Customer Service Sales

MAXWELL Damilola Rotimi

**, *** *****, ****** ******, Magodo Phase 1, Isheri, Lagos. Tel: 080********, 070********, Email ***********@*****.***

OBJECTIVE/PROFILE

To be a key player in achieving the organization’s goals while working with other team players, putting in my experience and skills in business management. I hope to have an outstanding positive impact in the business sector both in Nigeria and the world at large.

I am a result-oriented individual with good interpersonal communication skills. I have the ability to adapt to work environments with a sound analytical mind with little or no supervision to deliver services within the required time frame. I love to interact with people and thus exchange ideas.

PERSONAL DATA

Sex: Male

Date of birth: June 8, 1985.

Marital Status: Married.

State of Origin: Ogun State.

Nationality: Nigerian

EDUCATION

B.A (Hons.) HISTORY AND DIPLOMATIC STUDIES, 2006-2011, OLABISI ONABANJO UNIVERSITY (OOU), OGUN STATE.

DIPLOMA- IN- LAW, 2002-2005, OLABISI ONABANJO UNIVERSITY (OOU), OGUN STATE.

WORK EXPERIENCE

QUALITY ASSURANCE SUPERVISOR AT AVANTGARDE MANAGEMENT SERVICES (MAY 1ST 2016 TILL DATE)

-As a QA supervisor at AMS my responsibilities includes quality call monitoring, coaching and training of call consultants/customer service representatives on the Lagos State emergency helpline (112/767), continuous communication evaluation, conducting assessment test for fresh intakes etc.

QUALITY ASSURANCE SUPERVISOR AT CONTACT SOLUTIONS LIMITED, ILUPEJU (SEPTEMBER 2015 – APRIL 2016)

-Supervision of 250 customer service consultants working on Multichoice Nigeria telemarketing campaigns on churn/existing clients. I was also training new intakes on the projects etc.

QUALITY ASSURANCE ANALYST (QA) AT CONTACT SOLUTIONS LIMITED, ILUPEJU INDUSTRIAL ESTATE, LAGOS, (MARCH 2015 –SEPTEMBER 2015 )

-Charged with the responsibilities of grading all customer service representatives working on various clients customer management projects, presentation of monthly evaluation score card (Agents monthly performance review), coaching and training of customer service reps on product awareness, professional skills, work ethics, abilities, and communication skills, making sure service level agreement (SLA) terms and conditions are maintained.

CUSTOMER SERVICE OFFICER/AGENT AT CONTACT SOLUTIONS LIMITED, ILUPEJU INDUSTRIAL ESTATE, LAGOS, (MARCH 10, 2014 TO FEBUARY 28, 2015).

-Call Centre Agent on British American Tobacco (BAT) Helpline.

-My duties included receiving customer’s calls, proffering solutions to their problems, taking records of their comments, answering their questions, and providing adequate information about the entire brands/products manufactured by the company.

-My responsibility was also to fill each customer’s relationship management electronic data page (CRM) in order to keep records of all customer’s details, complaints, enquiries and suggestions.

-My goal is to satisfy the customers and make them become loyal consumers

OLUYOLE ESTATE GRAMMAR SCHOOL, OLUYOLE ESTATE, IBADAN, OYO STATE. (2012-2013).

-Teaching students on social studies, impacting moral values, as well as giving motivational talks on general assembly.

-I also carried out duties such as preparing lesson notes for various classes, making class notes, test and exams scripts and recordings marks per term and making yearly cumulative.

-I pioneered price given ceremonies at the school to encourage hard working students to do better. This has greatly improved my human resource skills.

ADDITIONAL CERTIFICATION AND TRAINING

CERTIFIED CONTACT CENTRE QUALITY ANALYST (CCQA) 2015.

QAI Global Institute. January, 2014.

Agent plus Certification for Frontline Customer Service Professionals

Nigerian Institute of Management (Chartered) December, 2013.

Certificate of Graduation and Proficiency in Management

INFORMATION TECHNOLOGY (IT) SKILLS

-Proficient in Microsoft Office Suites (Power point, Excel, Outlook, Word Doc etc.) Internet research methodology and other basic IT paraphernalia.

LANGUAGES

Proficient in YORUBA (MOTHER TONGUE)

Proficient in ENGLISH (COMPUTER BASED TOEFL SCORE: 223, JULY 1, 2004)

SKILLS AND ABILITIES

Management

-I am an excellent people motivator with good interpersonal relationship skills. I have good organizational and book-keeping skills. I have further training in management and basic accounting.

- I have obtained a graduate and proficiency certificate in Management of the Nigerian Institute of Management.

Law/Legal Skills

-I have basic legal knowledge through my diploma in Law. This legal consciousness has always come into play when dealing with cooperate affairs. I am able to provide legal opinions on company policy issues, both within and outside any company when I am required to do so.

Sales

-I engage in the art of selling with relative ease. My confidence in marketing abilities has a practical basis and has grown over several years to an entrepreneurial spirit. I worked closely with my business oriented father from childhood with his car-parts business. I have been involved in sales during under graduate years to support my finances with products ranging from wears to gift items.

Communication

-I possess good communication and negotiation skills including good command of the English and Yoruba languages. My relational abilities have been improved by additional training in peace keeping and diplomatic negotiations (obtained through BA degree). These have become very handy in sales, customer relations, and other areas of business affairs.

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