OMOTOLA OMOTOSO
Customer Service Professional
Lekki, Lagos,Lagos
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Skills
Quality services
Overview
10
10
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Education
Bachelor of Science - Accounting And Finance
Lagos State University
Lagos 09.2008 - 09.2012
Work History
IT User Support Services
ProcentricIQ Limited (Outsourced to Nigerian Ports Authority)
Marina, Lagos
02.2019 - Current
- Provided technical support for first call resolution of 75+ reported
issues weekly via telephone, email, and customer support application. - Handled 50+ calls per day to address customer inquiries and concerns.
- Participated in team-building activities to enhance working relationships.
- Part of 3 man team that is responsible for monitoring ports
Network Operations Centre and escalating to the right team when an
issue arises. - I serve as the first point of contact for employees experiencing
technical issues relating to hardware and software and logging them
using the appropriate support platform. - Provided after hours and on-call support as required and ensured
24x7x365 availability for production support - Resolved 100+ support tickets weekly with a 94% satisfaction rate
Customer Service Executive
Personnel, South Shore Women's & Children Hospital
Victoria Island , Lagos
02.2017 - 12.2018
- I was part of the team responsible for maintaining a good relationship with the organization's clients
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Corresponded with delinquent customers to collect payments and make billing arrangements.
- Asked open-ended questions and researched issues in system to resolve various customer billing errors.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Described product and service details to customers to provide information on benefits and advantages.
- On daily basis, i am responsible for resolving complaints, determine the cause of the complaint , select and explain the best solution to solve these problems.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
- Processed customer adjustments to maintain financial accounts.
Customer Service/Call Center Agent
Outcess (Outsourced to Aitel Nigeria)
Lekki, Lagos
08.2016 - 10.2017
- Build customer interest in the service and product offered by the company
- Educate customer on new existing products on the network
- Effective and professional Brand cross selling of company products & services.
- Meet or exceed monthly performance goals including quality, adherence, sales target and others.
- Provide accurate product information and serve as a knowledgeable resource for customer.
- Follow through on commitments made to customers in the course of selling.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Customer Support/Content Quality Assistant
OLX Nigeria
Ikeja, Lagos
03.2015 - 07.2016
- Used coordination and planning skills to achieve results according to schedule.
- Led projects and analyzed data to identify opportunities for improvement.
- Worked with customers to understand needs and provide excellent service.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Carried out day-to-day duties accurately and efficiently.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
Airtel Data MIT
Airtel Nigeria
Ikeja, Lagos
07.2014 - 02.2015
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Prepared variety of different written communications, reports and documents
- Used coordination and planning skills to achieve results according to schedule
Teacher
NYSC
Abeokuta, Ogun State
06.2013 - 06.2014
- Managed a class of 15 pupils
- Communicated frequently with parents, students and faculty to provide feedback and discuss instructional strategies.
- Planned and implemented integrated lessons to meet national standards.
- Reviewed curriculum and devised alternate approaches to presenting lessons to increase student understanding.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
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