Doyinsola Sodipo
Hamilton ,Ontario
Summary
Highly personable Customer Experience professional with 10+ years of experience managing high customer call volumes while delivering prompt and reasonable customer solutions. An empathetic listener, utilizes open-ended questions to determine appropriate action for better customer experiences. A pleasant demeanor, and excellent problem-solving skills. Commended for consistent, positive customer reviews.
Overview
14
14
years of professional experience
Work History
Customer Experience Specialist
DrinksOnline Ecommerce
Lagos, Nigeria
10.2020 - Current
- Communicated with customers via phone, email, online chats.
- Promoted high customer satisfaction by resolving problems with knowledgeable, friendly service.
- Guided customers through troubleshooting, navigating company site and using services.
- Handled customer complaints courteously using appropriate techniques, problem-solving skills and follow-up logs.
- Improved product knowledge skills to understand customer needs and provide real, effective solutions.
- Prevented key account losses by researching discrepancies and correcting problems.
Customer Relations Specialist
MTN Nigeria
Ikoyi, Lagos, Nigeria
08.2011 - 06.2020
- Facilitated the resolution of complex customer issues through email, telephone hotlines
- Executed 360 outbound calls each week to existing customers, resulting in 200% increase in sales.
- Mentored new employees on procedures and policies to maximize team performance.
- Coordinated the use of customer relationship management (CRM) tools to efficiently capture and analyze customer data, leading to improved customer retention and opportunities for up-selling
- Produced timely and detailed status reports on all ongoing cases to relevant stakeholders.
- Built relationships with distributors and dealers by providing first-line support and education.
- Fielded customer queries, fast-tracking for problem resolution.
- Informed customers about billing procedures, processed payments; provided payment option setup assistance.
- Upheld security requirements for customer information.
- Exceeded company productivity standards on consistent basis, received many rewards from the Quality Assurance team.
Retail Banking Officer
Wema Bank Plc
Marina, Lagos, Nigeria
10.2010 - 07.2011
- Implemented marketing strategies to attract salary earners from enlisted companies, leading to increased business growth
- Resolved discrepancies concerning customers' accounts.
- Identified underexposed sales opportunities, developed strategy to acquire new accounts.
- Drove branch sales & portfolio growth by recommending various financial products to prospective customers.
- Completed documentation for new accounts in alignment with bank policies.
- Facilitated booking of loan facilities for customers, ensuring compliance with the bank's policies and regulations
Administrative Officer
Ministry of Finance & Economic Development
Kano, Nigeria
07.2009 - 07.2010
- Facilitated the preparation of timely staff salary payroll; oversaw the issuance of checks for payment of salaries, in compliance with established policies and procedures
- Supported senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Collaborated with other team members to maintain effective communication, and coordination of administrative and accounting functions.
Education
Postgraduate Degree - Project Management
10.2023
Associate's Degree - Human Resources Management/Personnel Administration
02.2020
Bachelor's Degree - Economics
07.2008
Skills
- Customer Service
- Efficient and Detail-Oriented
- Verbal and Written Communication
- De-escalation Techniques
- Customer Retention Strategies
- Microsoft Office Suite
- Salesforce CRM
- Microsoft Office
- Strong Analytical and Problem Solving Skills
- Time Management
- Sales and Upselling
- 55 wpm Typing Speed
Timeline
Customer Experience Specialist - DrinksOnline Ecommerce
10.2020 - Current
Customer Relations Specialist - MTN Nigeria
08.2011 - 06.2020
Retail Banking Officer - Wema Bank Plc
10.2010 - 07.2011
Administrative Officer - Ministry of Finance & Economic Development
07.2009 - 07.2010
Mohawk College - Postgraduate Degree, Project Management
Chartered Institute of Personnel Management, CIPMN - Associate's Degree, Human Resources Management/Personnel Administration
University of Lagos - Bachelor's Degree, Economics
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