Summary
Overview
Work History
Education
Skills
Quote
Timeline
Generic
OLUWASHOGO ADEYEMO

OLUWASHOGO ADEYEMO

MAGODO,Lagos

Summary

Driven professional with talent for building strong customer relationships and ensuring client satisfaction. Demonstrated proficiency in problem-solving and communication, coupled with knack for understanding client needs. Ready to enhance customer success through proactive support and innovative solutions.

Takes on challenging new role harnessing interpersonal skills, and collaboration. Driven to deliver high-quality service and consistent results.

Overview

9
9
years of professional experience
4
4
years of post-secondary education

Work History

Full Remote Customer success specialist

PESA
600 Matheson Blvd W. Mississauga, ON
08.2024 - Current
  • Handle customer complaints via phone, email, In-app chats, and social media.
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment and following up to ensure resolution.
    Handle customer onboarding and ensure that the process is seamless and
    complaints are treated efficiently.
    Build sustainable relationships of trust through open and interactive
    communication.
  • Do proper follow-up and keep records of customer interactions.
    ● Work with customer success lead to ensuring proper customer service is being
    delivered.
    ● Recommend potential products or services to management by collecting
    customer information and analysing customer needs.
    ● Contribute to team effort by accomplishing related results as needed.
    ● Provide accurate, valid, and complete information by using the right
    methods/tools.
    ● Handle complaints, provide appropriate solutions and alternatives within the

    time limits, and follow up to ensure resolution.
    ● Follow communication procedures, guidelines, and policies.
    ● Go the extra mile to engage customers and reduce churn.

Customer service supervisor

HR indexx Outsourced to Access bank PLC
Oniru, Lekki, Lagos State
10.2022 - 06.2024
  • Maintained high levels of customer satisfaction through effective problem resolution.
  • Controlled team performance by organizing daily tasks and responsibilities.
  • Enhanced customer service delivery by providing training to new staff members.
  • Supervised a team of 22 customer service agents, achieving a 90% customer satisfaction rating.
  • Implemented a new customer feedback system resulting in a 20% increase in customer satisfaction
  • Collaborated with the operations team to streamline workflow processes leading to a 15% reduction in customer complaints.
  • Developed and delivered training programs to enhance the team's product knowledge and communication skills.

Premium Support Specialist

HR indexx outsourced to Access bank Plc
Oniru, Lekki , Lagos State
10.2015 - 10.2022
  • Devised innovative strategies to improve customer satisfaction scores and meet company goals.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Reinforced established quality control standards and followed procedures for optimal customer interactions.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Answered average of 30 calls, emails and live monitoring per day, addressing customer inquiries, solving problems and providing product information.
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Delivered excellent customer service, resulting in consistent 95% customer satisfaction rating.

Education

Bachelor of Science - Zoology

University of Ilorin
Nigeria
10.2007 - 07.2011

Skills

  • Account management
  • Customer complaint management
  • Customer communications
  • Computer literacy
  • Innovative problem solving
  • Leadership and management
  • Communication and presentation
  • Results-driven

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Full Remote Customer success specialist

PESA
08.2024 - Current

Customer service supervisor

HR indexx Outsourced to Access bank PLC
10.2022 - 06.2024

Premium Support Specialist

HR indexx outsourced to Access bank Plc
10.2015 - 10.2022

Bachelor of Science - Zoology

University of Ilorin
10.2007 - 07.2011

Similar Profiles

CREATE PROFILE
OLUWASHOGO ADEYEMO