Customer Care Service

Adeola, Folasade Durodola

** ******** ******* ****** *****-Onifufu, Obawole, Ogba, Lagos State

Tel: +234 813-***-****

Email: ***********@*****.***

PERONAL PROFILE

Organized and detail-oriented individual with efficiency in customer service experience. Understands what is needed to capture customer’s attention. Organized and dependable Customer care professional who excels at processing high volume of error-free transactions for the organization. Qualified call centre agent who deals with customers via a by-the-side approach. Focus on being customer centric and delivering accurate average handling time as a way of achieving company's goal.

EXPERIENCE

Call Centre Agent, Airtel Nigeria,OUTCESS BPO, LAGOS Feb2020- till date

Responsibilities:

Up-Sell and increase sales via telemarketing

Taking JKQ test on monthly basis.

Enabling accurate AHT

Ensure telesales targets are met on daily and monthly basis

Answer outgoing calls and respond to customers emails

Provision customer's line with appropriate offer IDs.

Manage and resolve customer complaints regularly

Identify and escalate issues to a high authority

Provide products and service information to customers

Document all call information on CRM application.

Document and complete call logs and reports

Accomplishments:

.Professionalism in customer care service via by-the-side approach

. Achieved 100% mastery of product and service

. Achieved 100% KPI.

Call Centre Agent, Airtel Nigeria, ISON BPO Ibadan Sep 2017- Dec2019

Responsibilities:

Ensuring accurate average handling time and tagging

Up-Sell and increase sales via telemarketing

Ensure telesales targets are met on daily and monthly basis

Answer Incoming calls and respond to customers emails

Manage and resolve customer complaints regularly

Sell products and place customers’ orders in the computer system

Identify and escalate issues to a high authority

Provide products and service information to customers

Document all call information CRM application.

Route calls to appropriate resources for easy resolution

Document and complete call logs and reports

Accomplishments:

.Professionalism in customer care service via by-the-side approach

. Achieved 100% mastery of product and service

. Achieved 100% quality score.

Agric-Sci Teacher, NYSC, Baptist Middle School, 2, Ede, Osun State. State Oct 2016

Planning and preparing assigned subjects and lessons

Helping students to build ability to work collaboratively with each other

Planning and preparing quizzes and examination for termly evaluation of students

Assist the school Admin team in collation and computing of students results.

EDUCATION

Ekiti State Unviersity, Ado-Ekiti, Ekiti State 2015

B.Sc/Ed Agricultural Science [Second Class Upper Degree]

Illupeju Grammer School, Alugbo, Oyo State (SSCE) 2010

PERSONAL ABILITIES AND SKILLS

Certified Customer Service Personnel (2017)

Multitasking

Qualified in customer servicing

Great upselling skills

Excellent oral and written communication skills

Good knowledge of CRM application.

Excellent managerial and Numerical skills

Great telephone etiquette

Quick learner

Problem solving skills

Team Player

Proficient in Microsoft office tools (word and power point).

Time management ability (prioritizing workload to ensure efficient delivery of targets).

Result driven achiever with planning and organizational skills, along with a high degree of attention to details.

BIO DATA

Gender: Female

Date of Birth: 30th March, 1993

State of Origin: Oyo State

INTERESTS

Talking to clients about products and services, Meeting goals and targets, Sewing & solving challenging issues

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