records and updates in CRM systems to track interactions and applications.
- Assessed customer needs to provide tailored loan solutions and ensure suitability.
- Handled inquiries, objections, and complaints professionally, ensuring a high level of customer satisfaction.
- Made 150-200 calls per day and met daily targets of 8-10 sales of customers per day.
- Collaborated with team members and management to meet and exceed weekly and monthly sales targets.
- Contacted prospective and existing clients to promote loan products and financial services.
Administrative Assistant (NYSC)
Federal Capital Territory Administration
11.2018 - 09.2019
- Assisted in processing staff salary records and maintaining payroll documentation.
- Verified employee data and ensured accuracy of salary related information.
- Maintained organized records of salary schedules, allowances and deductions.
- Handled confidential financial information with a high level of discretion.
- Supported the preparation and distribution of payroll related reports.
- Assisted senior officers in resolving salary discrepancies and administrative issues.
Customer Service Agent
Dstv
01.2017 - 08.2018
- Assisted customers with subscription inquiries, package upgrades, and service troubleshooting.
- Handled complaints and technical issues promptly, ensuring customer satisfaction and loyalty.
- Provided clear guidance on billing, payment options, and account management.
- Maintained accurate records of customer interactions using company CRM systems.
- Collaborated with technical and sales teams to resolve complex customer issues efficiently.
- Ensured adherence to company policies, procedures, and service standards.
Sales Associate
GVS Supermarket
02.2014 - 11.2014
- Assisted customers with locating products and provided recommendations based on preferences.
- Proceed transactions accurately using the POS system while maintaining speed and efficiency.
- Restocked shelves and ensured products were properly arranged and labeled.
- Monitored inventory levels and reported low stock to supervisors for timely replenishment.
- Built rapport with regular customers, contributing to repeat business and customer loyalty.
Sales Representative
Westgate Technologies Limited
01.2013 - 12.2013
- Engaged walk-in customers and provided detailed information on available products and services.
- Assisted customers in making purchase decision based on their needs and budget.
- Maintained up-to-date knowledge of product features and pricing to improve sales conversations.
- Achieved monthly sales targets through consistent follow-up and customer engagement.
- Handled customer inquiries and resolved minor complaints to ensure positive experience.
- Worked closely with team members to organize product displays and improve store presentation.
Education
Higher National Diploma - Accounting
Moshood Abiola Polytechnic
Abeokuta, OG01-2016
National Diploma - Accounting
Moshood Abiola Polytechnic
Abeokuta, OG01-2012
Skills
- Customer Support & Client Communication (Inbound/Outbound Calls, Email & Chat Support)
- CRM & Customer Management Tools (Zendesk, HubSpot, and similar systems)
- Administrative Support & Virtual Assistance
- Call Handling & Dialer Systems (ViciDial, ChaseData)
- Problem Resolution & Customer Retention
- Time Management & Multitasking in Remote Environments
- Bookkeeping & Financial Record Keeping
- AI Tools & Prompt Engineering
- Workflow Organization & Task Management (Google Workspace, Microsoft Excel)
- Attention to Detail & Data Accuracy
Accomplishments
- Achieved 95% quality assurance score in customer service role
- Handled high-volume inbound/outbound calls daily with consistence
- Improved customer satisfaction through effective problem resolution and communication
- Maintained accurate records and reduced errors in administrative tasks
Software
ViciDial / ChaseData
Microsoft Office (Excel, Word)
Google Workspace (Docs, Sheets, Calendar)
ChatGPT (AI Tools & Prompt Engineering)
Certification
Vanderbilt University - Prompt Engineering For ChatGPT (Coursera) 2026
Tools & Software
- HubSpot
- Google Workspace
- Microsoft Office (Excel, Word, Outlook.)
- Call Center Dialer Systems (ChaseData, VICIdial.)
Timeline
Business Operations Manager
Hempaye Liquor & Wine Store
12.2023 - Current
Customer Service Representative
North Star Insurance Advisors
07.2023 - 02.2025
Telesales Agent
New Edge Finance Limited
06.2021 - 01.2023
Administrative Assistant (NYSC)
Federal Capital Territory Administration
11.2018 - 09.2019
Customer Service Agent
Dstv
01.2017 - 08.2018
Sales Associate
GVS Supermarket
02.2014 - 11.2014
Sales Representative
Westgate Technologies Limited
01.2013 - 12.2013
Higher National Diploma - Accounting
Moshood Abiola Polytechnic
National Diploma - Accounting
Moshood Abiola Polytechnic