IDOWU JADESOLA ADURAGBEMI

No ** Rafiu Crescent, Mafoluku Oshodi, Lagos State

Tel: +234**********, +234**********

Email: adj3wq@r.postjobfree.com

LinkedIn: https://www.linkedin.com/in/jadesola-idowu-931b8019b PROFILE

A Detail Oriented Professional with experience in customer service and customer dispute resolution. Manages and improves customer product experience and maintains healthy relationship with customers. Thrives at working independently and with team in delivering set targets and driving operational effectiveness. Seeks a new and challenging work environment with career prospects. KEY COMPETENCES

• Proficient in CRM & FINACLE software

• Attention to details

• Conflict resolution

• Problem solving skills

• Team building / Leadership

• Product Knowledge

• Advanced Microsoft Excel skills (VlookUp etc)

• Time management

• Accurate reporting and analytics

• Empathy

• Excellent communication skills

• Customer Centric

WORK EXPERIENCE

First Bank Nigeria Limited, Iganmu-Lagos

Resolution Tracking Officer (Team Lead Relief), FirstContact– First Shared Services; Oct 2019 – till date

• Spool consultant logs on CRM (Calls, Email, Social Media).

• Follow up on logs to ensure they are logged correctly and queued to the resolving unit.

• Ensuring prompt resolution of complaint within specified turnaround time (TAT).

• Ensures all customer request and complaint are resolved in a timely manner.

• Resolve complaint on CRM once resolution is provided.

• Correct logs that were logged inappropriately and call the attention of consultant to avoid further error.

• Make outbound calls to customer and give feedback on status of their complaint/request.

• Give report and analysis of data to team lead/supervisors.

• Training new consultants.

• Undertaking trainings for adequate product knowledge. First Bank Nigeria Limited, Iganmu-Lagos

Call Center Agent, FirstContact– First Shared Services; May 2019 – October 2019

• Attend to customer calls/emails and redirect them when necessary.

• Log customer’s complaint, enquiries and request on CRM for adequate tracking.

• Rendering reports of work done to Quality Assurance at the end of each shift.

• Up to date knowledge of business products and value proposition.

• Ensuring prompt resolution of complaint within specified turnaround time (TAT).

• Undertaking trainings for adequate product knowledge.

• Identify customers’ needs and ensure customer satisfaction.

• Ensures call center operations further company strategic plan are in accordance with the policies and procedures.

First Bank Nigeria Limited, Marina-Lagos

Dispute Resolution Officer: E-Product Operations – First Shared Services; September 2017 – May 2019

• Resolving complaints using conciliation and Alternative Dispute Resolution best practices.

• Investigating unresolved complaints, as required

• Undertaking training and improving on the job.

• Identifying key issues arising from a dispute, and gathering and analyzing relevant information.

• Undertaking formal investigations.

OTHER WORK EXPERIENCES

• Physical and Health Education Teacher, Nochele Nursery and primary school, Aninri Local government, Enugu state 2016

• Physical and Health Education Teacher, Ndeaboh community high school, Aninri Local government, Enugu state 2016 – 2017

• Physical and Health Education Teacher, Federal Science and Technical College, Yaba; 2015-2015 EDUCATION

• BSc. Ed. Human Kinetics and Health Education, University of Lagos, Akoka, Yaba; 2016

• Senior Secondary School Certificate, Efire Community High School, Ogun State; 2010 CERTIFICATIONS, TRAININGS AND AWARDS

• Contact Centre Team Lead Certification Training Programme 2020

• Effective Contact Centre Agent Certification Training Programme 2019

• General Workplace Safety (HSE LEVEL 1), Institute of Occupational Safety and Health, UK; 2017

• Environmental Management (HSE LEVEL 2), Institute of Occupational Safety and Health, UK; 2017

• Risk Assessment and Supervision (HSE LEVEL 3), Institute of Occupational Safety and Health, UK; 2017

• National association for physical health education, Recreation, sport and dance Napher-SD sport week. Silver award in Basketball Sept 1st – 5th 2014

• National association for physical health education, Recreation, sport and dance Napher-SD sport week. Gold award in Futsal Sept 1st – 5th 2014

• Citizenship and Leadership Training Center, Federal Ministry of Youth Development; Sea school, Apapa, Lagos - state 2012-2013

INTERESTS

Reading, writing and Sports (Table tennis, basketball, soccer and aerobics) Referees: Availiable on request

Contact this candidate