Administrative Management
Resume:
Falaiye, Tounse Opeyemi
** ******* ****** ******, ***-Akari Estate, Isolo,
Lagos.
Cell: +234 802-***-****
Mail: *******@*****.***
Date of Birth: March 14th, 1984.
OBJECTIVE
To solve problems that is relevant to a company’s growth with meaningful contribution to boost organizational objectives as well as achieve managerial goals while seeking self-development, advancement and improvement.
CAREER SNAPSHOT
Over Five years of commended performance in key customer service and support roles.
Over five years of proven result in negotiation, planning, organizing, and control process in a structured organization.
HARD SKILLS
Interpersonal and People Management Skills: proven relationship-builder with unsurpassed interpersonal skills.
Business Orientation: Energetic, creative, innovative, self-motivated and service oriented.
Leadership: Natural Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes and coaches employees to meet high performance standards.
.
Work Skills:
Telemarketing
Multitasking
Effective communication
CRM Champion
Customer service
Leadership
Account Management
Problem-solving Skills: Innovative problem-solver who can generate workable solutions and resolve complaints.
Computer Proficiency: Proficient in the use of MS Office (Microsoft-Word, Excel, PowerPoint, Outlook,)
HOBBIES / INTEREST
Loves music, loves to bake, cook and read.
WORKING EXPERIENCE
Red Dish chronicles culinary school. October 2015 - May 2018
Position held: Culinary administrator/manager
Responsibilities:
Administration: manage and oversee the daily operations of the pastry department
Inventory management: maintain supplies and check stock level
Procurement: Maintain records, review and analyze vendors supplies and price options
Quality assurance: ensure daily orders meet customers’ expectations and ensure compliance with food and health regulations
Customer service: ensure customer satisfaction and perform CSI surveys
Impacting knowledge by teaching methods and techniques of making various cakes, pastries and desserts to both the amateur and professional level of students
MTN Nigeria Telecommunications Limited. March 2011 - May 2014
Position held: Campaign Management Team, Customer Relations
Responsibilities:
Close loop feed-back (Out-Bound)
Telemarketing
Customer Relation Management Champion (CRM)
Effective drive of MTN perfect10 Project
Customer service support/end user support
Effective churn forecasting and quick resolution
Customer retention and Churn management
Working as part of a research team, responsible for generating ideas and proffering cutting edge solutions to the Customer Relations division.
Articulating and discussing findings with other project team members to evaluate validity of findings
Apply the knowledge of various research techniques (such as surveys) in conducting research studies.
Ensuring the integrity of information collected, stored, shared or reported
Coordinate, manage and conduct research studies (making use of the internet, archives, libraries and other sources of information)
Identify issues and generate insights for strategic decision making
MTN Nigeria Telecommunications Limited. July 2010 – Nov 2011
Position held: Online Customer Care Team Lead
Responsibilities:
oIdentify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard
oFollowing through on customers queries (Prepaid and Postpaid) within a minimum time ensuring prompt resolution and feedback
Creations postpaid customers invoice done manually with excel spreadsheet, ensuring the correct details are captured for each customer.
Perform Business Intelligence through customer profiling and information gathering to aid decision making.
Providing After Sales Support
Manage allocated customers account to avoid churn and ensure loyalty
Managing relationship between internal and external customers
Providing proper information regarding customers account, products and services
Escalation of queries to relevant units and follow up
MTN Nigeria Telecommunications Limited. Oct 2009- July 2010
Position held: Online Customer Care Representative
Responsibilities:
oIdentify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard
oProvide First call query resolution
oFollowing through on customers queries (Prepaid and Postpaid) within a minimum time ensuring prompt resolution and feedback
Account management for postpaid subscribers, including verifying and reconciling account details.
Creations postpaid customers invoice done manually with excel spreadsheet, ensuring the correct details are captured for each customer.
Providing After Sales Support
Providing proper information regarding customers account, products and services
Escalation of queries to relevant units and follow up
Young Star Secondary School March 2008 – Feb 2009
(NYSC SCHEME)
Position held: English and Science Tutor
Achievement:
Taught English, Biology, and Chemistry in a class of averagely 60 students.
Proficient in the use of Microsoft Office
Prepared tests and examination questions with Microsoft word and excel.
MOD Education Aug 2007– Feb 2008
Designation – Marketing and Customer Welfare Executive
Proficient in the use of Microsoft Office
Achievement:
Prepared presentations for promotional and marketing activities.
Printing and organizing materials needing for marketing activities.
Sending mails using mail merge to several clients on company data base.
Adding new clients’ information to the Company data base.
ACADEMIC PROFILE
University of South wales (In view)
Master of Business administration
RDC culinary school
Diploma in culinary arts
University of Lagos
Bachelors degree
TRAININGS ATTENDED
Customer satisfaction through service. MTN (HR Exponentials)
Negotiation and persuasion Skills. MTN HR Learning and Development Department (Training)
Effective Communication and Communication Strategies.
MTN HR Learning and Development Department (Training)
How May I Help You. (HMIHY)- MTN HR Learning and Development Department (Training)
REFEREES
Available on request.
Contact this candidate