Olayinka Fasuba
Summary
Experienced customer service team lead and office administration professional with over10 years in different sectors. Proven ability to lead teams, enhance service delivery, and manage operations efficiently. Skilled in data analysis, problem-solving, and effective communication, with a strong commitment to teamwork and excellence.
Overview
12
12
years of professional experience
Work History
Information Officer
Service Alberta and Red Tape Reduction (GOA)
Edmonton, AB
06.2022 - Current
- Offer detailed information about products, services, policies, or programs (e.g., insurance, billing, membership)
- Recommend alternative courses of action, including transferring calls to appropriate departments when necessary.
- Provide feedback on newly implemented services by Service Alberta to enhance customer satisfaction.
- Ensure clients are able to access vital information related to healthcare, financial aid, and other vital services via the online platform.
- Respond to inbound calls, emails, or messages from customers seeking information about products, services, or issues.
- Assist customers with placing, modifying, or canceling orders, and ensure they understand the order process.
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- Ensure that calls are answered within a certain time frame and that customer issues are resolved within set time limits.
- Input customer details, feedback, and other information accurately into Service now for statistical purpose.
- Act as support to the wildfire helpline when needed.
Customer Service Supervisor
Ikeja Electric Distribution Company
01.2021 - 04.2022
- Oversaw a team of customer service representatives, providing guidance, support, and motivation to ensure high performance in line with the set KPIs.
- Trained new hires and conducted ongoing training for existing staff to enhance their skills and knowledge
- Evaluated team performance, provided feedback, and implemented improvement plans as needed
- Monitored and managed daily operations to ensure smooth and efficient service delivery
- Handled complex or escalated customer complaints and issues, ensuring timely and effective resolution
- Worked closely with other departments (e.g., sales, technical support) to address customer issues and improve service delivery
- Developed and implemented strategies for cross-selling and up-selling company products and services, contributing to revenue growth
- Fostered a collaborative work environment, encouraging teamwork and professional development among staff.
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Administrative Assistant
Mackintouch Consulting
01.2016 - 12.2020
- Provided administrative support, including managing phone calls, scheduling appointments, and preparing reports
- Handled document management and maintained office policies and procedures for efficient operations
- Performed data entry tasks, inputting information into systems and ensuring data accuracy
- Assisted in the preparation of regularly scheduled reports, contributing to the efficient operation of the office
- Helped onboard new employees by setting up workstations, ensuring access to IT systems, and providing basic technical support
- Updated and maintained office policies and procedures, ensuring adherence to best practices and organizational standards
Contact Centre Agent
Hrindexx/GTBank
10.2012 - 12.2015
- Responded promptly to customer inquiries in person, via telephone, letter, and email, ensuring customer satisfaction
- Utilized the in-house system to record necessary information and initiate actions as required, ensuring efficient service delivery
- Dealt efficiently with questions and queries from customers, providing accurate and timely information
- Directed requests and unresolved issues to appropriate units, ensuring that customer concerns were addressed effectively
- Promoted the company's products and services to customers, handling objections professionally to secure customer interest
Education
Bachelor of Arts - English Language
University of Lagos
Diploma - Business Administration - Human Resources Coordinator
Robertson College
Skills
- Proficiency in data analysis tools such as CRM, CIS, CXone, ServiceNow, and ULTIMA
- Strong customer service and administrative skills
- Takes responsibility for the role and ensures the accuracy of the information provided to customers
- Analytical and problem-solving capabilities
- Excellent written and verbal communication skills
- Demonstrated proficiency in Microsoft Office products (Word, Excel, PowerPoint)
Timeline
Information Officer
Service Alberta and Red Tape Reduction (GOA)
06.2022 - Current
Customer Service Supervisor
Ikeja Electric Distribution Company
01.2021 - 04.2022
Administrative Assistant
Mackintouch Consulting
01.2016 - 12.2020
Contact Centre Agent
Hrindexx/GTBank
10.2012 - 12.2015
Diploma - Business Administration - Human Resources Coordinator
Robertson College
Bachelor of Arts - English Language
University of Lagos