OCTOBER ****

****

JULY **** - Till Present

AUGUST 2022 - JUNE 2023

ADEGBOYEGA FAKOYA

Princess Street, Idumagbo Avenue, Lagos Island, Lagos State.

(+234)815-***-****. (+234)802-***-**** • ad4nvi@r.postjobfree.com OBJECTIVE

Dedicated and results-driven customer service professional with a proven track record in cultivating strong client relationships and delivering exceptional service. Skilled in communication, problem-solving, and team leadership, I am eager to leverage my expertise to enhance customer satisfaction and contribute to organizational success. EDUCATION

HOUDEGBE NORTH AMERICAN UNIVERSITY BENIN

BACHELOR OF SCIENCE, SOCIOLOGY

INNOCENT COMPREHENSIVE HIGH SCHOOL

WEST AFRICAN EXAMINATION COUNCIL (WAEC)

CERTIFICATION & TRAINING

● Human Resource Management

● Project Management Professional

● Health Safety and Environment (HSE LEVEL 3)

● General Health and Environment (GHSE 1&2)

● Diploma in Customer Service (ALISON)

● Customer Service & Relationship Management (CSRM)

● Digital Marketing and CRM for Increased Sales (ALISON)

● Introduction to Entrepreneurship, Career Success and Digital Skills (ALISON)

● National Youth Service Corp (NYSC) Discharged Certificate WORK EXPERIENCE

PHASIONPANDA

Customer Service Representatives

● Responding to customer inquiries via phone, email, or chat in a timely and professional manner.

● Providing product information, troubleshooting assistance, and guidance on company policies and procedures.

● Resolving customer complaints and issues effectively to ensure customer satisfaction and retention.

● Processing orders, returns, and exchanges accurately and efficiently.

● Maintaining accurate records of customer interactions and transactions in the CRM system.

● Collaborating with other departments such as Sales, Operations, and Technical Support to address customer needs.

● Identifying opportunities for process improvements and escalating complex issues to management as needed.

● Adhering to company standards for customer service quality, response times, and performance metrics.

● Participating in training programs and staying updated on product knowledge and industry trends.

● Demonstrating empathy, patience, and professionalism in all customer interactions. STRATFORD COMMUNICATIONS LIMITED (TRADE PARTNER MTN NIGERIA) SALES SUPERVISOR

● Formulated and executed strategic sales initiatives aimed at achieving revenue objectives and augmenting market penetration.

● Facilitated cross-functional collaboration to streamline product delivery timelines, thereby enhancing customer satisfaction and promptly resolving any inquiries or concerns.

● Ensured an unparalleled standard of customer service, swiftly addressing issues to uphold high levels of satisfaction and loyalty.

● Served as the ambassador for the company at industry gatherings, adeptly fostering brand recognition and cultivating pivotal client relationships.

● Oversaw the recruitment, supervision, and training of a proficient sales team, leveraging comprehensive sales analytics to drive performance optimization and pinpoint areas ripe for enhancement. NOVEMBER 2021 - FEBRUARY 2022

JULY 2019 - OCTOBER 2021

OCTOBER 2018 - JUNE 2019

OCTOBER 2016 - August 2018

BHOJSONS PLC

AREA SALES MANAGER

● Maintained comprehensive understanding of all Tricycle features and specifications, ensuring expertise in product knowledge.

● Provided regular updates to the General Manager regarding objectives, planned activities, and comprehensive reviews and analyses of performance metrics.

● Collaborated closely with sales staff to devise and execute effective sales and marketing strategies tailored to regional demands.

● Cultivated and nurtured positive business relationships with both clients and customers, fostering long-term partnerships and enhancing brand loyalty.

● Offered expert assistance to customers and promptly addressed inquiries, ensuring exceptional service delivery and customer satisfaction.

FELMAP NIGERIA PLC

CUSTOMER CARE REPRESENTATIVE

● Handled inbound calls, attentively listening to client inquiries and concerns regarding our products, while providing timely and effective solutions.

● Consistently delivered outstanding customer service experiences, adeptly resolving issues and articulating the advantages of supplementary services. Recognized for possessing a positive, intuitive, and client-centric approach.

● Formulated and implemented a customer referral program, resulting in a notable 50% upsurge in referral business and revenue generation.

● Maintained seamless communication with colleagues and senior management to ensure cohesive and comprehensive customer care delivery, fostering a collaborative work environment focused on client satisfaction.

SOCIAL WELFARE SERVICE (NYSC)

SECRETARY TO THE DIRECTOR SOCIAL WELFARE SERVICE

● Managed incoming calls, effectively screening and redirecting them as necessary to optimize office efficiency.

● Engineered and executed a scheduling system resulting in a remarkable 50% enhancement in front office productivity.

● Revamped office organization by implementing streamlined filing systems and enhancing customer database protocols, thereby bolstering operational efficiency.

● Efficiently handled and prioritized all outbound and inbound correspondence, including emails, letters, and packages.

● Monitored office supply inventory levels and collaborated with suppliers to negotiate favorable terms, ensuring cost-effective procurement practices.

POLO RALPH LOUNGE

SALES AND CUSTOMER SERVICE REPRESENTATIVE

● Welcomed patrons to the store, offering prompt assistance and addressing inquiries with professionalism and empathy.

● Handled customer complaints and facilitated product returns, ensuring swift resolution and customer satisfaction.

● Directed the implementation of a comprehensive social media strategy encompassing platforms such as Twitter, Facebook, and Instagram.

● Maintained a deep understanding of the company's product offerings, actively engaging customers in discussions about available options.

● Contributed to a notable increase in monthly sales by diligently familiarizing oneself with the product range and effectively communicating their features and benefits.

● Assessed customer needs and provided personalized assistance and product information to facilitate informed purchasing decisions.

● Offered insights and suggestions to enhance sales performance, including proposing marketing activities and recommending store layout adjustments.

● Tailored product recommendations to match customer preferences and requirements, fostering positive shopping experiences.

● Independently conducted 80-100 daily cold calls, educating potential customers and nurturing relationships to drive sales growth.

● Promoted products both in-store and via phone interactions, leveraging persuasive communication techniques.

● Pioneered the acquisition of new accounts and nurtured existing customer relationships to ensure ongoing sales opportunities and business growth.

ipNX NIGERIA LIMITED OCTOBER 2015 - JULY 2016

TREASURY INTERN

● Facilitated the acquisition of bank statements and data from various banking providers to support financial analysis and decision-making processes.

● Assisted in organizing and maintaining Treasury documentation crucial for supporting portfolio companies' financial operations.

● Performed daily postings of cash activities to accurately track and report on liquidity positions.

● Contributed to the preparation of month and quarter-end journal entries, ensuring compliance with accounting standards and accurate financial reporting.

● Managed filing systems to maintain orderly and accessible records for audit and reference purposes.

● Supported Treasury team with additional tasks as needed to gain exposure to various aspects of treasury operations and financial management.

SKILLS

● Proficient in time management

● Advanced computer proficiency, including Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and Quickbooks

● Demonstrated leadership and management capabilities

● Skilled in conflict resolution

● Exceptional multitasking proficiency

● Extensive experience in high-volume call center environments, managing approximately 30 calls daily

● Exceptional active listening and communication skills

● Proven ability in customer service and sales, incorporating relevant skills such as problem-solving, relationship-building, and product knowledge expertise. VOLUNTEER

● Niola Cancer Care Foundation

● MAKING A DIFFERENCE FOUNDATION

References

Available upon request.

Contact this candidate