PROFILE

Experienced and innovative Customer Service Executive offering a distinguished,

multi-disciplined career in Operations Management, Customer retention, sales strategies, and corporate administration with over 2 years of experience. Recognized for streamlining operations, eliminating redundancies, and maximizing assets in customer management and office development. Skilled communicator and administrator. Highly capable of analyzing existing processes to develop noticeable improvements. Significant management experience; focused on leading teams that exceed revenue goals and maximizing profits while keeping customers first. Looking at new opportunities to leverage experience in a customer service arm, administrative, or leadership capacity and have an immediate impact on business revenue while increasing profitability, and customer service. EXPERIENCE

CUSTOMER SERVICE AGENT – JUMIA NIGERIA

Lagos State. May 2021 – Present

• Effectively managing 100 – 150 live customer chat requests each day.

• Building relationships with clients which increased productivity in the company.

• Handling customers effectively by identifying needs, quickly gaining trust, approaching complex situations, and resolving problems to maximize efficiency.

• Serving as a link between management and clients by handling questions, interpreting and administering solutions, and helping resolve issues to foster a more positive relationship.

• Reduced customer churn rate by 15%; in the same vein, reduced operational cost by 10%.

• Maintaining the KPI reports for the following elements on customer complaints, response time to customers, conflict resolution, lead generation, and lead conversion rates.

• Ensuring that potential inquiries are followed up within 24 hours and involving the reporting manager in crucial discussions.

• Answering telephones and courteously assisting customers within high- volume, deadline-driven settings.

WAITRESS (NYSC) – IKOYI CLUB 1938

Lagos State. September 2019 – May 2020

• Organized, maintained, and managed special tools as regards business approach; Exercised adept managerial approaches to assure clients with a great experience.

• Assisted guests with making choices in an informative and helpful fashion PERSONAL DETAILS

Bariga, Lagos State.

Mobile:

+234 708-***-****

adu63s@r.postjobfree.com

PROFESSIONAL SKILLS

Proficient in MS Office

Customer Service

Excellent Leadership

Abilities

Great Team Player

CORE COMPETENCIES

• TIME MANAGEMENT

• ATTENTION TO DETAIL

• JOB KNOWLEDGE

• ADAPTABILITY

• COMMUNICATION SKILLS

• PROBLEM SOLVING

• CLIENT SERVICE

• CONFLICT MANAGEMENT

• INTEGRITY AND

RESOURCEFULNESS

• COGNITIVE FLEXIBILITY

• STRATEGIC PLANNING

AND TACTICAL

EXECUTION

• PERFORMANCE

MANAGEMENT

• ADMINISTRATIVE SUPPORT

BLESSING OLANIRAN

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• Greeted guests and answered questions about the Club, selections, and made recommendations when requested.

• Resolved customer complaints by listening to their concerns and doing everything in my ability to rectify the situation.

• Built relationships with regular customers by learning and remembering their preferences.

• Delivered exceptional service by greeting and serving customers in a timely, friendly manner.

• Managed closing duties, including restocking items and reconciliation of the cash drawer.

• Greatly assisted in the various processes of identifying new prospective opportunities.

• Flawlessly managed scheduling and maximization of customer database. INTERN – LAGOS AIRPORT HOTEL

Lagos State. September 2017 – February 2018

• Managed all administrative and clerical services, including correspondence for personnel and strategic planning issues review and revision of new policy instruction manuals; oversight of awards program; evaluations.

• Processed and screened all incoming correspondence, materials, and directives; identified action items and referred them to the appropriate department.

• Prepared and reviewed all outgoing correspondence and documents for completeness, grammatical accuracy, and proper format in accordance with regulations and policies.

• Demonstrated a high degree of approachability to guests and showed special recognition of frequent guests.

• Maintained constant awareness of services and promotions.

• Provided prompt and courteous service to the guests in a professional manner.

• Recognized guest dissatisfaction and attempted to remedy the situation. VOLUNTEERING EXPERIENCE

VOLUNTEER – FEED FOR LIFE FOUNDATION

September 2016 – Present

• Overseeing, and mentoring teenagers

• Monitoring areas for trash problems and cleaning needs

• Assisting in coordinating 5000 underprivileged kids. EDUCATION

BACHELOR OF SCIENCE IN HOSPITALITY AND TOURISM

Federal University of Agriculture, Abeokuta, Ogun State, Nigeria. 2019 TRAINING/

CERTIFICATIONS

• THE VIRTUAL CUSTOMER

SERVICE COURSE –

ASSIST TO HIRE LEARNING

OCTOBER 2020

• SOFT SKILL TRAINING –

ASSIST TO HIRE LEARNING

DECEMBER 2020

REFERENCES

Available on Request.

Contact this candidate