Customer Service Experience
Resume:
adzwiq@r.postjobfree.com
Atlanta, GA
ABIMBOLA UNAH
PROFILE
Dynamic and performance-driven administrative and customer service professional with experience in providing support and ensuring projects are completed on time and with extreme confidentiality. Experienced in working in a fast paced and virtual environment in which established procedures and practices are followed with the aim of always attaining customer satisfaction. Unique skill set is harnessing record management, organization and administrative skills in resolving issues to ensure complete customer satisfaction.
PROFESSIONAL EXPERIENCE
Laurus Development Partners September 2019- July 2022 Customer Success Representative
Lagos, Nigeria.
● Responded promptly to customer inquiries, issues, and resolved complaints in a timely manner.
● Escalates issues and requests for internal and external customers.
● Provided training for both internal and external customers and supports solution adoption and growth.
● Provided effective and timely communications and adheres to any timelines.
● Involvement in projects and training that increased the customer experience, as determined by leadership.
● Delivered high quality support during all stages of the customer journey, focusing on the success and partnership with the customer.
● Participated in daily customer interactions by phone, emails and web-conference and provides a consistent customer experience.
● Responsible for the management of assigned customer accounts to foster long-term business relationships.
● Identified repeat issues and escalated with the aim of reducing customer friction and increasing customer satisfaction.
● Worked directly with customers and with the sales team to identify and/or develop upsell opportunities.
● Understood and aligned with customers on Key Performance Indicators (KPIs), worked to maintain these leveraging reporting, analytics and metrics.
● Understood and tracked Customer Success key customer performance metrics. Ministry of Finance March 2017- July 2019
Customer Success Specialist
Lagos, Nigeria.
● Documented important customer information and ensured easy access to files via a call tracking system.
● Assisted in solving issues regarding project plans, preparing letters, presentation and reports.
● Screened and answered phone calls as well as solved day to day administrative problems that may arise.
● Handled issues and provided adequate response and solution that is consistent with Insurance policies.
● Provided exceptional customer service during the assistance of key clients. Independent National Electoral Commission November 2014 - December 2016 Client Operations Supervisor
Lagos, Nigeria.
● Identified election resources, managed daily workload in conjunction with the Operations Manager
● Organized fiscal Election documents and ensured the voters database is up to date.
● Improved operational systems and policies in order to align with the organization's strategy.
● Analyzing team and associate-level metrics to drive continuous improvement opportunities with associates and other teams.
● Knowing and evaluating operational productivity goals, monitor daily and ensure election planning goals are achieved.
PriceWaterhouseCoopers (PwC)
January2010 – February 2011
Customer Relationship Officer
Lagos, Nigeria
● Prepared the meeting rooms and organized conference calls.
● Contributed to the team effort and provided administrative support.
● Received both local and international calls.
● Received mails and ensured that mails get to addressed staff members.
● Transferred all important calls to staff from the reception area to their units in record-time.
● Build a friendly relationship with clients as well as promote the company’s image in accordance with their customer service objectives and mission statement.
● Clarified client queries in a timely fashion to exceed client satisfaction, and memorable customer experience.
● Worked extended hours to support other department staff in related specialism as they arise.
● Identified and reconciled transaction mistakes.
EDUCATION
UNIVERSITY OF LAGOS 2016
Bachelor of Business Administration. [BSc]
First Class Honors
YABA COLLEGE OF TECHNOLOGY 2013
Higher National Diploma in Business Administration [HND] Distinction
YABA COLLEGE OF TECHNOLOGY 2010
National Diploma in Business Administration [ND]
Distinction
SKILLS
*Conflict management *Time management *Result- driven *Interpersonal and communication skills * critical thinking and problem Solving * Multitasking * Database Management * Project Management *Scheduling *Customer-centric *Result- Driven
*Multitasking * Detail and quality focused orientation.
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