Customer Service Experience

OLAOSEBIKAN, Olajuwon Angela *************@*****.***

Lagos, Nigeria +234(0)903*******

PROFESSIONAL SUMMARY

Empathetic and Proficient Customer Service and Sales Professional with Six years’ experience delivering exceptional customer experience and client management services to corporate and private walk-in, telephone and virtual customers in the FMCG, e-commerce, Corporate and retail banking, Fashion industries. An expert negotiator, problem solver and communicator, Angela is renowned for her leadership and her ability to harmonize cross-functional teams in resolving client issues and delivering on client timelines, she brings empathy, exceptional contract management, documentation, Client Relationship Management, up-selling and cross-selling, Microsoft Office and communication skills to bear in optimizing order lead times and improving customer retention by prioritizing customer satisfaction.

CORE COMPETENCIES

Customer Service Customer Support Negotiation/Conflict Resolution Remote work Contract Management Negotiation Microsoft Office Telephone Etiquette Customer Education Problem Solving Leadership Data Entry Empathy Telephone Etiquette Sales, Marketing & Upselling Documentation WORK EXPERIENCE

Customer Service Assistant Flour Mills of Nigeria Plc. March 2021-Date As a Customer Service Assistant at the Lagos factory of this leading FMCG multinational, the job description includes but is not limited to;

• Receiving and processing customer orders promptly and accurately, issuing invoices and receipts after confirming payments with finance department, ensuring that all relevant details are captured and communicated to the production and logistics teams.

• Handling customer inquiries, complaints, and requests in a professional and timely manner, providing satisfactory resolutions to ensure customer satisfaction.

• Collaborating with quality control teams to address any product quality issues or concern/complaints raised by customers, ensuring that corrective actions are taken promptly to maintain product quality standards.

• Monitoring inventory levels, coordinating with production and logistics teams to ensure adequate stock availability to fulfill customer orders on time.

• Maintaining accurate records of customer orders, invoices, shipping documents, and other relevant paperwork in compliance with company policies and regulatory requirements.

• Coordinating logistics partners to arrange transportation within and outside Lagos State, tracking shipments, and ensuring timely delivery of products to customers' locations. Achievements

• Recognized in April of 2022 with Outstanding Employee Performance Recognition with Salary raise and incentive for cash bonus for surpassing sales target for first quarter in 2022 Customer Service Representative Jumia Nigeria January 2020- January 2021 As a Customer Service Representative at an outlet of this E-commerce multinational, the job description included but was not limited to;

• Responding to approximately 50 customer inquiries daily about product details, availability, pricing, and specifications, ensuring accurate and helpful information is provided to facilitate purchasing decisions.

• Assisting customers in tracking their orders, providing real-time updates on shipment status, estimated delivery times, and any delays or issues affecting delivery.

• Handling returns, exchanges, and refunds according to company policies, processing requests efficiently and ensuring a seamless customer experience.

• Addressing customer complaints, concerns, and feedback in a professional and empathetic manner, working to resolve issues to the customer's satisfaction while upholding company policies and standards.

• Providing basic technical support to customers experiencing difficulties with the website, mobile app, payment processing, or other digital platforms, escalating complex issues to the appropriate teams for resolution Micro-Lending Officer Sytiamo Technology Limited September 2019- December 2019 As a Micro-Lending Officer at this non-bank microlending institution, the job description included but was not limited to;

• Identifying and reaching out to potential microloan clients, especially Market women, petty traders and other Small and Medium Scale enterprises, through various channels such as community outreach programs, partnerships, and bulk texting digital marketing.

• Assessing loan applications, reviewing financial documents, and evaluating applicants' creditworthiness to determine their eligibility for microloans.

• Conducting thorough credit analysis to understand applicants' financial situations, assess risk levels, and determine appropriate loan amounts, interest rates, and repayment terms.

• Coordinating daily and or weekly collection of loan repayments, keeping precise records of cash collected and effecting deposits to the bank.

• Building and maintaining positive relationships with microloan clients, providing personalized assistance, guidance, and support throughout the loan application process and repayment period.

• Facilitating the disbursement of approved microloans to clients, ensuring timely and accurate processing of funds to support their financial needs and business activities.

Sales Representative Corporate Styles & Alternative, Lagos, Nigeria June 2018- June 2019 As a Sales Representative at this unisex fashion house, the job description included but was not limited to;

• Creating an overall welcoming customer experience, by handling virtual and physical client questions, guiding walk-in clients through catalogues in making clothing and accessory purchase decisions that fit their body style and personal brand.

• Addressing customer inquiries, concerns, and feedback in a professional and timely manner, resolving issues to the customer's satisfaction and ensuring a positive shopping experience.

• Building and maintaining relationships with private and corporate customers through attentive service, follow-up communication, and personalized recommendations, fostering loyalty and repeat business; Cold-calling potential and existing clients monthly keeping them abreast with available clothing, accessories and payment plans.

• Processing customer transactions accurately and efficiently using the point-of-sale (POS) system, handling cash and credit card payments, and providing receipts and invoices as needed. Achievements

• Recognized in January of 2019 with Outstanding Employee Performance Recognition with product and cash bonus for surpassing sales target for last two quarters in 2018 by 50%. Bulk teller Guarantee Trust Bank November 2015- November 2016 As a Bulk teller at this innovative banking institution, the job description included but was not limited to;

• Processing large volumes of cash transactions accurately and efficiently, including deposits, withdrawals, and currency exchanges.

• Providing friendly and professional customer service to private and corporate clients conducting bulk transactions, addressing inquiries, and assisting with their banking needs.

• Recording and documenting all cash transactions accurately in the banking system, maintaining detailed records for audit and compliance purposes.

• Adhering to regulatory requirements and internal policies governing cash handling procedures, including anti-money laundering (AML) and Know Your Customer (KYC) regulations.

• Resolving discrepancies, errors, or issues related to cash transactions promptly and effectively, ensuring customer satisfaction and compliance with banking standards.

• Following strict security protocols to safeguard cash assets and protect against theft, fraud, or unauthorized access to sensitive information.

MEMBERSHIPS

2022 Nigerian Institute of Management Member

EDUCATION

2023 University of Ibadan, Oyo State Post Graduate Diploma (Business Administration) 2020 NYSC, Ogun State Certificate of Completion of National Service 2018 The Oke-Ogun Polytechnic, Saki, Oyo State Higher National Diploma (Public Administration) 2015 The Polytechnic Ibadan, Oyo State National Diploma (Public Administration) TRAININGS AND CERTIFICATIONS

2022 Alison.com Developing a Customer Care Culture Certificate 2021 Coventry University Emotional intelligence Certificate 2021 Alison.com Diploma in Sales Management

REFERENCES

Available upon Request

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