Hi, I’m
Amarachi Adetifa
Toronto,Ontario
Summary
A dedicated customer service management professional with over 7 years of experience in fast-paced call centre environments. Leads by example to provide first-class customer care. Motivated, mentored and incentivized teams to achieve productivity and performance targets. A proactive individual with good knowledge of customer service techniques and best practices. A Friendly communicator, dedicated to professional development. Seeking opportunity to expand management skills within company supporting professional development.
Overview
8
years of professional experience
Work History
NHS TrustAiredale, UK
Volunteer
04.2023 - 12.2023
Job overview
- Interacting with minimum of 5 patients per session- Giving patients pampering session to help them relax and feel at home
- Identified hazards and provided preventative measures to guarantee safety
- Kept workspace area clean to maintain cleanliness and quality standards
- Effectively communicate with Nurses, Doctors and even patients whilst performing duties
- Actively listen to understand instructions and accord respect to different perspectives whilst always showing willingness to contribute to teams' goal
- Performed best practices to comply with Hospital regulations.
- Collaborated with other professionals in health and social care to coordinate holistic support.
DRC Ventures LLC
Sales and marketing manager
10.2021 - 09.2022
Job overview
- Monitored and reported on competitor activity, analysing products, performance and sales.
- Communicated with potential leads via phone calls, cold emails and in person, providing information about product portfolio.
- Assisted in developing agile marketing strategy to meet marketing KPIs.
- Built and maintained well-organised marketing prospect and customer databases.
- Worked with cross functional team to develop and implement targeted sales strategies.
- Established robust and original lead follow up plan, increasing customer touchpoints by 35%.
- Grew engagement, interaction and reputation through multi-platform campaigns for outstanding levels of client satisfaction.
- Developed, implemented and monitored digital marketing campaigns including research, advertising and public relations efforts to ensure adequate growth and expected results.
- Provided management and leadership expertise to coordinate sales efforts, leading a successful, engaged and motivated team to exceed departmental goals by 10%.
- Maximised B2B sales by maintaining first-class professional relationships with key clients and stakeholders.
- Assisted customers with varying questions using product knowledge and service expertise.
- Employed active listening and product expertise to successfully resolve inbound queries.
Cardinalstone Partners
Customer service representative
11.2019 - 08.2021
Job overview
- Managed 20+ daily calls, taking orders and escalated cancellations.
- Provided exceptional customer service in person, over the phone and by email.
- Built customer rapport by providing friendly, genuine service, increasing customer retention by 25%.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Scheduling appointments and database organisation.
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Upsold new products and accessories to customers, capturing significant increases in add-on sales.
- Processed inbound customer calls, providing information on service or product upgrades
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
Sky Cinemas
Guest Service Officer
04.2019 - 08.2019
Job overview
- Established communication strategy for VIP customers, increasing VIP repeat visits by 60%.
- Monitored and analysed daily front desk activity to guarantee ongoing compliance with performance and brand standards.
- Consistently exceeded guest expectations, using Sky Cinemas destination knowledge to guide guests looking for advice and recommendations.
- Greeted and checked-in guests promptly and professionally.
- Recorded guest account activity to produce accurate bills upon departure.
- Planned schedules to support consistent service delivery and reception coverage.
- Upsold activities from business partners to boost revenue.
- Kept reservations systems up-to-date for clear availability management.
- Managed incoming calls effectively using switchboard systems.
- Resolved guests issues using strong interpersonal skills and conflict resolution techniques.
Adebiyi Tax
Call centre representative
06.2017 - 04.2018
Job overview
- Maintained call centre efficiencies, ensuring clear, effective communication with all departments.
- Optimised customer experience by tailoring responses to individual needs.
- Answered 35+ customer queries daily via inbound calls, emails and live chats.
- Responded to emails and other correspondence, facilitating positive communication for enhanced business processes.
- Acted as first point of contact for customer issues and queries.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Facilitated strategic decision-making by producing accurate, comprehensive end-of-shift reports.
- Achieved daily performance targets, aiding department progression towards sales goals.
- Operated switchboard systems successfully to manage high call volumes.
- Maintained up-to-date client records in database systems.
- Followed up customer queries to check provided solutions met expectations.
- Updated customers on special offers and promotions for increased revenue.
- Built positive customer rapport through friendly, professional communication.
- Reached out to established clients to follow up after sales and offer new products and services.
- Used in-depth product understanding to answer customer questions knowledgeably.
Terra-Gen Energy Solutions LTD
Customer sales and service agent
01.2017 - 05.2017
Job overview
- Conducted remote product demonstrations to guide customers and troubleshoot challenges.
- Used CRM systems for seamless communication and information retrieval during interactions.
- Responded accurately and professionally to billing, account management and subscription renewal inquiries.
- Maintained thorough understanding of product features for effective customer assistance.
- Resolved customer queries via phone, email, and chat, ensuring high satisfaction levels.
- Collaborated with cross-functional teams to address and resolve escalated customer issues.
- Conducted proactive follow-ups to guarantee satisfaction and gather feedback for improvement.
- Handled customer complaints, providing appropriate solutions and recommending alternatives.
- Updated customer databases with accurate and current information.
- Developed sales materials and promotional content to enhance interactions with customers.
- Cultivated relationships with existing clients, identifying upsell opportunities and maximising sales potential.
- Generated leads through proactive outreach and networking initiatives.
- Resolved or escalated customer issues for high levels of satisfaction.
- Monitored and reported on sales performance, identifying areas for improvement and growth.
- Assisted customers with varying questions using product knowledge and service expertise.
- Implemented strategies to retain and nurture long-term customer relationships.
- Maintained current knowledge of company products and services to accurately answer client questions and make appropriate recommendations.
Galaxy Television
Intern
11.2015 - 04.2016
Job overview
- Scripting and transcribing of interviews
- Liaised with relevant parties using appropriate communication channels
- Filed physical and digital documents, prioritizing accessibility and data accuracy
- Arranged entries for script publication and verified completeness of each area before passing to production team
- Answered phone calls and emails for management team during busy periods
- Carried out duties with strict compliance to company standards and policies.
- Communicated ideas and information clearly and concisely, both verbally and in writing
- Shadowed senior team members to develop practical knowledge and gain critical industry-specific skills.
- Demonstrated critical time management and organisational skills to balance studies alongside paid work.
- Sought feedback actively and used it to improve performance.
- Exceeded expectations and demonstrated potential for future success.
- Managed time effectively to meet deadlines.
Education
University of BradfordBradford, United Kingdom
Master of Science from Psychology
09/2022 - 12/2023
University Overview
- Graduated with Merit
- Course of study in MSc. Psychology
- Got a distinction in my Dissertation: Caffeine Containing foodstuff, Time of the Day and Executive Functions.
University of Lagos
Bachelor of Science from Mass communication
11.2016
University Overview
- Student representative for the 4 Years Of study duration
Skills
- Detail-orientated
- Workflow planning
- Exceptional telephone etiquette
- Employee management
- Business administration
- Ability to prioritise
- Database administration
- Customer Relationship Management Software (CRM)
- Call centre operations
- Telemarketing
- Sales proficiency
- Customer service
- Exceptional interpersonal communication
- Product knowledge
- Negotiation expert
- Data entry
- MS Office expert
Work Preference
Work Type
Full TimeContract WorkPart TimeLocation Preference
RemoteHybridOn-SiteImportant To Me
Company CultureWork-life balancePersonal development programsWork from home optionPaid time offHealthcare benefitsTimeline
Volunteer
NHS Trust
04.2023 - 12.2023
Sales and marketing manager
DRC Ventures LLC
10.2021 - 09.2022
Customer service representative
Cardinalstone Partners
11.2019 - 08.2021
Guest Service Officer
Sky Cinemas
04.2019 - 08.2019
Call centre representative
Adebiyi Tax
06.2017 - 04.2018
Customer sales and service agent
Terra-Gen Energy Solutions LTD
01.2017 - 05.2017
Intern
Galaxy Television
11.2015 - 04.2016
University of Bradford
Master of Science from Psychology
09/2022 - 12/2023
University of Lagos
Bachelor of Science from Mass communication