Executive Assistant Customer Service
Resume:
Seyanu Olaoye
Senior Executive Assistant
Profile
In my role as a Support Engineer in May 2018, I provided solutions to customer’s issues, collaborate with Internal teams when issues require higher authority and analyze customer’s requirement to give the best advice. In less than (1) year, I was promoted to Technical Lead (March 2019); the first point of contact in terms of knowledge transfer to engineers. As a Contact Center Agent in 2017, I started with placing calls to customer (outbound), I took control of my calls with confident, exceptional multi-tasking capabilities, cross selling and up selling often and being able to work under pressure, exceeding my targets daily. Rewarding my hard work and exceptional effort displayed, I was promoted to receiving calls
(inbound) in barely (5) weeks I commenced work. Attending promptly, effectively and efficiently to customers enquiries, requests, orders and complaints, thereby identifying and escalating properly customers issues with stellar services always.
As an Administrative officer in 2016/17, under World Mission Agency, I contributed immensely towards providing exceptional support to my line manager and co- workers which increased the overall efficiency with over 50%. I also demonstrated excellent abilities in the collation of confidential details, ensuring information obtained were rightfully stored and easily accessible by the line managers and other colleges. In the year 2014/15 as a business developer in Konga Online Store, I led a good number of successful business transformation work streams one of which included the migration of the firm’s product catalogue into an online inventory.
The project was successful completed resulting in 34% increase in online sales volumes & a 84% improvement in customer feedback from online surveys
During my Industrial training 2011/12, as a junior member of the team of business analyst, I was responsible for the collation of customer details to support the formulation of marketing database. I undertook an audit of the existing processes and discovered it was suboptimal ridded with waste inefficiencies. In conjunction with the key stakeholders, I led the processes of eliminating waste and inefficiencies.
Employment History
Senior Executive Assistant to the Managing Partner at Olajide Oyewole LLP, Lagos
August 2019 — Present
• Assist the Managing Partner with planning, documenting and delivery of Firm-wide goals and strategic planning.
Details
*******@*****.**.**
Skills
Leadership Certificate Course –
WOFBI
General Data Protection
Regulation (GDPR).
DLA Piper Anti Bribery &
Corruption Training Course
Customer Service
10 Soft Skills You Need.
Hobbies
Am sociable, enjoy playing
football, traveling and meeting
new people.
Languages
English
• Assist the Managing Partner to prepare and compile management reports and presentations focused on the Firm’s productivity and operations, while exercising good judgment and discretion with highly confidential information.
• Facilitate and coordinate with the Partners for all Partners’ meetings and prepare presentations and meeting material as required.
• Manage key projects with the goal of delivering every project on time, within budget and within scope.
• Liaise with the internal finance team in preparing expense reports and budget management.
• Coordinate logistics for various meetings.
• Maintain schedules for weekly management meetings.
• Communicate with internal parties, stakeholders and liaise with Partners and Associates as required.
• Prepare and ensure minutes of meetings are accurate and undertake prompt follow-up of actionable items from the meeting.
• Assist the Managing Partner with prioritization of professional commitments.
• Review and prioritize communications (electronic, oral and written) and determine appropriate action to take, including responding directly, preparing draft response for the Managing Partner’s review or delegating to other team members for response preparation as instructed.
Technical Lead at TEK EXPERTS, Lagos
March 2019 — July 2019
• Delivered end to end general foundation package for new employees and support team managers on high level technical recovery and follow up resolution after the fact.
• Assisted to the global/regional best practices sessions in order to add value from a process perspective on how to improve performance in specific processes across the regions.
• Supported shadowing and side by side timing during the training period. Including assessments and daily feedback to Team Managers about potential performance risks.
Support Engineer at TEK EXPERTS, Lagos
April 2018 — March 2019
• Took ownership and closed customers support requests as assigned with various support tools provided.
• Communicated with various colleagues to speed up support resolutions via Skype for Business and Microsoft Teams.
• Compile analyze customer’s requirements to give the best advice and resolve their query and documented my support functions via Microsoft Outlook, Excel and Word.
Customer Service Rep (Virtual Sales Force - Contact Centre) at- WORKFORCE GROUP - OUTSOURCED TO: Sterling Bank Plc, Nigeria, Lagos
October 2017 — April 2018
Duties (Inbound and Outbound)
• Making sure that all enquiries on first contact with customer are resolved and escalated to the appropriate unit when necessary.
• Ensuring all calls placed to customers are answered according to the bank’s standard.
• Attending to customers queries, requests, orders and complaints immediately as well as Cross selling and up selling to customers when necessary.
Administrative Officer at World Mission Agency, United Kingdom, Luton
June 2016 — May 2017
• Preparing travel arrangements for office staff and managers; overseeing and preparing expense reports and budgets.
• Coordinating building and maintenance issues for general repair
(heating and air conditioning, security, etc.) and updating (carpet cleaning, painting, etc.).
• Monitoring incoming and outgoing mail; signing for packages from USPS, FedEx or UPS; receiving mail and packages from couriers and delivering to proper recipient.
Graduate Business Development Analyst at Konga Online Shopping Mall, Nigeria, Lagos
November 2014 — September 2015
• I made sure that, images, products & problematic Trackers are updated on the go (real time update) and that the configurable item number corresponded with the item at hand.
• I made checks regarding the simple item number were only used when items did not have a configurable item number.
Education
Msc International Business & Management, University of Bedfordshire, Lagos
September 2015 — March 2017
My dissertation was focused on the impacts of employee motivation and familiarity with the host country on market performance in multi-national organization, placing emphasis on the internal and external challenges multinational organizations encounter during this stage and how it could positively or negatively influence the market performance of the organization.
Bsc Business Administration, Caleb University, Lagos September 2009 — June 2013
My final year thesis focused on the development of a cashless economy in 3rd world economies, my body of work focused on the Nation Nigeria exploring the impact and barriers of a cashless economic policy in such a diverse & challenging economic framework. The study was successfully completed and the outputs contributed to a few economic papers published on this subject matter by my senior supervisors.
Courses
Customer Relationship Management., Management Institute February 2014 — September 2014
Certified Customer Service Professional., Management Institute February 2014 — September 2014
References
References available upon request
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