FLORA ADEKEMI AKINSUNMI
London,ON
Summary
I am a dedicated candidate ready to employ solid customer service skills in banking industry. Skilled at negotiations with focus on sales and promotions. Reliable and committed to providing personalized and efficient service to customers. Also, Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
15
15
years of professional experience
Work History
Head of Operations
FelyMike Commercial Limited
, Nigeria
09.2021 - 04.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Managed & monitored 5+ teams to ensure quality compliance
- Ensure assigned customer care teams offer high-quality services
- Implemented 5+ techniques to reorganize and improve operations
- Develop monthly reports to evaluate team performances and issues
- Improved operational performance of staff through monthly training.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Provided primary customer support to internal and external customers.
Administrative Manager
FelyMike Commercial Limited
, Nigeria
10.2018 - 09.2021
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Adhered to 5+ standard operation procedures and best practices
- Increased company growth by ensuring stability in market share
- Recruited 10+ competent new staff according to firm requirements
- Managed workflow and ensured a 67% increase in working efficiency
- Developed and updated employment records for the firm’s employees.
- Updated reports, managed accounts, and generated reports for company database.
Administrative Officer
Akin Alabi Management Consult Ltd
, Nigeria
03.2013 - 10.2018
- Generated correspondences and memos when requested
- Developed weekly and monthly reports on office activities
- Responded to questions and gave accurate information on requests
- Implemented 10+ successful programs as directed by management.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Updated reports, managed accounts, and generated reports for company database.
Management Serv. Associate
Deloitte LLP
London
04.2012 - 02.2013
- Developed 5+ techniques to maintain suitable approach to projects
- Managed communication with 10+ internal & external departments
- Handled complex customer complaints and enquiries, including PPI
- Collaborated with team to handle a £6bn claims & remediation project ! Monitored daily operational activities and reported issues & problems
- Implemented and met development plans within an agreed timeframe.
Customer Service Associate
Teleperformance Gateshead
Newcastle
07.2011 - 01.2012
- Can quickly adapt to company goals, transformation, and processes; devise techniques for effecting & managing organisational changes
- Maintained consistent customer relationships and promote retention.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Ensured optimal service quality and grew customer base by 45%
- Addressed customer needs and escalated issues to management
- Resolved 30+ complaints and gave advisory and support
- Adhered to company compliance, data protection rules and privacy.
Research Assistant
National Institute Of Policy And Strategic Studies
Jos, Plateau
03.2008 - 01.2009
- Conducted 10+ research using online resources and 5+ tools
- Regularized and vetted for participants' documentation
- Worked both independently and collaboratively in fast-paced laboratory environment.
- Gathered, arranged, and corrected research data to create representative graphs and charts highlighting results for presentations.
- Organized and maintained diaries and scheduled appointments
- Carried out background research and presented findings
- Developed documents, briefing papers, reports and presentations.
Education
Master of Science (M.Sc) - Business with Marketing Mgt
Northumbria University
Bachelor of Science (B.Sc) - Economics
Bowen University
Skills
Business Managementundefined
Timeline
Head of Operations
FelyMike Commercial Limited
09.2021 - 04.2023
Administrative Manager
FelyMike Commercial Limited
10.2018 - 09.2021
Administrative Officer
Akin Alabi Management Consult Ltd
03.2013 - 10.2018
Management Serv. Associate
Deloitte LLP
04.2012 - 02.2013
Customer Service Associate
Teleperformance Gateshead
07.2011 - 01.2012
Research Assistant
National Institute Of Policy And Strategic Studies
03.2008 - 01.2009
Master of Science (M.Sc) - Business with Marketing Mgt
Northumbria University
Bachelor of Science (B.Sc) - Economics
Bowen University
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