Omolade Afolabi
Calgary,CA-AB
Summary
Knowledgeable and dedicated customer service professional with extensive experience in different industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Associate
Hinduja Global Solutions
10.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered over 50 customer telephone calls promptly to avoid on-hold wait times thereby increase sales by 10%.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Provided training and support to new associates to help provide high-quality customer service.
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Solved problems with products and services by providing customers with technical support.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Increased revenue by cross-selling and upselling products and services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and team productivity by promoting operational best practices.
Senior Customer Service Supervisor
Turahfrique Interiors Limited
02.2015 - 12.2021
- Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Conducted training and mentored team members to increase productivity by 50%.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Implemented feedback system for customers to provide comments and suggestions to improve service.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Implemented project management techniques to overcome obstacles and increase team productivity with staff ,workers and artisans.
Education
Bachelor of Science - Statistics
Olabisi Onabanjo University
Nigeria 11.2011
Skills
- MS Office Proficiency
- Project Management
- Inbound and Outbound Calling
- Customer Service and Assistance
- Presenting Solutions
- Customer Relationship Management
- Cross-Functional Team Collaboration
- Complex Problem-Solving
- Customer Complaint Resolution
- Product Knowledge
- Sales and Upselling
- Customer Retention Strategies
- Collaborative Environments
- Administrative and Office Support
- Negotiation
Certification
- Scrum Master Accredited Certification
Timeline
Customer Service Associate
Hinduja Global Solutions
10.2022 - Current
Senior Customer Service Supervisor
Turahfrique Interiors Limited
02.2015 - 12.2021
Bachelor of Science - Statistics
Olabisi Onabanjo University
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