Adesewa Solomon

• Handled inbound and outbound inquiries courteously and professionally via multiple communication channels.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Took ownership of issues, documented appropriately and creatively find ways to resolve it.

• Used multiple web-based channels for investigation and verification.

• Listened attentively to customer needs and concerns; demonstrated empathy while maximizing opportunity to build rapport with the customer and escalated major issues to supervisor.

• Clarified customer requirements; probe for understanding; use decision-support tools and resources to resolve customer issues that are nonstandard/unstructured and require some clarification or conceptual thinking.

• Ensured customer satisfaction by meeting and exceeding customer expectations.

• Maintained broad knowledge of client products.

• Guided users through diagnostic and troubleshooting processes which included use of diagnostic tools, software and following verbal instructions.

• Negotiated with vendors/suppliers to secure good price deals for the company.
• Prepared sales report weekly, monthly and yearly for review
• Communicated and delivered messages to staff and clients via calls, emails and text messages.
• Coordinated internal meetings, including scheduling, logistics, and catering.
• Prepared and drafted agendas for staff meetings, documented and distributed the minute of the meetings.
• Compiled data from multiple sources into spreadsheets or databases for analysis.
• Developed tracking systems for departmental projects and initiatives.
• Shared experiences of client interactions with other departmental heads.
• Improved morale and management communication by creating employee recognition and rewards practices thereby reducing staff turnover from 50% annually to 20% annually.
• Initiated and fostered good relationships among staff members.
• Ordered supplies for the office and maintained up to date inventory.
• Worked with other departments to develop and establish office procedures and routines.
• Documented all interactions with vendors and suppliers and updated all changes as necessary.
• Attended and resolved all products inquiries and complaints from customers.

• Performed varied functions related to recovery of outstanding defaulted amounts
• Resolved basic payment and account issues related to updating name and access, account information, payment discrepancies
• Familiarized with products and services to provide accurate information to customers
• Made outbound calls and collection contacts with distribution centers to ensure payment
• Maintained database on all outstanding payments with respect to collection profiles
• Analyzed each client account by reviewing debt profile, payment history and determined action plans and ways to eliminate arrears
• Received inbound and outbound calls, scheduled reminders by mail and text to encourage and remind clients of their payment and minimize payment arrears
• Recorded up to date all workable payment alternatives and arrangement concluded with the client.
• Ensured proper communication and feedback to team leader to ensure workflow.

• Greeted and connected with clients in a friendly and warm manner fostering strong client-company relationship.
• Educated customers by answering an average of 60 incoming telephone calls to provide outlet products and services information to existing and prospective customers.
• Used different communication means like emails, chats, calls, social media platforms to interact with customers and provide outstanding customer service
• Provided outstanding service to new and existing customers by attending closely to concerns and developing solutions
• Documented Customers inquiries, complaints, feedback and transactions for analysis to improve customer experience
• Set up and activated 10-20 new customer accounts daily
• Increased customer retention from 10% to 20% through friendly and detailed explanation of benefits, features and recommendations on product.