Olanike Ogunkoya
Mississauga,ON
Summary
Caring and friendly customer service professional with 10+ years of experience in consumer retail. Excited about the prospect of working to improve the customer experience and increase retention through quick resolution of any customer concerns.
Overview
10
10
years of professional experience
Work History
Sales Representative
Pure Luxury Textile
02.2016 - 07.2018
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Promptly handled and attended to over 80 customer inquiries and complaints per day with a 96% customer satisfaction rate.
- Maintained a knowledge base of the evolving product offerings, and improved customer retention by 9% by proactively recommending new products to existing customers.
- Documented customer interactions to reduce on boarding time by 15% when new customer service representatives interact with customers.
- Maintained up-to-date customer records in HubSpot CRM while interacting with customers across email, phone, and social media.
- Increased average customer order size for new customers by 14% by understanding needs and recommending the right products.
Customer Service Representative
Glamoront Nig Ltd
04.2008 - 04.2015
- Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume.
- Grew existing customer accounts by exceptional customer service and effective sales techniques.
- Actively maintained and updated customer account.
- Quickly triaged incoming calls, and escalated calls when necessary, reducing the average time to resolution.
- Actively worked to display a courteous and empathetic attitude to customers
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Bachelor of Science - Accounting
Olabisi Onabanjo University
Ogun State, NigeriaSkills
- Customer Service
- Customer Relations
- Customer Relationship Building
- Interpersonal communication skills
- Customer Retention
- Customer Satisfaction
- Empathetic and Courteous
- Detail-oriented
- Microsoft Excel
- Problem-solving
Languages
English
Native or Bilingual
Timeline
Sales Representative
Pure Luxury Textile
02.2016 - 07.2018
Customer Service Representative
Glamoront Nig Ltd
04.2008 - 04.2015
Bachelor of Science - Accounting
Olabisi Onabanjo University
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