ADEOLA OPEOLUWA AJAYI
Customer Support Specialist
PROFESSIONAL SUMMARY
Highly organized and versatile individual with customer-service experience. Possesses a sound record of maintaining a highly
efficient and cost-effective operating structure. Ability to handle communication needs of a company, and actively sell
company’s products and services in a bid to increase revenue. Widely recognized by peers and superiors for work diligence, and
ability to build relationships with customers, employees and managers. Aspiring for advancement, increasing my professional
capabilities and bringing out the best in every team I work alongside.
EDUCATION
B.SC IN MASS COMMUNICATION
Covenant University
2017
SCHOOL OF BRAND COMMUNICATION/ADVERTISING
Oxygen Academy
2020
MSC IN MASS COMMUNICATION (PUBLIC RELATIONS & ADVERTISING)
Oduduwa University
2023
SKILLS & TECHNOLOGIES
Customer Service, eHub, Salesforce, Marketing, Gorgias, Competition Surveys, Recharge, Shopify, Vendors’ Management,
Relationship Building, Problem-solving Skill, Administrative Duties, Critical Thinking, Multitasking, CRM Softwares,
Commercial Phone Systems, Emotional Intelligence, Technical Skills, Microsoft Office Suite, Analytical Skill,
Inter-personal Skills, Communication.
EMPLOYMENT HISTORY
CUSTOMER SUPPORT REPRESENTATIVE
Nov 2024 - Present
Foxelli Group
Amsterdam
• Delivered exceptional customer service through timely responses to product and service inquiries via live chat, email, and
phone, supporting customers worldwide.
• Answered approximately 100-150 calls per day within a 3-minute handling time while using a polite and professional
manner to gather information and pinpoint customer needs.
• Achieved and exceeded daily productivity goals, including maintaining a 5-minute average response time for live chats and
responding to 80% of inquiries during an 8-hour shift.
• Conducted on-boarding training for 10 new hires on company-specific policies, procedures and compliance guidelines.
• Conducted product consultations with customers to determine their needs and recommend the best product for them,
achieving top satisfaction survey scores.
• Collaborated with the marketing and content creation team to produce educational tutorial materials to help customers
with purchase decisions, product use and maintenance.
• Served as a primary point of contact to Technical Support Advocates, and provided advanced specialized support and longterm solutions for clients, resulting in a customer satisfaction rate of over 80%.
• High vendor satisfaction was achieved by using active listening and effective communication skills to understand clients'
needs, educate sellers on updated policies and processes, and tailor solutions to their needs.
• Promoted sales of products and services to vendors by educating them on the long-term benefits of sponsored ads to their
online store.
• Effectively handled customer complaints by providing prompt and appropriate solutions, ensuring timely resolution and
follow-up to guarantee customer satisfaction.
• Maintained accurate and detailed records of customer interactions, processed accounts, and managed documentation using
tools such as Gorgias and Shopify.
• Collaborated with cross-functional teams to support additional departmental tasks as needed, contributing to overall
operational efficiency.
• Collaborated across teams to provide support as needed to resolve customer problems on products like M365, and Windows
8-11.
• Maintained a service-oriented mindset, consistently demonstrating enthusiasm to assist customers and address their
concerns.
CUSTOMER SERVICE REPRESENTATIVE
Sep 2023 - Jul 2024
Chamuze Nigeria Limited
• Managed inbound calls and conducted outbound collection calls to boost the company's monthly revenue.
• Conducted in-depth product consultations to assess customers’ needs and recommend the most suitable products, resulting
in top satisfaction survey ratings.
• Utilized CRM tools to track leads, follow up with clients, and maintain accurate records.
• Engaged in proactive outreach to prospective clients, utilizing a range of communication channels, including phone calls,
emails, and social media to generate new business leads and secure appointments.
• Provided outstanding customer service on a leading Nigerian eCommerce platform by effectively handling inquiries,
complaints, and product-related issues.
• Managed refunds and tracked orders to ensure timely and satisfactory resolutions for customers.
• Collaborated with the operations team to streamline processes and improve overall customer experience.
• Accurately documented customer interactions and issues for seamless follow-up and record-keeping.
• Consistently met performance targets and contributed to the company’s growth and reputation.
• Sent emails and responded to customer inquiries with effective solutions.
• Collaborated with the marketing and content creation teams to develop educational tutorial materials that assist customers
in making purchase decisions and understanding product use and maintenance.
CLIENT RELATIONSHIP MANAGEMENT
Jul 2022 - Aug 2023
Bio-Medequiptech & ICEW Medicals
• Handled inbound calls and made outbound collection calls to increase the company's monthly revenue.
• Helped promote the company’s product/services both physically and online.
• Scheduled regular meetings with customers to ensure they are satisfied.
• Helped customers in making purchasing decisions, advised them on creating profitable processes.
• Generated new techniques to make communications more effective.
• Increased product awareness, answered questions, provided advice, and introduced new services via the company’s app.
• Assessed clients' needs and presented suitable promoted products.
BRAND AND COMMUNICATION STRATEGIST
Sep 2020 - May 2022
Oxygen 212
Lagos State
• Gained a deep understanding of client services and objectives.
• Reviewed customer complaints and concerns and sought to improve all aspects of the customer experience with the
company.
• Analyzed data information ranging from customer feedback to surveys measuring brand recognition and engagement.
• Developed and presented strategic marketing recommendations for a range of clients.
CUSTOMER SERVICE REPRESENTATIVE
Jun 2018 - Jun 2019
Jumia Market Place
• Handled inbound calls and made outbound collection calls to increase the company's monthly revenue.
• Answered approximately 100-150 calls per day within a 3-minute handling time while using a polite and professional
manner to gather information and pinpoint customer needs.
• Generated and followed up on sales leads, maintained up-to-date records, and presented reports to management for direct
process improvement and review.
• Oversaw customer service functions and resolved problems within authority range.
• Effectively and promptly identified and solved customer challenges, including following up to ensure remediation.
INTERN
Jun 2015 - Sep 2015
Media Seal
Nigeria
• Supervised social media outreach activities, bought time and space for adverts across different social media platforms.
• Reinforced the strategic agenda of the company to reach out to target markets.
• Assisted in developing key communications materials such as press kits, media mailers, and fact sheets.
• Developed and executed customer-focused public relations campaigns through powerful brand messages.
• Ensured speedy and credible order confirmations and customer issues resolutions.
• Monitored active social media campaigns and responded to Google alerts.
• Assisted in content creation and public relations programs for customers.
• Single-handedly planned and executed events.
INTERN
Ministry of Information & Strategy
• Voiced advertisements and jingles for on-air promotions.
• Assisted with all in-house radio stations (Alausa community radio) during broadcast.
Jun 2014 - Aug 2014
Lagos State
INTERN
Lagos State Television
• Covered entertainment events with camera crew.
May 2013 - Jul 2013
Lagos State
