Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

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
Oluwatoyin Egbinola