ADELEKE, WAKILAT ROMOKE

*, ******* ********, *******, *****

ad2k3x@r.postjobfree.com 070********, 070****-****

CAREER SUMMARY

Smart and result-driven Customer Service Executive with over four (4) years of cognate experience within the fintech space. Passionate about excellent customer service delivery and overall user experience. A stellar communicator, planner and problem solver who excels in prioritizing and meeting tight deadline without compromising the quality of work. Fast learner with the ability to solve complex problems quickly and efficiently to ensure companies are operating at optimal level.

SKILLS

Excellent communication skills - both written and oral

Possesses can-do attitude and ownership mentality

Excellent sales, customer care and administrative skills

Good eye for detail with excellent planning and organization skills

Data-driven customer service delivery and product optimisation

Proficient in the use of Microsoft Office - Word, Excel, and PowerPoint

WORK EXPERIENCE

Purple Group, Lekki, Lagos Dec 2020 – Present

Customer Service Associate

Promote and cross-sell products to new and existing customers. Providing customers with answers with care led to a CSAT survey of about 85%, surpassing the company’s standard.

Sold >40,000 products without return within 18months and implemented retargeting marketing strategies thereby increasing the company’s customer base by over 30%.

Manage an average of 30 calls daily and ensure conversion to sales and adoption of the online store’s products and services which significantly contribute to the company’s earnings growth.

Actively create product contents that drive customer engagement for the online store. Boosted after-sales services by ensuring customers are satisfied and communicating new products.

Jumia Experience Centre, Lagos Feb 2020 – Dec 2020

Telesales Representative

Handled 90+ calls daily with duties including signing up new customers, retrieving customer data and presenting product relevant information.

Increased sales by contacting potential or existing customers to inform them about a product or service using scripts in a professional manner.

Achieve an average of 85% customer satisfaction rating. Cross sold and up-sold items on the website appropriately at the shortest possible time.

Increased customer satisfaction month-on-month by closing out products enquiries and ensured that complaints are escalated to appropriate department.

Properly recorded calls and sales taking note of useful information that can be used to improve efficiency of the tele sales processes and manual.

Jumia Experience Centre, Lagos Oct 2019 – Jan 2020

Customer Service representative

Handled complaints, provided appropriate solutions and alternatives within the time limits and follow up to ensure resolution which increased customer referrals.

Provided knowledgeable answers to customer phone and e-mail inquiries regarding products and brand and assisted clients on order-on-line which increased retention.

Followed-up on all customer requests to ensure the brand provides the highest level of customer service. Managed ongoing customer relationships utilizing our CRM tools.

Assisted customers with after-sales service issues and ensured to communicate concisely company policies to client which strengthened clients’ relationship.

Loban Genius School, Lagos 2017 – 2019

School Receptionist

Improved flow of work by answering phone calls and transferred to correct location and was prompt to scheduled appointments and reservations as needed.

Organized school schedule and calendar and published for staff and students and preformed administrative duties thereby increased operational efficiency.

Eliminated interruptions in school activities by ordering supplies for both office and classrooms ensuring all supplies are in stock and was much-admired for efficiency.

Communicated with teachers, staff, and students regarding school news and changes to the schedule or calendar which reduced communication gaps.

Awarded Loban Genius School Employee of the year for consistently meeting management targets and increasing the goodwill of the school which increased revenue.

National Youth Service Corps, Anambra State 2015 – 2016

Biology and Basic Science Teacher

Assisted students in resolving career misconceptions, providing career advice to students which increased student’s interest in pursuing their education.

Organized seminars on HIV/AIDS, teaching students how to prevent and manage the disease appropriately while eschewing stigmatization.

Taught over 70+ students Basic Science and Biology, increasing their interest in the subject while improving their grades throughout the session.

EDUCATION

Lagos State Polytechnic, Ikorodu 2009 - 2014

HND, Microbiology: Upper Credit Division

CMS Girls Senior Grammar School 2003 - 2006

West African Council Examination

CERTIFICATIONS

Google Digital Marketing

Alison Customer Service Skills

REFERENCES

Available on Request

Contact this candidate