Hi, I’m
SHOPEYIN KOLADE
Customer Care Representative
Lagos
Summary
Dedicated to delivering outstanding customer satisfaction through exceptional service and unwavering support. Expertise in leveraging customer service best practices while identifying and implementing tailored solutions to meet diverse customer needs. A proactive approach ensures every interaction is efficient and fosters long-term relationships. Passionate about enhancing the customer experience and driving organizational success through a commitment to excellence.
Overview
12
years of professional experience
Work History
Airtel Telecommunication Nigeria - Techmahindra BSG
Customer Service Representative
01.2016 - 12.2024
Job overview
- Managed customer support through calls, emails, and live chat, tackling inquiries regarding network issues, billing, SIM services, and data plans with professionalism and empathy.
- Realized high customer satisfaction scores by diligently listening, quickly identifying problems, and providing effective solutions during first interaction.
- Oversaw average of 250 customer interactions daily while meeting performance targets including response time, call quality, and issue resolution.
- Guided customers through SIM registration upgrades and troubleshooting processes utilizing Airtel systems like CRM and self-service platforms.
- Engaged with team members and supervisors to escalate technical challenges and confirm timely follow-ups for unresolved cases.
Fit N Inspire Venture
Sales Manager
12.2013 - 04.2016
Job overview
- Exceeded sales objectives by carefully selecting and training a dedicated sales team. Fostered a constructive work environment to boost motivation and performance. Prioritized target achievement through strong team-building initiatives.
- In addition to sales and management roles, facilitated improvements in boutique marketing strategies.
- Oversaw top-performing sales team to achieve regular overachievement of quarterly revenue objectives through effective sales strategy deployment and reinforcement of client connections.
- Devised and deployed extensive sales strategies, elevating market share and expanding customer base throughout multiple sectors.
- Mentored and instructed sales representatives to advance product knowledge and boost closing ratios, contributing to enhanced overall team performance.
Ebonyi State College of Education
Graduate Teaching Assistant
11.2012 - 11.2013
Job overview
- Coordinated academic support initiatives for faculty and students, elevating overall learning experience through efficient communication and resource management.
- Contributed to creation and execution of research projects optimizing data collection, analysis, and report preparation.
- Directed administrative activities involving scheduling, managing correspondence, and maintaining records to improve departmental workflows.
- Organized study groups and tutoring sessions enhancing student comprehension and academic performance in complex subject areas.
- Worked alongside faculty to construct instructional materials and presentations ensuring adherence to curriculum objectives.
Education
Global Banking School (GBS Malta)St Julian, Malta
MBA from Project Management
01.2026
Federal University of AgricultureAbeokuta, Ogun State, Nigeria
Bachelor of Science from Soil Science And Land Management
10-2012
Skills
- Excel data analysis expertise
- Effective visual communication using PowerPoint
- Skilled in Microsoft Word document creation
- Team collaboration
- Customer engagement
- Sales experience
- Project coordination
LANGUAGES
ENGLISH advanced
Yoruba
Timeline
Customer Service Representative
Airtel Telecommunication Nigeria - Techmahindra BSG
01.2016 - 12.2024
Sales Manager
Fit N Inspire Venture
12.2013 - 04.2016
Graduate Teaching Assistant
Ebonyi State College of Education
11.2012 - 11.2013
Global Banking School (GBS Malta)
MBA from Project Management
Federal University of Agriculture
Bachelor of Science from Soil Science And Land Management