TEMITOPE ILORI
Ikeja
Summary
A meticulous professional with over half a decade of experience in customer service and resolution, specializing in process enhancement, management, and customer experience elevation. Demonstrated expertise in handling high-volume inbound calls, collaborating with internal teams, and delivering exceptional customer service. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Zonal IELTS, Customer Experience Representative
IDP/IELTS
Ikeja GRA, Lagos
10.2024 - Current
- Assist customers in navigating the website and providing technical support.
- Analyze customer feedback to identify areas of improvement for the company.
- Coordinate with other departments to ensure customer requests were addressed promptly.
- Maintain up-to-date knowledge of product updates and changes to help customers make informed decisions.
- Ensure customer satisfaction by responding to queries quickly and accurately.
- Collaborate with marketing team on campaigns designed to enhance customer engagement.
- Track key performance indicators related to customer satisfaction such as call resolution time, first contact resolution rate.
Contact Center Agent
International Development Program Education Ltd.(IDP)
IKEJA GRA
07.2023 - 10.2024
- Delivered top-notch customer service for study abroad inquiries, language testing, and visa assistance.
- Managed high-volume inbound calls promptly and professionally.
- Developed and implemented processes and procedures to enhance call center operations.
- Collaborated with internal teams to resolve inquiries and ensure a seamless customer experience.
- Kept abreast of updates on study abroad programs, visa regulations, and language testing requirements.
Customer Service Representative
First Bank of Nigeria
Ojodu, Berger
06.2018 - 06.2022
- Assisted in the timely preparation of customer and regulatory reports.
- Ensured prompt local funds transfer while maintaining excellent customer service.
- Processed collection transactions swiftly on all payment and collection platforms.
- Escalated non-conforming requests and reported them to the appropriate areas for authorization.
- Remitted and/or settled funds using an in-house system to fulfill client requests.
Zonal Team Lead, Customer Experience
Adron Homes and Properties Ltd
Omole Phase 1
12.2016 - 06.2022
- Motivated and supported agents through feedback from the Quality Assurance team, monitoring their success periodically.
- Promoted sales and generated revenue.
- Managed a team of over 50 customer experience agents, ensuring proper training for new staff.
- Liaised with resolution units to close out pending complaints and requests promptly.
- Prioritized and processed customer complaints and requests received via phone calls and email platforms.
Civic Education Teacher
QUEEN OF THE ROSARY SECONDARY SCHOOL (NYSC)
Nsukka
10.2015 - 10.2016
- Facilitated discussions among students on controversial issues related to politics and public policy.
- Created interactive activities to engage student learning in civics and government.
- Provided instruction on topics such as voting rights, civil liberties, and the Constitution.
- Developed and implemented lesson plans to teach students about the history, structure, and function of government.
Education
Bachelor's Degree - Mass Communication
Olabisi Onabanjo University
Ago-Iwoye01.2015
Skills
- Strong organizational and time management skills
- Exceptional communication and interpersonal skills
- Ability to work independently and as part of a team
- Expertise in customer relationship management
- Exceptional leadership and team management skills
- Proficiency in the MS Office Suite
- Critical thinking
Certification
- Customer care and complaint management, Antigi eLearning platform, 01/01/2024
- Asserting yourself in the workplace, polishing your skills for excellent customer service, difficult people: why they act that way and how to deal with them, Phillips outsourcing, 01/01/2018
Awards
Best Client Service Officer across all branches in Nigeria, Adron Homes & Properties Ltd, 01/01/17
Languages
English
First Language
Referees
Available on request
Timeline
Zonal IELTS, Customer Experience Representative
IDP/IELTS
10.2024 - Current
Contact Center Agent
International Development Program Education Ltd.(IDP)
07.2023 - 10.2024
Customer Service Representative
First Bank of Nigeria
06.2018 - 06.2022
Zonal Team Lead, Customer Experience
Adron Homes and Properties Ltd
12.2016 - 06.2022
Civic Education Teacher
QUEEN OF THE ROSARY SECONDARY SCHOOL (NYSC)
10.2015 - 10.2016
Bachelor's Degree - Mass Communication
Olabisi Onabanjo University