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Customer Service Sales

Newark, New Jersey, United States
November 02, 2018

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Adenike Agunsoye

Dealer Manager Executive - Multichoice Nigeria ltd

Newark, NJ


Work Experience

Dealer Manager Executive

Multichoice Nigeria ltd - Lagos, NG

June 2016 to Present

Provide expert direction and guidance on customer experience activities, including monthly Net Promoter Score reporting and analysis

Supervise and mentor a team of dealer customer staffs, who embody the customer's voice and perspective in their respective departments

Develop content to drive new ideas, collaborating with teams to develop customer-focused activities, performing communication reviews, and tracking feedback and return on customer experience

Front desk Executive

Multichoice Nigeria ltd - Lagos, NG

November 2014 to June 2016

Manage all aspects of help desk operations.

Develop and deliver performance reviews.

Monitor help desk scheduling and attendance.

Coordinate professional and technical development. Design and prepare executive-level presentations to customers and leadership. Recommend and drive refinements of customer cohorts, promotions, campaigns, and messaging based on data evidence Manage third party vendors.

Collaborate with customer communications, operations, call center and field teams for flawless execution across all customer touch points.

Customer Service Representative

Multichoice Nigeria ltd - Lagos, NG

January 2012 to November 2014

Customer-focused customer service professional with strong in-bound and out-bound call center experience.

Expert knowledge of Pay-tv communications products and services. Effective delivery of world class customer service and build customer satisfaction and loyalty. Effective and timely resolution of a range of customer inquiries. Active and efficient one-call resolution of customer issues. Take a data-driven approach to all strategies through partnership with the customer service team. Assist in the development of annual retention marketing plans, including creative strategies, communication strategies, offer strategies, media tactics, and expense allocations. Churn and Retention Representative

Multichoice Nigeria ltd - Lagos, NG

June 2011 to December 2011

Lagos, NG June 2011 to December 2011

Planning and maintaining all retention marketing programs. Identify opportunities & implement tactics to maximise revenue and minimise churn among existing customer bases.

Work with various teams to create and launch retention campaigns/programs, driving loyalty and revenue.

Analyse and report monthly on usage patterns, churn, customer base trends, and customer retention and promotion projects and initiatives.

Design marketing campaigns aimed at retention and value preservation. Build close relationships with other business functions including Product teams. Monitor changes and keep updated on the organisation's products or services. Work with the Seniors within the team to ensure the continuous development and training for the team.

Hotel Receptionist

Genesis Resort

November 2008 to June 2011

Control advance booking and reservations

Receive mails and direct them to the guests in the hotel Receive the payment for accommodation

Allocation of rooms

Compilation of guest bills

Storage of records

Handling of client taxi requests

Safe keeping of client valuables

Handling guest requests like providing extra beddings or offering a certain kind of food. Secretary/Receptionist/Bookkeeper

Jontanna Investment Ltd - Lagos, GU

November 2003 to July 2006

Assist accountant in recording, reconciling and auditing accounting data.

• Prepare and disburse payments to vendors via Finance Edge.

• Post transactions involving cash receipts, disbursements and/or accounts payable and receivable to ledger accounts.

• Properly code charges for posting cost.

• Assists the accountant in the preparation of financial statements, cost reports and bank reconciliations as needed.

• Interpret contracts provisions in order to identify allowable/nonallowable expenditures.

• Check and review audited vouchers to ensure accuracy and conformance to established accounting procedures.

• Resolve problems regarding budget limitations, allocations or modifications and prepare necessary documentation.

• Provide technical assistance on the preparation of reimbursable documents to the contractors, subcontractors or other agencies.

• Serve as a receptionist.

• Assist in filing duties.

• Answer telephones, direct calls and take messages.

• Open, sort and route incoming mail and prepare outgoing mail.

• Greet and welcome each visitor in a friendly, warm and professional manner.

• Ensure that Administrative Office and Reception area are organized and clean.

• Operate multi-line telephone system to answer, screen and forward calls, take messages, and provide information.

• Confer with MadgeTech customers to provide information about products and services, create accounts, or to obtain details of customer inquiries.

• Accurately enter sales orders received by phone, email, fax and the sales team.

• Contact MadgeTech customers to respond to inquiries and follow-up on sales orders.

• Keep records of MadgeTech customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as corrective action.

• Determine charges for product and services requested and arrange for payment terms.

• Follow through to ensure that appropriate changes are made to resolve customer inquiries.

• Review backlog regularly to ensure accuracy and work with necessary departments to release order hold discrepancies.

• Interface with some aspects of the organization including accounting, manufacturing and sales.

• Perform in a timely manner other job-related duties, specific projects and tasks, as assigned by management.

• Ensure export compliance planning by reviewing US Export Regulation changes to determine impact on company.


BSc. in Tourism Studies

National Open University of Nigeria

November 2008 to January 2014

Diploma in Tourism and Hospitality management

Hotel Solution Institute of Tourism and Hospitality Management - Kingdom, NY July 2010 to December 2010



Key Competencies:

• Ability to perform a multi job function with high attention to detail.

• Self-Starter.

• Organized and able to multitask.

• Adapt well to a fast pace ever changing environment.

• Portray a positive, supportive attitude.

• Ability to work creatively with strong problem-solving skills and ability to manage multiple, changing priorities and demands.

• Strong analytical skills required to resolve issues and problems with a minimal amount of supervision.

• Excellent internal and external customer service skills.

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