About
Highly analytical and customer-centric professional with over 3 years of progressive experience in customer service and administrative operations across diverse industries. Proven ability to resolve complex inquiries, optimize customer journeys, and enhance satisfaction, leveraging expertise in CRM tools and cross-functional collaboration. Eager to apply strong problem-solving skills and a commitment to service excellence to drive operational efficiency and positive customer outcomes within a dynamic organization.
Work
Lagos, Lagos State, Nigeria
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Summary
Managed comprehensive student support and administrative processes to ensure seamless academic operations and enhanced student engagement at a training institution.
Highlights
Provided comprehensive guidance and support to students regarding academic programs, registration, and administrative processes, improving student retention and satisfaction.
Coordinated student enrollment, ensuring accurate documentation and full compliance with institutional policies for over 100+ new students annually.
Managed and maintained accurate student records and robust databases, facilitating easy access and timely updates for administrative efficiency.
Organized and executed orientation sessions, workshops, and extracurricular activities, significantly enhancing student engagement and community integration.
Prepared detailed reports, correspondence, and essential documents related to student services, supporting data-driven decision-making.
Lagos, Lagos State, Nigeria
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Summary
Delivered exceptional customer service and optimized customer journeys, enhancing satisfaction and driving service delivery improvements for a diverse client base.
Highlights
Resolved customer inquiries and complaints promptly, consistently achieving high customer satisfaction rates and reducing resolution times by an estimated 15%.
Oversaw the end-to-end customer journey, implementing strategies that ensured seamless interactions across all touchpoints and improved overall experience.
Managed a portfolio of customer accounts, efficiently processing orders and ensuring accurate, timely fulfillment of client requests.
Monitored and analyzed customer feedback data to identify key trends, leading to actionable insights that drove continuous improvements in service delivery.
Collaborated effectively with cross-functional teams to address complex customer needs and optimize operational processes, enhancing service efficiency.
Lagos, Lagos State, Nigeria
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Summary
Provided comprehensive administrative and HR support, streamlining operations and ensuring efficient management of human resources functions for a fashion company.
Highlights
Assisted with day-to-day HR and administrative operations, improving departmental efficiency by managing schedules and coordinating communications.
Provided critical clerical and administrative support to Human Resources executives, enabling focus on strategic initiatives.
Compiled and meticulously updated employee records (both hard and soft copies), ensuring data accuracy and compliance for over 50+ employees.
Conducted initial interviews and filtered candidates for entry-level positions, reducing recruitment time by 20% and improving candidate quality.
Addressed employee requests regarding HR issues, rules, and regulations, ensuring timely and accurate information dissemination.
Lagos, Lagos State, Nigeria
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Summary
Provided essential customer service support and sales assistance, enhancing product understanding and contributing to lead generation for a fintech company.
Highlights
Provided clear and accurate product information, effectively handling incoming inquiries and maintaining a professional demeanor.
Supported the sales team by qualifying leads and managing basic telesales functions, contributing to a 10% increase in qualified prospects.
Collaborated with cross-functional teams to efficiently resolve customer issues, improving overall service delivery.
Lagos, Lagos State, Nigeria
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Summary
Engaged with customers to educate them on services, collected feedback, and supported lead conversion for a financial services platform.
Highlights
Contacted and educated customers about financial services, generating interest and contributing to a 5% increase in service inquiries.
Collected and analyzed customer feedback to update information systems, providing valuable insights for service improvement.
Directed qualified leads to appropriate departments, facilitating efficient follow-up and contributing to conversion efforts.
Education
Languages
English
French
Yoruba
Skills
Customer Service & Support
Customer Engagement, Customer Support, Conflict Resolution, Customer Journey Optimization, Inquiry Resolution, Customer Feedback Analysis, Service Delivery Improvement.
Administrative & Operational Support
HR Operations, Clerical Support, Record Management, Documentation, Report Preparation, Event Coordination, Project Management.
Sales & Communication
Telesales, Lead Qualification, Customer Education, Cross-functional Collaboration, Professional Communication.
Software & Tools
CRM Tools, Google Workspace, Microsoft Office Suite, Database Management.
Core Competencies
Detail-Oriented, Problem-Solving, Multitasking, Research Skills, Time Management, Team Collaboration, Compliance Adherence.