ADAMMA OLERU
Lagos state, Nigeria • - •-
CUSTOMER SERVICE MANAGER.
SUMMARY
An empathetic Customer Service Expert with over 5 years record of resolving customer concerns and enhancing maximum
satisfaction. Skilled in managing emails and phone call queries where I applied communication, problem-solving, and use of CRM
system to deliver 99% satisfaction.
CORE SKILLS
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Communication
Empathy
Problem Solving
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Patience
Technical Proficiency
Point-of-sale Skill
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Time management
Attention to Detail
Adaptability
PROFESSIONAL EXPERIENCE
Justada Kitchen, Lagos, Nigeria
January 2022 – Present
Customer Service Manager
● Handled irate customers with professionalism resulting in a 99% customer satisfaction score during peak period and
hours.
● Process customer’s orders and inquiries with 99% accuracy, leading to a 15% decrease in order error.
● Follow up with existing customers, leading to a 25% increase in customer retention.
● Train new team members, improving team performance and increasing overall customer experience rate by 25%.
United Bank for Africa (UBA), Lagos, Nigeria
December 2020 – December 2022
Murphol Clean Support Services, Lagos, Nigeria
November 2017 – November 2019
Customer Fulfilment Officer
● Effectively resolved customer’s complaints by handling 80+ emails daily, resulting in a 25% increase in customer’s
satisfaction.
● Oversaw high volume email traffic during peak hours and periods.
● Reviewed customer’s review data to identify key service improvement area(s), leading to a 13% increase in customer’s
retention rate.
● Assisted with onboarding of new team members, resulting in a healthier working environment.
Customer Service Representative.
● Handled over 50 calls daily resulting in resolving and achieving a 95% rate through effective communication and problem
solving.
● Enabled customer training sessions on new products and product features resulting in improved user proficiency.
● Assisted customers with product return and exchange leading to improved customer experience and an 80% rate of
resolution.
EDUCATION
Yaba College of Technology, Yaba, Lagos, Nigeria
Banking and Finance, OND.
CERTIFICATIONS & OTHER
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Training for Virtual Assistants- Udemy, 2024.
English (Native).
July, 2017.
