A customer service and communications professional with 10+ years of experience across banking, real estate, and digital publishing. Adept at delivering exceptional client experiences while producing high-quality written content for diverse audiences. Skilled in stakeholder engagement, editorial management, and cross-functional collaboration, with strong certifications in communication, negotiation, copywriting, and ISO standards.
Hi, I’m
TOLUWALASE OLAWUNMI SOLANKE
CLIENT SERVICE EXECUTIVE/WRITER/EDITOR
Lagos
Summary
Overview
15
years of professional experience
5
Certifications
Work History
Lekki Gardens Real Estate
Client Service Manager
10.2024 - Current
Job overview
- Manage daily client interactions and coordinate project updates.
- Supervise team members, prepare business reports, and conduct quarterly reviews.
- Organize client site visits to foster trust and ensure transparency.
- Developed and implemented client engagement strategies that enhanced customer satisfaction and fostered long-term relationships.
- Managed a cross-functional team to streamline service delivery processes, resulting in improved operational efficiency.
- Analyzed client feedback and service metrics to identify trends, driving targeted improvements in service offerings.
- Facilitated training sessions for new staff, enhancing their knowledge and skills to support exceptional client service.
- Coordinated with various departments to resolve client issues swiftly, ensuring a seamless customer experience and retention.
- Established performance metrics to monitor service delivery, enabling data-driven decision-making and continuous improvement.
- Facilitated cross-functional collaboration between departments to streamline service delivery and optimize client satisfaction.
- Led initiatives to gather client feedback and adjust service offerings, resulting in improved client experiences and loyalty.
Geeky Nigeria
Senior Editor
01.2024 - Current
Job overview
- Led editorial projects by coordinating content schedules and ensuring adherence to deadlines, enhancing publication efficiency.
- Mentored junior editors, fostering skill development and improving team collaboration, resulting in higher quality content.
- Conducted in-depth reviews of submitted articles, ensuring accuracy and coherence, which elevated overall publication standards.
- Developed and implemented editorial guidelines that streamlined processes and improved content consistency across platforms.
- Utilized content management systems to organize and track editorial workflows, enhancing productivity and transparency within the team.
- Analyzed reader feedback and industry trends to inform content direction, contributing to more relevant and impactful publications.
- Oversaw story pitches, assignments, final revisions and layouts.
- Trained contributors, editors, associates and designers on expectations, processes and organization style guidelines.
- Mentored junior editors, fostering professional development and skill enhancement.
- Collaborated with writers to refine content, ensuring clarity and adherence to style guidelines.
Authors Writer
Editor / Proofreader
01.2022 - 01.2024
Job overview
- Edited and proofread fiction and non-fiction works.
- Developed editorial calendars and improved publication workflows.
- Provided detailed feedback to authors to enhance storytelling quality.
FCMB (First City Monument Bank)
Customer Service Officer / Manager
01.2014 - 01.2023
Job overview
- Handled 25+ client interactions daily with a 95% satisfaction rate.
- Resolved issues promptly, improved service efficiency by 65%.
- Compiled customer feedback reports and supported process improvement.
- Led customer service initiatives, resulting in improved response times and enhanced customer satisfaction across multiple channels.
- Trained and mentored a team of customer service representatives, fostering a collaborative environment that improved team efficiency.
- Analyzed customer feedback and implemented process improvements, driving higher service quality and operational effectiveness.
- Developed and maintained customer service protocols, ensuring compliance with industry regulations and organizational standards.
- Collaborated with cross-functional teams to streamline service delivery, enhancing overall customer experience and operational workflows.
- Conducted regular training sessions on customer service best practices, increasing team knowledge and service delivery consistency.
- Developed and maintained customer service protocols, ensuring compliance with industry regulations and organizational standards.
- Managed escalated customer issues, utilizing problem-solving skills to resolve conflicts and reinforce customer loyalty.
STB MCCANN
PR & Event Planning Intern
01.2011 - 11.2011
Job overview
- Assisted in event planning and client relations for marketing campaigns.
- Supported media communication and press release coordination.
- Internship
- Coordinated logistics for multiple events, ensuring seamless execution and enhancing brand visibility across various platforms.
- Developed and maintained relationships with vendors, resulting in improved collaboration and resource availability for events.
- Assisted in creating promotional materials, which increased event attendance and engagement among target audiences.
- Edited and distributed press releases to media outlets, successfully generating coverage and raising brand awareness.
Education
Babcock UniversityOgun
Bachelor of Arts from Mass Communication
05.2001
University Overview
Skills
Customer service expertise
Certification
Mastering the Art of Effective Communication
Timeline
Client Service Manager
Lekki Gardens Real Estate
10.2024 - Current
Senior Editor
Geeky Nigeria
01.2024 - Current
Editor / Proofreader
Authors Writer
01.2022 - 01.2024
Customer Service Officer / Manager
FCMB (First City Monument Bank)
01.2014 - 01.2023
PR & Event Planning Intern
STB MCCANN
01.2011 - 11.2011
Babcock University
Bachelor of Arts from Mass Communication
05.2001