Customer Service Specialist

FRANCIS MAKINWA

Toronto, Ontario M*H *N* 437-***-**** **************@*****.***

PROFESSIONAL SUMMARY

Dedicated and results-oriented customer service specialist with over 3 years of experience in delivering exceptional service and resolving customer issues. Proven track record of building and maintaining relationships, managing projects from concept to completion, and cultivating partnerships with diverse clients. Detail-oriented with strong time management and problem-solving skills.

SKILLS

• Client Relationship Management • Contract Negotiation • Customer Retention

• Sales and Marketing • Customer service • Upselling and Cross-selling

• Communication Skills

• CRM Software Proficiency (e.g.,

Salesforce, HubSpot)

• Attention to details

• Time Management

• Problem-solving

• Market Research

• Conflict Resolution

• Networking and Relationship

Building

• Project Management

• Team Collaboration.

• Presentation Skills

• Adaptability

• Organizational skills

• Product Knowledge • Data Analysis

EXPERIENCE

Operator

SOBEYS Toronto, ON

September 2022 - Current

• Managed and closed 100+ work orders monthly, achieving a 95% completion rate and ensuring timely dispatch for service delivery.

• Implemented a system for tracking service completion, resulting in a 20% reduction in overdue work orders and improved customer satisfaction.

• Processed 500+ shipments monthly with 99% accuracy in verifying package slips, minimizing errors and ensuring smooth logistics operations.

• Maintained detailed documentation for 100+ plans, requests, and reports weekly, enhancing organizational efficiency and facilitating project tracking.

Solutions Expert

Nordia Group Toronto, ON

October 2022 - March 2023

• Managed 100+ inbound calls daily, resulting in a 20% increase in successful proposals for Bell telecommunication services and products compared to the previous quarter.

• Achieved a 95% customer satisfaction rating by promptly responding to 200+ customer requests weekly regarding various Bell cell phone products and services.

• Utilized Power BI platform to track and notate 500+ sales interactions monthly, leading to a 15% improvement in follow- up activities and closing rates.

• Generated 50+ detailed documents weekly, including plans, requests, activities, specifications, and reports, ensuring accurate documentation and streamlined communication processes.

• Process customer orders and inquiries in a collaborative call center using world-class technology, CRM tools etc.

• Communicate with customers over phone, email and chat.

• Help customers navigate company’s website, mobile app and online platforms. Energy Specialist

Ontario Wholesale Energy Toronto, ON

July 2022 - September 2022

• Developed innovative solutions using software tools, analytical methods, and computer models, resulting in a 15% increase in efficiency and a 10% reduction in project turnaround time.

• Utilized sales CRM software platform to track and notate 300+ sales interactions monthly, leading to a 25% increase in follow-up activities and a 15% improvement in customer retention rates.

• Advised customers on natural gas applications, conducting technical and economic analysis that resulted in $500,000 in cost savings annually for clients.

• Engaged with clients via email and conference calls, achieving a 95% satisfaction rating and contributing to a 20% increase in repeat business.

• Conducted comprehensive market evaluations and analyzed energy usage patterns, identifying $1 million in potential savings for clients through energy efficiency initiatives.

• Established and nurtured strong relationships with 50+ clients, resulting in a 30% increase in referral business and a 20% growth in revenue from existing customers.

Business Development Team Lead

Fintech Associates Limited

August 2018 - July 2022

• Spearheaded innovative strategies, resulting in a 25% increase in market share and a 15% boost in long-term profitability.

• Demonstrated extensive proficiency in B2B and B2C engagements, fostering 50+ new client relationships annually and achieving a 20% increase in client retention.

• Developed and implemented pricing structures, optimizing revenue streams and increasing profit margins by 10% while maintaining customer satisfaction.

• Initiated proactive outreach efforts via telephone, email, and in-person inquiries, resulting in a 30% expansion of the customer base and a 20% increase in sales.

• Collaborated cross-functionally to develop innovative strategies, leading to a 15% increase in market penetration and a 20% growth in revenue.

• Identified and pursued lucrative business opportunities, generating $200,000 in new revenue and improving bottom- line profit by 25%.

• Successfully revitalized underperforming product lines, resulting in a 20% increase in sales revenue and the creation of three new profit-generating enterprises.

• Consulted with product development teams to enhance products based on customer interest data, leading to a 15% increase in customer satisfaction and product adoption.

• Researched industry and marketplace trends, developing marketing solutions that increased market share by 20% and enhanced business operations efficiency by 15%.

• Negotiated, prepared, and signed contracts with clients, resulting in $800,000 in contract value and a 30% increase in revenue.

• Orchestrated the creation of a new company named OPOLO GLOBAL, raising $1.5 million in funding and establishing partnerships with stakeholders across the African continent and globally.

• Coordinated the Nigeria Fintech Week and Africa Fintech Festival, raising over $400,000 for each event in cash and kind and attracting top-tier local and international speakers.

• Revitalized the Incubation and Acceleration program, organizing tech workshops and mentorship programs that led to the successful launch of 10 startups and raised $500,000 in funding.

• Secured partnerships with 5+ universities, digital labs, technology companies, and venture capitalists across Africa, fostering collaboration and innovation in the tech ecosystem. Team Lead

The Fintech Institute

August 2018 - July 2022

• Provided detailed project updates on specifications and progress, leading to a 20% reduction in project delays and a 15% increase in client satisfaction.

• Orchestrated 20+ training sessions, masterclasses, and seminars annually, resulting in a 30% improvement in employee performance metrics and skill development.

• Successfully onboarded 10+ facilitators and learning institutions as partners, expanding training offerings and increasing program effectiveness by 25%.

• Leveraged Microsoft Power BI and SQL to analyze LMS data and client behavior, resulting in actionable insights that improved course offerings and increased customer engagement by 20%.

• Transformed high-level business needs into revenue-driving strategies, leading to a 25% increase in revenue and a 15% improvement in client retention rates.

• Evaluated employee skills regularly, resulting in targeted training and mentorship programs that improved employee productivity by 20% and reduced lagging skills by 15%.

• Successfully grew the business to a quarterly revenue generation of over $50,000, surpassing quarterly revenue targets by 10%.

• Deployed the Learning Management System (LMS), resulting in quarterly revenue generation of over $50,000 and a 25% increase in course enrollment.

• Onboarded 5 top-class experts locally and globally, enhancing the quality of training programs and attracting a 20% increase in participant enrollment.

• Steered startup management masterclass training for over 1000 students and startups, resulting in the successful launch of 50 startups and a 25% increase in entrepreneurship activity.

• Secured partnerships with 10+ globally acclaimed institutions, including Oxford University, enhancing the institute's reputation and attracting top-tier talent and funding opportunities.

• Mentored and trained newly hired employees on operating the learning platform, resulting in a 20% reduction in onboarding time and improved employee performance. EDUCATION

Data Analytics

Canadian College of Business Science and Technology, Toronto. (In View) Bachelor of Science - Computer Science And Engineering Obafemi Awolowo University

June 2024

May 2010

ADDITIONAL INFORMATION

Microsoft Power BI, Good hands-on experience creating reports, dashboard, and data analysis and modelling using BI/Analytical tools like Power BI., Ability to work as a team with people of different backgrounds and ideologies and manage people, resources, and projects effectively., Project management, Ability to Listen, Learn and Execute i.e., ability and willingness to work under pressure, welcome and embrace new ideas, develop strategic business plans, take responsibility, and improve productivity.

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