CRM
ORIYOMI ADEWALE
Customer Service
9 Euba Street Fadeyi,Lagos
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
6
6
years of professional experience
10
10
years of post-secondary education
3
3
Certifications
Work History
Customer Service Manager
Humber International Limited
Surulere, Lagos
11.2020 - Current
- Build, establish and maintain open lines of communication with agents, technical support and other units to facilitate problem solving.
- Identify process improvement opportunities to increase efficiency and effectiveness of team while maintaining an exceptional level of service to the customer.
- Provide continuous training to contact center agents to enhance both personal and business intelligence.
- Create processes to capture, analyze, leverage and share customer insights in order to improve overall customer experience.
- Provide consistent support to agents by serving as a reliable resource for information and resolving customer issue to ensure satisfaction.
- Evaluate and monitor interactions with customers to ensure professionalism on the part of the agents and guaranteed accuracy in information dissemination.
- Develop, implement and manage social media strategy.
- Develop and monitor standards for customer support channels emails, social media to improve quality, minimize errors and track operational performance.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Increased customer retention by developing and offering unique discount options while driving interest in new product lines.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Spearheaded customer satisfaction survey and analyzed results to make action plans.
- Completed special projects by using effective decision making, critical thinking and time management skills.
Senior Customer Service Officer
MSport
Ajao, Lagos
10.2019 - 10.2020
- Respond to wide range of customer queries via phone, e-mail and live chat using zendesk.
- Accept complex issues, prioritizing and implementing appropriate solution in line with company guidelines.
- Educate customers on various market options and products available.
- Ensure customer complaints are dealt with efficiently and take responsibility for resolving or escalating problem in timely manner.
- Keep abreast all company products and tools to ensure all customer queries can be answered effectively.
- Processed daily, weekly, and monthly service reports.
- Make outbound calls to get customer feedback and improve customer satisfaction.
- Motivated the team to achieve high standards and KPI targets.
- Trained team members on customer experience and customer satisfaction.
- Managed the social media accounts and maintained social media presence.
- Created contents for social media posting.
- Created google sheets for reports documentation, presentation and slides for analysis.
- Build sustainable and relationships of trust through open and interactive communication with customers.
- Compile reports on overall customer satisfaction.
- Mentored new employees while supporting complex dedicated suite of products and services.
- Developed employee skills development guidelines to deliver best-in-class customer experience.
- Initiated execution of care responses as main point of contact with consumer escalation events.
- Strengthened customer relationships and authored strategies to provide positive experience for customers.
Customer Care Consultant
Smile Communications
Ibadan, Oyo
03.2018 - 10.2019
- Make outbound calls to churned clients in order to win them back to the network.
- Manage large number of inbound calls in timely manner.
- Maintain composure and patience in face of difficult customer situation.
- Reviewed and managed messages posted by customers on websites.
- Frequently attend training to increase knowledge and performance level.
- Attended to emails from customers and prospective clients.
- Handling new client enquiries and acting as the face of the business.
- Dealing with and resolving problems and issues which arise.
- Mentoring and training up junior and new staff.
- Build sustainable and relationships of trust through open and interactive communication with customers.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Described product highlights and benefits to help guide purchasing decisions.
KYC Officer
Smile Communications
Ibadan, Oyo
07.2018 - 09.2018
- Performed the required KYC screenings on customers, document the information obtained on the client's as required by NCC KYC procedures.
- Reviewed all required KYC Regulatory requirements for clients and analyze any transactions that appear unusual based on the customer profile.
- Analyzed customer’s account and verify the accounts that met the NCC KYC standard.
- Escalate account that does not meet NCC KYC standard to Regional Sales Manager.
- Keep detailed records of all registered customers on the network.
- Performed appropriate and confidential handling of sensitive information.
- Reviewed contracts for compliance and privacy-related issues.
Customer Care Representative
ISON BPO, MTN PROCESS
Ibadan, Oyo
07.2015 - 01.2018
- Respond promptly to customer and resolve customer queries, requests and complaints through the use of CRM
- Handled large number of incoming calls and proffer solutions to customer inquiries, request and complaints.
- Manage accounts of MTN High Valued Customers.
- Listen carefully to customer, verify, show empathy when needed and proffer solution to customer queries.
- Keep record of customer inquiries, complaints, comments and maintain high confidentiality.
- Provide technical support for customer, troubleshoot and escalate unresolved queries and complaints.
- Provide accurate information using provided work tools in line with company’s policy.
- Contributed to good customer service.
- Generated over five million naira on FCMB and Diamond bank payment channel.
- Maintained a 100% satisfaction rating over four years as a customer care consultant.
- Received promotions for excellent customer service.
- Trained new staff on how to manage and attend to customers.
- Resolved concerns with products or services to help with retention and drive sales.
Education
MBA - view
Ladoke Akintola University of Technology
B.Tech (Hons) - Science Laboratory Technology
Ladoke Akintola University of Technology
01.2007 - 01.2012
Secondary School Leaving Certificate - undefined
Supreme Pillars College, Lagos
01.2000 - 01.2005
Data Analytics - Data Analytics
Avi Power BI
Online 10.2021 - Current
Skills
Inter-department collaboration
Certification
Digital Marketing
Software
Slack
Spreadsheet
Microsoft Office
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The supernatural is the natural not yet explained.
Elbert Hubbard
Timeline
Data Analytics - Data Analytics
Avi Power BI
10.2021 - Current
Digital Marketing
10-2021
Instagram Marketing Basics
08-2021
Certified Customer Success Manager
02-2021
Customer Service Manager
Humber International Limited
11.2020 - Current
Senior Customer Service Officer
MSport
10.2019 - 10.2020
KYC Officer
Smile Communications
07.2018 - 09.2018
Customer Care Consultant
Smile Communications
03.2018 - 10.2019
Customer Care Representative
ISON BPO, MTN PROCESS
07.2015 - 01.2018
B.Tech (Hons) - Science Laboratory Technology
Ladoke Akintola University of Technology
01.2007 - 01.2012
Secondary School Leaving Certificate - undefined
Supreme Pillars College, Lagos
01.2000 - 01.2005
MBA - view
Ladoke Akintola University of Technology
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