Summary
Overview
Work History
Education
Skills
Certification
Training
References
Timeline
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ADESINA ADEDOKUN

St. John's,Canada

Summary

Results-driven Customer Service Representative with a passion for delivering exceptional experiences. Proven track record in resolving complex issues, cultivating lasting client relationships, and consistently exceeding performance targets. Skilled in strategic planning, negotiation, and process improvement. Eager to contribute dynamic customer service skills to enhance the service excellence of a forward-thinking organization.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Shelter Administrative Assistant

Connections for Seniors
St John’s, Canada
09.2023 - Current
  • Organize and maintain filing systems for physical and electronic documents, ensuring accuracy and confidentiality.
  • Provided administrative support to the executive team, including scheduling meetings, managing calendars, and sorting mail.
  • Serve as a liaison between residents and external agencies or organizations, facilitating access to additional resources and support services as needed.
  • Oversee roll call procedures, manage attendance records, ensure accurate documentation of residents' presence, and address any discrepancies or issues that arise during the roll call process.
  • Administer prescribed medications following medical instructions, maintaining accurate records of administration, and monitoring for adverse reactions.
  • Coordinate balanced and nutritious meal distribution, ensuring kitchen cleanliness, and adherence to dietary requirements.
  • Maintain a clean and sanitary environment, including regular cleaning and sanitation of living spaces and common areas.
  • Respond promptly and empathetically to clients' requests and needs, always ensuring comfort and safety.
  • Collaborate effectively with medical professionals, social workers, and staff to ensure comprehensive care for clients.
  • Keep family members informed about residents' well-being and activities, fostering transparency and trust.
  • Professionally greet visitors, respond to inquiries, manage incoming calls, and direct callers to appropriate personnel.

Customer Service Representative (Remote)

Eazy Drop Swift Services
Lagos, Nigeria
05.2022 - Current
  • Pioneered proactive customer engagement strategies resulting in a continual 85% boost in customer satisfaction and loyalty
  • Achieved a sustained increase in account sign-ups and revenue growth through robust negotiation skills, contributing to a 130% annual sales increase
  • Resolved complex client issues, collaborating seamlessly with internal teams to achieve prompt resolutions
  • Leveraged extensive product knowledge to educate customers about available services and identify upsell opportunities
  • Documented meticulous customer interactions and inquiries in the CRM system for personalized future service
  • Contributed to ongoing process improvement initiatives, providing valuable insights to streamline operations.

Customer Service Officer- Team Lead

First City Monument Bank (FCMB)
Lagos, Nigeria
10.2020 - 07.2023
  • Responded promptly to customer inquiries, resulting in an 80% boost in customer satisfaction and loyalty
  • Conducted sales presentations and closed an average of 10 deals per week, exceeding sales targets consistently
  • Utilized strong negotiation skills to increase account sign-ups and drive substantial revenue growth
  • Investigated and addressed intricate client issues, collaborating with internal teams for prompt resolutions
  • Documented customer interactions in the CRM system, ensuring accurate records for future reference
  • Played a key role in training and mentoring new customer service representatives.

Customer Service Officer (Executive Trainee)

First City Monument Bank (FCMB)
Lagos, Nigeria
09.2018 - 10.2020
  • Provided support in responding to inquiries and resolving issues, maintaining high customer satisfaction ratings
  • Conducted market research to identify business development opportunities
  • Resolved an average of 30 customer inquiries per day, exceeding departmental targets
  • Introduced a new process that reduced response times by 50% while improving accuracy
  • Managed a portfolio of clients, resulting in a 15% increase in revenue within the first quarter.

Direct Sales Executive

First City Monument Bank (FCMB)
Lagos, Nigeria
07.2018 - 09.2018
  • Prospected, presented, and closed sales deals to consistently achieve and exceed set quotas
  • Built and maintained client relationships, conducted market research, and provided exceptional customer service while adhering to company policies and industry standards
  • Exceeded quarterly sales targets by an average of 70% in just 2 months
  • Developed and maintained a client portfolio resulting in a 50% increase in repeat business
  • Led a successful sales team, contributing to an 80% increase in overall team performance
  • Implemented a new sales strategy resulting in 80% growth in branch low cost within 2 months.

Education

Graduate Diploma - Business Administration

Memorial University of Newfoundland
true
12-2024

Master of Science - Microbiology

University of Lagos
01.2018

Bachelor of Science - Microbiology

Crawford University
01.2014

Skills

  • Customer relationship management
  • Conflict resolution
  • Strategic planning
  • Sales management
  • Business Development
  • Organizational and time management
  • Negotiation
  • Performance Improvement
  • CRM Systems
  • Team Building
  • Active listening and problem-solving
  • Technology proficiency
  • Microsoft Office Suite (Word, Excel, and Power point)

Certification

  • Emergency First Aid and CPR/AED Level C, Canadian Red Cross, 09/02/23.
  • Applied Suicide Intervention Skills Training (ASSIST), Living Works, 10/11/2023.
  • Certification in Accounting, Corporate Finance, and Financial Analysis, Corporate Finance Institute, 2022.

Training

Eazy
  • FCMB Training Academy: Various training programs including Customer Service Excellence, Winning with Service, and Becoming a Service Champion in a Digital Era.
  • Department of Business Administration, Memorial University of Newfoundland: Courses in Organizational Behavior, Human Resources Management, and Organizational Leadership.

References

References available upon request.

Timeline

Shelter Administrative Assistant

Connections for Seniors
09.2023 - Current

Customer Service Representative (Remote)

Eazy Drop Swift Services
05.2022 - Current

Customer Service Officer- Team Lead

First City Monument Bank (FCMB)
10.2020 - 07.2023

Customer Service Officer (Executive Trainee)

First City Monument Bank (FCMB)
09.2018 - 10.2020

Direct Sales Executive

First City Monument Bank (FCMB)
07.2018 - 09.2018

Graduate Diploma - Business Administration

Memorial University of Newfoundland

Master of Science - Microbiology

University of Lagos

Bachelor of Science - Microbiology

Crawford University

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ADESINA ADEDOKUN