Customer Service Front Desk

KABEERAT OGUNSINA

Lagos, Nigeria 080******** ********@*****.***

Focused customer service professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering 5 years of experience in related roles, as well as passion for always improving numbers, enhancing knowledge and exceeding expectations. Skills

Brand awareness

Event coordination

Regulatory compliance

Product organization

Sales strategics

Scheduling

Data management

Appointment setting

Quality standards adherence

Data analysis

Work History

Customer Service Agent 2024-07 till date

123 Recruitment and Training United Kingdom (Remote)

● Communicate with current and potential clients via telephone, email, online chat, or social media.

● Listen attentively to questions/concerns and respond promptly with resolutions according to company guidelines.

● Maintain a courteous and calm demeanour at all times to de-escalate stressful situations.

● Document personal information to create, update, or adjust customer accounts.

● Prepare call-related information for auditing and reporting purposes.

● Provide and respond to feedback about any aspect of the job.

● Answer inbound calls or generate outbound calls, including cold calling to follow up on orders.

Sales Representative 2015-05 - 2024-07

CBR Fabrics, Lagos, Nigeria

● Sales Target Achievement: Consistently exceeded monthly and quarterly sales targets, contributing to a 20% increase in company revenue over the past year.

● Market Analysis: Conducted market research and competitor analysis to identify trends and opportunities, providing valuable insights for product development and pricing strategies.

● Lead Generation: Implemented targeted lead generation strategies, resulting in a 30% increase in qualified leads within the first six months of employment.

● Sales Presentations: Created persuasive sales presentations, both in-person and virtually, to showcase product features and benefits to potential clients.

● Negotiation and Closing: Utilized strong negotiation skills to secure contracts and agreements with clients, closing deals worth an average of NGN 2 million monthly.

● Team Collaboration: Collaborated with the marketing team to develop effective sales campaigns and promotions, resulting in a 15% increase in customer engagement.

● Training and Development: Provided training and mentorship to junior sales representatives, helping them improve their sales techniques and product knowledge.

Back Office Agent 2015-01 - 2015-05

ISON BPO DUGBE, Ibadan, Oyo State

● Participated in weekly team meetings to develop better plans and revise proper protocols to meet objectives

● Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team

● Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service

● Ensured accurate responses to questions and inquiries by maintaining advanced product knowledge

● Educated customers on product and service details and information

● Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response

● Provided basic technical support resolving issues for clients on variety of company products

● Monitored service capabilities and collaborated cross-functionally to ensure needs were met and escalated issues were resolved

● Managed quality assurance program including on site evaluations, internal audits and customer surveys

● Ensured compliance with policies and quality standards to maintain consistency in quality of services

● Initiated timely response to emails, voicemails and written correspondence

● Achieved client confidence and protected operations by keeping information confidential

Airtel Call Centre Representative 2012-11 - 2014-12 ISON BPO DUGBE, IBADAN, Oyo State

● Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge

● Followed through on all critical inter-departmental escalations to increase customer retention rates

● Applied highly effective selling skills while properly engaging and presenting solutions to customers

● Performed data entry with latest software to record call notes, suggestions and questions

● Investigated and resolved customer inquiries and complaints quickly

● Met all customer call guidelines including service levels, handle time and productivity

● Responded to customer requests, offering excellent support and tailored recommendations to address needs

● Cross-trained and provided back up for customer service managers

● Assessed caller accounts to determine benefits, identify service needs and resolve issues

● Handled over 100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services

● Educated customers about billing, payment processing and support policies and procedures

● Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions

● Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs

● Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction by 95%

● Maintained up-to-date knowledge of product and service changes NATIONAL YOUTH SERVICE CORPS (NYSC) 2011-07 - 2012-06 Local Government Comprehensive Secondary School, Kabba, Kogi state

● Administered assessments to determine each student's specific educational and social needs

● Kept students on-task with proactive behavior modification and positive reinforcement strategies

● Collaborated with other faculty members to review data and develop instructional strategies to address student learning objectives

● Enhanced student learning by optimizing wide range of instructional approaches and innovative classroom activities

● Boosted student morale through positive reinforcement to motivate students

● Implemented and encouraged debate-style classroom environment to increase student engagement and promote critical thinking

● Prepared lesson plans according to assessment of student needs and learning ability

● Assisted in developing student-led after-school tutoring program to teach under-privileged students

Industrial Trainee 2009-06 - 2009-12

NATIONAL AGENCY FOR FOOD AND DRUG ADMINISTRATION, Yaba, Lagos State

● Quantifying and qualifying the active ingredient in cosmetics and drug products

(using ultraviolet spectrophometer (U.V), high performance liquid chromatography

● Analysis of active ingredients in food product (using Atomic Absorption Spectrophometer, Gas chromatography)

● Organized information by studying, analyzing, interpreting and classifying data

● Ensured compliance with policies and quality standards to maintain consistency in quality of services

Education

Bachelor of Technology: Pure And Applied Chemistry 2005-09 - 2010-11 Ladoke Akintola University of Technology - Ogbomoso, Oyo State (Second Class Upper) Command Day Secondary School - Odogbo, Ibadan, Oyo State 1998-09 - 2004-06 Tim-Carol Sunrise Nursery & Primary School - Iwo Road, Ibadan 1992-09 - 1998-07 Trainings

● LEAD Training Programme: Team Up, Customer at Heart and Energy at Work (Phase 1)

● LEAD Training Programme: Customer Experience, Communication Skills and Soft Skills

(Phase 2)

● Certificate of Recognition

● Best Quality Score Agent in ISON BPO

● Professional Membership

● Member Nigerian Institute of Management

Hobbies

I love reading different kinds of books. I enjoy analyzing information to find patterns. Teaching is something I find fulfilling because I get to share knowledge and inspire others. Referees

Available upon request

Contact this candidate