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
Customer-focused
Exceptional interpersonal communication
Team Building
Telemarketing expertise
Customer Relationship Management Software (CRM)
Personnel training and development
Excellent time management skills
Staff Management
Exceptional telephone etiquette
Effective workflow management
Adherence to high customer service standards
Effective problem solver
CRM
Microsoft Outlook, Word and Excel
Customer Relations
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