Favour Olaniran
Edmonton,AB
Summary
A dedicated and results-driven Inside Sales Representative with a proven track record of efficiently managing leads, collaborating with cross-functional teams, and ensuring optimal distribution of sales opportunities. Seeking to leverage my skills and experience to contribute to the growth and success of your organization.
Overview
8
8
years of professional experience
Work History
Technical and Customer Support Representative
Alorica
Edmonton
11.2023 - Current
- Assisted over 100 customers monthly in identifying issues and restoring service and functionality
- Analyzed issues to identify troubleshooting methods, reducing resolution time by 20%
- Achieved a customer satisfaction score of 95% by explaining technical information clearly
- Reduced call handling time by 15% by walking individuals through basic troubleshooting tasks
- Participated in weekly team meetings and training sessions to stay informed about product updates and changes, contributing to a 10% improvement in team performance
- Coordinated with various functions within the company to ensure customer requests were handled appropriately, resulting in a 25% increase in first call resolution.
Technical and Customer Support Representative
Concentrix
Hamilton, ON
11.2022 - 12.2022
- Handled an average of 50 inbound customer queries daily, providing clear and concise information
- Maintained a data accuracy rate of 98% through prescribed applications
- Achieved a first-call resolution rate of 85% by demonstrating exceptional call handling skills
- Collaborated with supervisors to escalate and address customer inquiries, reducing escalation rate by 10%
- Delivered first-level technical solutions for product installation, operation, and maintenance, contributing to a 20% decrease in follow-up calls
- Built and maintained positive customer relations, leading to a 15% increase in customer loyalty.
Customer Success Representative
MTN Nigeria
Lagos
03.2017 - 12.2021
- Designed Client Success Plans for over 50 clients, addressing pain points and business objectives, resulting in a 30% increase in client retention
- Analyzed client data and reported gaps, leading to a 20% improvement in business management practices
- Delivered regular and ad-hoc KPI reports, providing insights that drove a 15% increase in revenue-generating initiatives
- Collaborated with leadership to resolve service or product challenges, enhancing client satisfaction by 25%
- Worked cross-functionally with Sales Enablement, Marketing, Senior Executives, Product, and Legal to optimize programs, resulting in a 20% increase in sales efficiency
- Maintained a client satisfaction score of 90% by providing exceptional customer experiences.
Outside Sales Representative
Brilliant Performance Solutions Limited
11.2017 - 12.2020
- Prospected and conducted over 200 face-to-face sales calls with business executives and directors, leading to a 30% increase in new accounts
- Established new accounts through cold calling and personal visits, achieving a 40% increase in customer base
- Negotiated terms and contracts with clients, maintaining a 25% profit margin on sales
- Visited customer locations to evaluate requirements and propose strategic solutions, resulting in a 20% increase in sales conversions
- Achieved 120% of monthly sales targets by prospecting and acquiring new clients
- Strengthened relationships with existing clients, leading to a 35% increase in repeat business.
Inside Sales Representative
Brit Property Nigeria Ltd
Lagos
03.2016 - 09.2019
- Monitored and claimed new leads promptly from the lead management system, ensuring timely response and engagement.
- Maintained minimum activity thresholds, guaranteeing continuous access to the lead pool and maximizing sales opportunities.
- Responded to all incoming leads in a timely manner, meeting or exceeding response time targets.
- Collaborated with Operations and Marketing Managers to strategically allocate opportunities among licensed and non-licensed team members, enhancing overall team performance.
- Facilitated the distribution of buyers to Buyer Agents and sellers to Team Leads, aligning client needs with team member strengths and capacities.
- Ensured diligent follow-up on all leads, driving progression through the sales funnel to successful closures.
- Consistently achieved or surpassed sales targets through effective lead management and collaboration.
- Implemented strategies to optimize lead conversion rates and improve overall customer satisfaction.
Education
High School Diploma -
Fluorescent Academy High School
07.2016
Skills
- Lead Management and Distribution
- Sales Funnel Management
- Customer Relationship Management (CRM) Software
- Collaboration and Team Coordination
- Strategic Sales Planning
- Excellent Communication and Interpersonal Skills
- Time Management and Organizational Skills
Languages
English
Full Professional
Timeline
Technical and Customer Support Representative
Alorica
11.2023 - Current
Technical and Customer Support Representative
Concentrix
11.2022 - 12.2022
Outside Sales Representative
Brilliant Performance Solutions Limited
11.2017 - 12.2020
Customer Success Representative
MTN Nigeria
03.2017 - 12.2021
Inside Sales Representative
Brit Property Nigeria Ltd
03.2016 - 09.2019
High School Diploma -
Fluorescent Academy High School