Customer Service & Telesales Professional

FAIDAT OYINDAMOLA WUSU

Lagos, Nigeria • +234********** • ****.****@*****.*** / www.linkedin.com/in/oyindamola-wusu Professional Summary

Results-driven Customer Service and Sales professional with over 5 years of experience across customer experience, telesales, account management, client support, and business operations. Proven ability to engage customers, identify needs, resolve complex complaints, generate and follow up on leads, and build lasting client relationships. Experienced in handling high-volume customer interactions, promoting financial products, managing customer accounts, and supporting sales conversion and retention. Brings strong communication, active listening, problem-solving, and negotiation skills, with a customer-first approach to service delivery. Adept at working with CRM and digital support platforms while managing multiple priorities in fast-paced environments.

Core Competence

Customer Service & Customer Experience: Skilled in handling customer enquiries, complaints, escalations, and service requests while delivering professional and customer-focused solutions.

Sales & Lead Conversion: Skilled in prospecting, outbound sales, lead qualification, product presentation, follow- ups, objection handling, and converting prospects into customers.

Account & Relationship Management: Skilled in managing customer accounts, building lasting relationships, understanding client needs, and supporting customer retention.

Communication & Negotiation: Skilled in persuasive verbal and written communication, active listening, negotiation, and resolving customer concerns effectively.

CRM & Sales Administration: Skilled in maintaining customer records, tracking leads, updating sales pipelines, documenting interactions, and preparing accurate reports. Work History

Telesales Specialist, January 2026 till date

Coronation Insurance Plc –Lagos, Nigeria

Conduct outbound sales calls to prospective and existing customers, promoting suitable insurance products and identifying sales opportunities.

Assess customer needs and recommend relevant insurance solutions while addressing questions and objections professionally.

Manage cold and warm leads through consistent follow-ups, maintaining accurate customer records and sales pipelines.

Build strong customer relationships through effective communication, timely follow-up, and responsive service.

Work toward assigned sales targets while contributing to customer acquisition and revenue growth. Virtual Assistant, November 2024 to December 2025

Freelance – Lagos, Nigeria

Provided administrative and client support by managing emails, appointments, schedules, and daily business requests.

Served as a key communication contact, responding to enquiries and ensuring timely information flow.

Coordinated meetings, calendars, and travel arrangements across multiple time zones.

Handled data entry, lead tracking, digital documentation, and customer information management.

Maintained confidentiality while using digital tools to provide efficient remote support. Customer Experience Agent, August 2021 to October 2024 Opay Digital Services – Lagos, Nigeria

Handled high volumes of customer enquiries, complaints, account issues, and service requests across digital channels.

Educated customers on digital financial products, account processes, and available services.

Investigated customer complaints and transaction issues, resolving cases or escalating them appropriately.

Maintained accurate customer records and case documentation while protecting sensitive information.

Built positive customer relationships through empathy, active listening, problem-solving, and consistent follow- Project Manager, May 2021 to November 2023

Centre for Governance Leadership and Qualitative Studies (CGQS)– Lagos, Nigeria

Coordinated projects while maintaining effective communication with clients, teams, partners, and stakeholders.

Served as a key contact for project enquiries, providing updates and clarifying requirements.

Coordinated teams, schedules, resources, and deliverables to support timely project completion.

Prepared project reports, progress updates, schedules, and supporting documentation.

Strengthened stakeholder relationships through professional communication, follow-up, and problem-solving Customer Support Representative, November 2020 to May 2021 Multichoice Nigeria – Lagos, Nigeria

Handled high volumes of customer enquiries across multiple communication channels

Assisted customers with account activation, subscriptions, service adjustments, and related requests.

Investigated customer complaints and service issues, providing appropriate solutions or escalating cases.

Used empathy, active listening, and conflict-resolution skills when handling challenging customers.

Maintained accurate customer records and interaction details to support effective issue resolution. Accomplishment

Coronation Insurance Plc: Contributed to business growth by consistently engaging prospective and existing customers through structured outbound sales calls, identifying their insurance needs, presenting appropriate solutions, addressing objections, and maintaining strategic follow-ups that strengthened the sales pipeline and supported customer acquisition.

Opay Digital Services: Strengthened customer satisfaction and service delivery by efficiently handling complex enquiries, account issues, complaints, and transaction-related concerns. Educated customers on digital financial products and processes while maintaining accurate case records and protecting sensitive customer information.

Multichoice Nigeria: Delivered high-quality customer support in a fast-paced, high-volume environment by responding to enquiries, resolving subscription and account-related issues, and handling escalations professionally. Built positive customer relationships through active listening, empathy, clear communication, and effective problem- solving.

Centre for Governance Leadership and Qualitative Studies (CGQS): Improved project coordination and stakeholder engagement by managing multiple activities, monitoring deliverables, coordinating teams, and maintaining consistent communication with clients and institutional stakeholders. Supported timely project execution through effective planning, reporting, follow-up, and proactive problem-solving.

Private Client, USA: Enhanced the efficiency and organization of remote business operations by managing schedules, appointments, correspondence, data entry, lead tracking, and digital documentation. Provided dependable administrative and communication support while maintaining confidentiality and ensuring important tasks and client requests were handled promptly.

Skills

Time Management, Microsoft Office, Flexible

Adaptability, Project Management, Multitasking,

Problem Solving Skill, Customer Management Skill

Clients Relations Skills, Sales Management Skills

Quality Leadership, Marketing Analysis skill, Empathy

Analytical and Critical Thinking, Clerical Support

Oral and Written Communication, Team Building

QA/QC and Interpersonal relations Skills, CRM

Operations Management Skills, Emotional Intelligence

Networking, Inventory Skill, Data Analysis

Professional Certification

BSAFE Certified — United Nations Department of Safety and Security (UNDSS)

Virtual Delegate — World Bank Youth Summit 2015 – 2019 Education

M.Sc: Project Management – in view

Lagos State University – Ojo, Lagos State

B.Arts (Hons) : English Language – 2019

Obafemi Awolowo University – Ile Ife, Osun State

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