OLAJIDE FAPOHUNDA
Brampton,Ontario
Summary
I am a customer service specialist with more than 7 years experience, bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Team Lead,Customer Experience/Reconciliation Specialist
Access Bank Plc
07.2013 - 12.2022
- Defused customer concerns with exceptional conflict and problem-resolution skills.
- Used exceptional communication to connect with customers, assess needs, and present solutions.
- Verified the accuracy of customer account information and update it when necessary.
- Provided customers with detailed information on company products, services, and materials.
- Identified customer issues with products or services, investigated causes and initiated resolutions.
- Assisted in training new employees and participated in cross-training with other departments.
- Maintained an extensive knowledge of company products to recommend items aligned with customer needs.
- Documented customer interactions in the internal database to maintain customer service history details.
- Coached team members in techniques necessary to complete job tasks.
Customer Service Specialist
MTN Nigeria
05.2009 - 06.2013
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging a positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered an average of 120 calls per day, addressing customer inquiries, solving problems, and providing product information.
Education
Bachelor of Science - Economics
University of Ado-Ekiti
Nigeria06.2002
High School Diploma -
Daily Light College
Lagos, Nigeria06.2002
Skills
- Extensive use of Microsoft EXCEL and POWERPOINT
- Proficient use of FLEXCUBE
- Excellent use of DBPOOL and Microsoft Dynamics CRM
- Good use of TRANZWARE FIMI
- Technical Aptitude
- Critical Thinking
- Integrity
- Senior Leadership Support
- Training and development
- Conflict Mediation
- Customer Relationship Management
Certification
- Customer Service Training, MTN Nigeria - 4th-15th July 2011
- Certified Customer Service Professional/Certified Telesales Professional Telemarketingdiploma.com, April 2013
Timeline
Team Lead,Customer Experience/Reconciliation Specialist
Access Bank Plc
07.2013 - 12.2022
Customer Service Specialist
MTN Nigeria
05.2009 - 06.2013
Bachelor of Science - Economics
University of Ado-Ekiti
High School Diploma -
Daily Light College
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