KABEERAT OMOROLA OGUNSINA

Address *, ***** ******, ********* ***-Stop, College Road, Ifako Ogba, Lagos, LA

Phone 080********

E-mail adjs48@r.postjobfree.com

Focused customer service professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering 5 years of experience in related roles, as well as passion for always improving numbers, enhancing knowledge and exceeding expectations.

Skills

Brand awareness

Excellent

Event coordination

Excellent

Regulatory compliance

Excellent

Product organization

Excellent

Sales strategics

Excellent

Scheduling

Excellent

Data management

Excellent

Appointment setting

Excellent

Quality standards adherence

Excellent

Data analysis

Excellent

Work History

2015-01 - 2015-05

Back Office Agent

ISON BPO DUGBE, Ibadan, Oyo State

Participated in weekly team meetings to develop better plans and revise proper protocols to meet objectives

Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team

Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service

Ensured accurate responses to questions and inquiries by maintaining advanced product knowledge

Educated customers on product and service details and information

Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response

Provided basic technical support resolving issues for clients on variety of company products

Monitored service capabilities and collaborated cross-functionally to ensure needs were met and escalated issues were resolved

Managed quality assurance program including on site evaluations, internal audits and customer surveys

Ensured compliance with policies and quality standards to maintain consistency in quality of services

Initiated timely response to emails, voicemails and written correspondence

Achieved client confidence and protected operations by keeping information confidential

2012-11 - 2014-12

Airtel Call Centre Representative

ISON BPO DUGBE, IBADAN, Oyo State

Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge

Followed through on all critical inter-departmental escalations to increase customer retention rates

Applied highly effective selling skills while properly engaging and presenting solutions to customers

Performed data entry with latest software to record call notes, suggestions and questions

Investigated and resolved customer inquiries and complaints quickly

Met all customer call guidelines including service levels, handle time and productivity

Responded to customer requests, offering excellent support and tailored recommendations to address needs

Cross-trained and provided back up for customer service managers

Assessed caller accounts to determine benefits, identify service needs and resolve issues

Handled over 100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services

Educated customers about billing, payment processing and support policies and procedures

Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions

Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs

Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction by 95%

Maintained up-to-date knowledge of product and service changes

2011-07 - 2012-06

NATIONAL YOUTH SERVICE CORPS (NYSC)

Local Government Comprehensive Secondary School, Kabba, Kogi state

Administered assessments to determine each student's specific educational and social needs

Kept students on-task with proactive behavior modification and positive reinforcement strategies

Collaborated with other faculty members to review data and develop instructional strategies to address student learning objectives

Enhanced student learning by optimizing wide range of instructional approaches and innovative classroom activities

Boosted student morale through positive reinforcement to motivate students

Implemented and encouraged debate-style classroom environment to increase student engagement and promote critical thinking

Prepared lesson plans according to assessment of student needs and learning ability

Assisted in developing student-led after-school tutoring program to teach under-privileged students

2009-06 - 2009-12

Industrial Trainee

NATIONAL AGENCY FOR FOOD AND DRUG ADMINISTRATION, Yaba, Lagos State

Quantifying and qualifying the active ingredient in cosmetics and drug products (using ultraviolet spectrophometer (U.V), high performance liquid chromatography

Analysis of active ingredients in food product (using Atomic Absorption Spectrophometer, Gas chromatography)

Organized information by studying, analyzing, interpreting and classifying data

Ensured compliance with policies and quality standards to maintain consistency in quality of services

Education

2005-09 - 2010-11

Bachelor of Technology: Pure And Applied Chemistry

Ladoke Akintola University of Technology - Ogbomoso, Oyo State

Graduated with Second Class Upper Division

1998-09 - 2004-06

Command Day Secondary School - Odogbo, Ibadan, Oyo State

1992-09 - 1998-07

Tim-Carol Sunrise Nursery & Primary School - Iwo Road, Ibadan

Trainings

LEAD Training Programme: Team Up, Customer at Heart and Energy at Work (Phase 1)

LEAD Training Programme: Customer Experience, Communication Skills and Soft Skills (Phase 2)

Certificate of Recognition

Best Quality Score Agent in ISON BPO

Professional Membership

Member Nigerian Institute of Management

Hobbies

Reading, Analyzing and Teaching

Refrees

• Dr. Adeoye

LAUTECH,

Ogbomosho Oyo State.

080********

• Mr. Gibson Okpara,

ISON BPO,

Ibadan Oyo State

080********

Contact this candidate