Muyiwa Kolapo
Waterloo,ON
Summary
Service-focused Customer Success Associate dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Smoothly handles questions and resolves concerns with great problem-solving abilities and attention to detail. Multitasks and manages time well to consistently meet performance targets.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Administrative Assistant
Sunflag Nigeria Limited
04.2021 - 04.2024
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Contributed to cost reduction efforts by identifying opportunities for process improvements and negotiating vendor contracts.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Liaised between clients and vendors and maintained effective lines of communication.
- Arrange and co-ordinate workshop seminars and conferences,
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Scheduled office meetings and client appointments for staff teams.
Customer Service Representative
Permanent Nomba
04.2020 - 04.2021
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Cross-trained and provided backup support for organizational leadership.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Cross-trained and backed up other customer service managers.
- Increased efficiency and team productivity by promoting operational best practices.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Implemented and developed customer service training processes.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests for products, services, and company information.
- Promptly responded to inquiries and requests from prospective customers.
Customer Service Associate
Permanent Diamond Bank PLC.
11.2016 - 02.2020
- Issued refunds, merchandise exchanges and price adjustments in compliance with company policies
- Addressed customer concerns and complaints and resolved issues promptly
- Acts as a first interface for international accounts in collaboration with members of global business teams, and local teams
- Working closely with Technical Account Managers (TAMs), Account Managers, and Customer Success to complete a smooth handover and onboarding process
- Acting as a liaison between Nomba and her merchant(s)
- Coaching and mentoring colleagues (new associates) on topics to improve the quality of services rendered to merchants
- Due diligence and KYC check
- Reporting suspicious Transaction to AMLRO
- Client Onboarding
- Evaluated problems of the customers brought to my attention and provide lasting solutions by escalating issues to rightful units
- Sell additional services by recognizing opportunities to up-sell accounts and explaining new features to potential customers
- Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures
- Answered average of Number calls and emails per day, addressing customer inquiries, solving problems and providing product information
- Generate customers interest in the services and products offered by the bank through specific proposition campaigns participation and market stomps
- Delivered 85% First Contact Resolution within agreed SLA and TAT
- Promoted products or services to each customer to consistently achieve sales targets
- Analyze potential loan markets and develop referral networks in order to locate prospects for loans
- Market products to individuals and firms, promoting Client services that meet customers' needs
- Explain to customers the different types of loans and credit options that are available, as well as the terms of those services
- Handle customer complaints and take appropriate action to resolve them
- Collects data from customers, such as their assets, salaries, debts and employment.
Loan Verification Officer
Permanent Femaz Finance
11.2015 - 11.2016
- Verifies the information provided on applications to obtain more information if missing data or mistakes are present
- Generate complete loan applications with corresponding documentation
- Verifies information about applicant history with credit bureaus and other agencies so the lender can approve or deny the loan.
Education
Bachelor of Science - Business Administration
LAGOS STATE UNIVERSITY
Lagos04.2015
High School Diploma -
OLAPADE AGORO MEMORIAL COLLEGE
Ibadan03.2006
Skills
- Administration
- Ability To Work Under Pressure
- Adaptability
- Analytical
- Business Analysis
- Communication Skills
- Customer Service
- Fast Learner
- Listening
- Helping And Advising Customers
- Customer Focused
- Complaint Handling
- Relationship Management
- Customer Relations
Certification
A1 Driving Institute, 2011
Personal Information
Hobbies: Basketball, Board games, Camping, DIY, Hiking, Walking
Languages
English
Native or Bilingual
Timeline
Administrative Assistant
Sunflag Nigeria Limited
04.2021 - 04.2024
Customer Service Representative
Permanent Nomba
04.2020 - 04.2021
Customer Service Associate
Permanent Diamond Bank PLC.
11.2016 - 02.2020
Loan Verification Officer
Permanent Femaz Finance
11.2015 - 11.2016
Bachelor of Science - Business Administration
LAGOS STATE UNIVERSITY
High School Diploma -
OLAPADE AGORO MEMORIAL COLLEGE
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