Customer Service Representative
Resume:
AWOLAJA OMOLEYE KEHINDE
***, ********* ******, ******* **** Scotland, Uk +447********* ***********@*****.***
Professional Summary
Knowledgeable and Dedicated Manager Lead Management/Customer Service Representative and Business Development officer with extensive experience in the AUTOMOBILE/TELECOMMUNICATION industry. Skilled in Customer service, Account management, Microsoft word, CRM, Strategic planning and social media. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic, and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Accomplishments
Telephone Service - Professionally processed 100+ calls per day, providing information and service to ensure customer satisfaction.
Managed the company all online/offline customers
Managed and supervised the company customer service team
Managed over 5000 leads monthly
Bringing in and managing the company’s 95% international customers across the world
Receiving the best customer service/salesperson award from jan-december
Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Supervised team of 10 staff members.
Meeting target by 105%
Skills
Strong communication and interpersonal skills, as well as the ability to build maintain relationship with a range of people
Multitasking and Prioritization
Creative Problem Solving
CRM Software
Upselling Products and Services
Issue and Complaint Resolution
Responding to Difficult Customers
Building Customer Trust and Loyalty
Time Management
Patient and Empathetic
Establishing and Maintaining Customer Relationships
Inbound and Outbound Calling
Document and Records Management
Excellent Attention to Detail
Strong Analytical and Problem Solving Skills
LiveChat messaging
The ability to work under pressure
Sensitive to different cultures and ways of working
Teamwork skills and the ability to cooperate with others
Work History
Manager, Sales Lead Management/Customer service, 09/2021 to Current
Autochek Nigeria – Lagos, Lagos
Managing the customer service team of 15 staff
Managing 100% of company sales target on lead management
Managing the company customers both online/offline
Assigning leads on CRM
Processing customer’s refund
Supervising the contact rate of leads
Ensuring all customers are being contacted
Managing over 13000 customers on the website
Supervising all inbounds and outbounds call
Ensuring company GMV rise by the quarter with sales
Business Development Officer/Customer Service Associate, 09/2020 to 09/2021
Autochek Nigeria – Lagos, Lagos
Responded to customer inquiries and queries to provide thorough and speedy resolutions.
Organized customer information and account data for business planning and customer service purposes.
Addressed on average 50 inbound customer calls daily.
Addressed on average of 500 whatsapp customers messages daily.
Assign leads(customers) to various representative and department
Built strong relationships with field operations team to support business development opportunities and improve service.
Answered multi-line phones and used active listening skills to assess client's issues and challenges.
Prepared product reports by collecting and analyzing customer needs.
Developed working relationships with internal and external customers
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Senior Customer Service/Telesales Executive, 05/2019 to 09/2020
CHEKI NIGERIA – Lagos, LA
Made average of 50 outbound and inbound calls per day.
Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
Opened new accounts and documented personal, demographic and payment information in system.
Provided information about available products and services including membership details and purchase advantages.
Explained product prices and packages as well as answered questions and addressed concerns of customers.
Established excellent sales ability and strong interpersonal skills with confident and persuasive approach.
Attained 105% in sales targets on monthly basis.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Exceeded goals through effective task prioritization and great work ethic.
Resolved problems, improved operations and provided exceptional service.
Listened to customer needs and desires to identify and recommend optimal products
Increased business sales utilizing product knowledge
CUSTOMER SERVICE Manager/Administrative Officer, 02/2014 to 08/2016
FAB8TH PRODUCTION – Lagos, LA
Supervision of company company operation and its staff.
Booking of halls and vendors for upcoming events.
Organizing of sales events/seminars for the company.
Representing company for scheduled sales meetings.
Answered questions about store policies and concerns to support positive customer experiences.
Listened to customer needs and desires to identify and recommend optimal products.
Customer Service Representative, 06/2013 to 01/2014
TECHNO NIGERIA – Lagos, Lagos
Attending To Customers Complain.
Calling Customers For Follow up.
Making Sure Customers Are Satisfied With Our Services.
Activation of customers mobile phones purchased from techno.
Collecting customers phones for exchange from company.
Recording of goods and products brought to the company.
Preparation of sales monthly and daily reports.
Answered average of 50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
Customer Service/sales Manager, 06/2012 to 08/2012
CONNECT MARKETING – Lagos, LA
Introduced higher standards for customer service and increased efficiency by streamlining operations.
Ensure that customers goods leave the store at the right time with the right quantity.
Customers feedback management.
Preparation of sales monthly reports.
Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Conferred with customers about concerns with products or services to resolve problems and drive sales.
ADMINISTRATIVE OFFICER, 08/2011 to 11/2011
OMAS TECHNICAL LTD – Lagos, LA
Design and assign work schedule in line with customers' orders and deliverables.
Recording of equipment taken daily to depot from safety department.
Verification and reconciliation of orders and payments made by customers.
Carry out any other duties as designated to by superior officer.
Providing Customers support.
Shift planning.
Education
Bachelor of Science: 06/2019
NYSC - LAGOS
CERTIFICATION: CUSTOMER PROSPECTING AND COMMUNICATION, 08/2019
WILSON LEARNING - TOKYO
CERTIFICATION: COUNSELOR SALES TRAINING, 06/2019
WILSON LEARNING - TOKYO
Certification: QMS Quality Management System, 12/2019
HYBRID GROUPS LTD - Lagos
BSc HONORS: PETROLEUM AND GAS ENGINEERING, 08/2018
UNIVERSITY oF LAGOS (UNILAG) - Lagos
DIPLOMA: COMPUTER SCIENCE, 10/2012
LAGOS CITY COMPUTER COLLEGE
Secondary: SCIENCE, 05/2011
MODEL GIRLS HIGH SCHOOL - IJEBU-ODE
National Examination Council GCE
Certifications
Customer service Manager
Customer prospecting and communication Training
Certified customer service, wilson learning
Customer Negotiating to a yes training
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