Oluwatoyin Egbinola
16 Rue Vandrezanne ,Paris
Summary
- A self-motivated, ambitious and goal oriented individual who is dedicated to working to high standards either within a team or independently. I am commercially aware and very organised - demonstrated from previous work responsibilities, confident and flexible in my approach to work, with the ability to prioritise assignments and work to strict deadlines. I possess a wealth of experience in administrative management, understanding and delivering to their requirements and ensuring a pleasant human relationship experience through excellent interpersonal and technical abilities.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Relationship Management Specialist
GLOMOBILE
Cotonou, Benin Republic
09.2016 - 08.2017
- Monitor and educate customer’s usage/credit limit/bill payment on regular basis and propose improvement/simplifications where required.
- Monitor customer trends and take appropriate actions to improve on customer usage and loyalty.
- Develop, implement and monitor a feedback system to address customer queries and/or issues that are received through telephone, email or fax.
- Ensure/co-ordinate timely resolution of customer queries and/or issues by concerned department, intervene as well as escalate where required.
- Make weekly calls, as well as monthly visits, to develop and maintain good relationship between VIP customers and Globacom.
- Perform e-marketing of new services with customers and prospective customers weekly.
- Monitor and provide customer feedback to management with suggestions for improvement/simplification where required.
- Conduct random checks on quality and speed of customer query resolution including treating request out of normal company channel and address them on SOS basis.
- Give weekly/monthly reports for management review and take appropriate follow up action.
Sales and Customer Services Executive
Globacom Limited
Lagos , Nigeria, Nigeria
09.2010 - 01.2016
- Marketing and Sales – leading the sales and marketing drive and ensuring revenue generation and profitability.
- Brand Visibility – ensuring that the company’s brand retains a commanding and unassailable presence in its territories.
- Feedback – Providing feedback and advising Management on policies and decisions that affect the direction of the Organization.
- Capturing and relaying EMERGENT strategies’ to management.
- Educates customers to ensure they understand the features of the various services, products and accessories available.
- Introduction of special products for our esteem customers, to enable them meet their business objectives and target.
- Actualizes sales of company products and collects cash (payment) from customers.
- Ensures that all customers’ documents submitted for the acquisition of contract lines are forwarded to Customer Care for vetting according to the laid down procedures.
- Resolution of customers issues in a professional manner using specialized application, escalation of such issues to other units if need be.
- Ensure customers are aware of the different value-added services as well as their costs and benefits.
- Ensure that all customers in the shop are given proper and adequate attention.
- Assists customers with queries and payment difficulties.
- Generates and submit sales reports to the manager on a daily basis.
- Ensures that all customers are satisfied at all times.
- Keeps proper daily records of cash and all transactions.
- Reconcile cash/invoice with the daily sales.
- Ensures all information on cash handling must be communicated daily to the Shop Manager.
- Implements company procedures and practices to eliminate/minimize cost and losses.
- Providing would class service to our customers through personal interactions and organized forms.
- Ensure sales target are met.
Customer Care Representative
Globacom Limited
Lagos, Nigeria, Nigeria
06.2010 - 09.2010
- Customer Care – attending to all customer queries, resolving or escalating issues to back office for final resolution.
- Data Management – ensuring that all customer interactions are captured on Siebel and all customer details safely documented for easy referencing and management record.
- Marketing of company products through all available channels.
- Prevention of churning by deploying programs that ensures customer loyalty Introduction of special products for our esteem customers, to enable them meet their business objectives and target.
- Providing would class service to our customers through personal interactions and organized forms.
- Provide up to date, accurate and appropriate information to customers.
- Update CRM systems for each interaction for building relationship with clients and providing a link for the next interaction.
- Up selling VAS and enhancing revenue.
- Educate and promote new schemes and value added services.
- Seeking inputs and update subscriber information as required.
- Log service requests for action.
- Generate leads and forward to sales function.
- Optimum utilization of CRM systems/tools.
- Project a sophisticated image of GLOBACOM to subscribers.
Administrative Officer
W Hotels, Hotel Management Services
Lagos , Nigeria, Nigeria
10.2005 - 11.2006
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Codified office structures and processes to promote teamwork and performance.
- Interpreted management directives to define and document administrative staff processes.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
- Established and updated work schedules to account for changing staff levels and expected workloads.
English & Literature in English Instructor
Zarumai Model School, Minna Niger State (NYSC)
Minna, Niger State
09.2004 - 08.2005
- English & Literature in English Instructor, Conduct class/subject teaching activity in line with approved teaching scheme, plans and policies.
- Monitor learning by students and provide feedback on the appropriateness and completeness of teaching scheme and plans.
- Identify pupils with special learning needs and liaise with Remedial teacher to develop appropriate remedial responses.
- Maintain discipline in classes, apply approved sanctions for misdemeanours only and escalate all major issues promptly to the Supervisor.
- Provide overall pastoral care and oversee development of individual students.
- Grade students’ tests and examinations.
- Monitor and report on an ongoing basis individual student progress and accomplishments Establish and maintain contact with parents/guardians as necessary to provide feedback on performance and ensure responsiveness to individual students needs.
- Contribute to maintaining good teaming and collaborative environment in Zarumai Model School.
Education
Masters - Managerial Psychology
University Of Ibadan
2010
Masters - Public Administration
Obafemi Awolowo University
2009
B.A - Classical Studies
University of Ibadan, Nigeria
2004
Skills
- Competent user of Windows XP, The Microsoft Office Suite applications such as Microsoft Word, Excel and other specialist systems
- Ability to learn independently,
- Excellent interpersonal skills and communication skills
- Excellent oral / written presentation skills
Certification
- P- account/Siebel/BSCS Software Applications Training
- Nokia/Samsung Products Training
- 3G Technology/Configuration Applications (ALCATEL/ HUAWEI)
- Interswitch POS Applications
- NGBSS Training
- Training on Excellent Customer Service skills
- Sales Skills trainings
- Mobile Money Transactions Training (UBA, Stanbic IBTC, ECOBANK)
- RIM Applications Training
References
Available on Request
Timeline
Customer Relationship Management Specialist
GLOMOBILE
09.2016 - 08.2017
Sales and Customer Services Executive
Globacom Limited
09.2010 - 01.2016
Customer Care Representative
Globacom Limited
06.2010 - 09.2010
Administrative Officer
W Hotels, Hotel Management Services
10.2005 - 11.2006
English & Literature in English Instructor
Zarumai Model School, Minna Niger State (NYSC)
09.2004 - 08.2005
Masters - Managerial Psychology
University Of Ibadan
Masters - Public Administration
Obafemi Awolowo University
B.A - Classical Studies
University of Ibadan, Nigeria
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