Motunrayo Ayeni

Customer Service Representative

Lagos State, Nigeria

+234**********

ad4tdr@r.postjobfree.com, LinkedIn

Experienced and customer-oriented professional with diverse skills, dedicated to exceeding customer expectations and contributing to company success. Possessing over 3 years of proven experience, consistently achieving a customer satisfaction rating exceeding 75%. Proficient in offering technical support with an 80% first-call resolution rate. Committed to delivering exceptional service and fostering long-term customer connections. AREAS OF EXPERTISE

● Empathy and Emotional

Intelligence

● Problem-solving

● Positive Attitude

● Customer

Communication

● Time Management

● Technical Proficiency

● Conflict Resolution

● Team Collaboration

● Adaptability

PROFESSIONAL EXPERIENCE

Wealthplus Geomatics Nigeria Limited Ado-Ekiti, Nigeria Customer Success Manager Mar 2021–till date

● Utilized customer feedback analysis to pinpoint common concerns and opportunities for enhancements, leading to a 15% growth in customer satisfaction scores within 12 months.

● Worked with cross-functional teams to incorporate customer feedback into company services, successfully implementing 5 new features tailored to customer needs and suggestions.

● Established and nurtured strong relationships with clients, stakeholders, and industry partners, resulting in a 20% rise in repeat business.

● Addressed concerns promptly, leading to a 30% reduction in client escalations, and fostered long-term partnerships, resulting in a 40% increase in strategic collaborations and business opportunities.

Crownlink Computer Technology Lagos, Nigeria

Technical Support Specialist April 2021–Dec 2023

● Delivered assistance and support to users facing technical issues with computer systems, achieving an 80% first-call resolution rate and reducing average handling time by 20%.

● Diagnosed and troubleshooted problems, guiding users through solutions, resulting in a 15% decrease in escalated issues to higher-level support.

● Responded to customer inquiries with a 24-hour average resolution time, maintaining a customer satisfaction rating of over 70% and reinforcing the company’s professional image.

● Continuously updating knowledge of technical systems. This proactive approach to staying informed and up-to-date on technology trends resulted in a 20% improvement in the efficiency and effectiveness of technical support provided. Broad Hospital and Maternity Home Lagos, Nigeria

Pharmacy Assistant/Customer Service Representative Jun 2012–Oct 2013

● Provided friendly and courteous assistance to patients when they dropped off their prescriptions, resulting in an 80% patient satisfaction rating through customer feedback surveys.

● Ensured accurate and timely processing of prescriptions, leading to a 20% reduction in prescription processing time and a 25% decrease in prescription errors.

● Responded to customer inquiries in person, over the phone, and via email regarding prescription status, medication availability, and related concerns with an average response time of 2 hours, leading to a 30% increase in customer satisfaction.

● Resolved customer issues or complaints promptly and professionally, resulting in a 15% increase in customer loyalty and a 20% decrease in medication error-related complaints. EDUCATION

THE FEDERAL POLYTECHNIC, ADO-EKITI Feb 2013–Nov 2018 Mining Engineering (Upper Credit)

CERTIFICATION

On-Demand IT Skills Training

Digital Witch Support Community Feb 2024

Customer Service Foundation

Linkedin Mar 2024

Customer Success Management Fundamentals

Linkedin Mar 2024

Technical Support Fundamentals

Coursera Mar 2024

ADDITIONAL SKILLS

● CRM software, G Suite, Microsoft applications, Slack, Data Entry, Technical Troubleshooting, Sales Skills, Documentation Skills, Product Training, Tech Savy.

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