OLUWATOBI AKOMOLAFE
Brampton,ON
Summary
A dedicated Customer Service Professional and Relationship Officer with knowledge of service delivery, proven multitasking abilities, and experience in diverse industries is currently seeking a challenging position within an established company to apply past experiences and grow professionally.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Wumtrex Consulting Inc
12.2022 - 08.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- answered a constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Relationship Officer
Zenith Bank Plc
12.2015 - 11.2022
- Maintained and built close relationships with customers through regular contact and visits.
- Monitored, followed up on, and escalated cases to meet customer response commitments.
- Retained and grew a portfolio of relationships by performing proactive, mobile, and value-adding partnership roles.
- Worked with clients to address and respond to client and partnership management issues.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Achieved goals for the sale of bank products and services and exceeded performance metrics for customer service.
- Facilitated meetings and discussions between clients, sales, and delivery teams.
- Worked with operations and technical departments to facilitate communication and deliver personalized solutions to customers.
- Developed loyalty programs to reward and maintain customer retention.
- Facilitated workshops and seminars to educate customers on product features and benefits.
Online Chat Advisor/Customer Service Representative
MTN Telecommunications
03.2014 - 11.2015
- Resolved customer complaints by determining the cause of the problem, selecting the best solution, and expediting correction or adjustment.
- Assisted clients with product questions to facilitate the online ordering process.
- Answered live online chats to give quick answers and solve problems faster.
- Monitored customer feedback and performance indicators to identify areas for improvement.
- Developed customer service processes to improve customer satisfaction.
- Troubleshot and resolved online ordering issues and concerns to promote a seamless ordering process for customers.
- Generated reports and tracked customer service metrics daily.
- Resolved customer complaints by determining the cause of the problem, selecting the best solution and expediting correction or adjustment.
- Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
Education
Bachelor of Science - Microbiology
2014
Equivalent to a Canadian bachelor’s degree, according to World Education Services (WES). Credential evaluation is available upon request.
Skills
- Customer Relations
- MS Word, MS Excel, and MS PowerPoint
- Sales Expertise
- Interpersonal Skills
- Active Listening
- Business Development Understanding
- Team Development
- Problem-Solving Ability
- Data Evaluation
- Schedule Mastery
- Critical Thinking
- Strong verbal and writing skills
- Multi-Line Telephone Operation
- Call Center Operations
- Product Promotion
- Customer Relationship Management
- Policy and Procedure Adherence
- Calendaring
- Documentation
Certification
- Business Writing and Communication Training (Zenith Bank Plc.), 2016
Timeline
Customer Service Representative - Wumtrex Consulting Inc
12.2022 - 08.2023
Relationship Officer - Zenith Bank Plc
12.2015 - 11.2022
Online Chat Advisor/Customer Service Representative - MTN Telecommunications
03.2014 - 11.2015
Ekiti State University - Bachelor of Science, Microbiology
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