Adeola Christiana Bankole

ADEOLA BANKOLE CUSTOMER SERVICE REPRESENTATIVE PROFESSIONAL SUMMARY EXPERIENCE Customer Service Representative with a proven track record of delivering exceptional service through phone, chat, and email support. Skilled in troubleshooting issues, resolving customer concerns, and driving retention. Adept at handling high call volumes, building strong customer relationships, and using customer service tools to enhance customer experiences. SMILE COMMUNICATIONS ABOUT ME 321 Road, G Close, House 1, Festac Town, Lagos Customer Support Associate (2023/11 2025/01) • Used call center software (HubSpot, LiveChat, Talkdesk) to manage customer interactions, reducing average handling time by 22%. • Provided sales and retention support, leading to a 12% increase in customer renewals. • Assisted customers in troubleshooting issues, offering step-by-step guidance that resolved 87% of cases without escalation. • Built strong customer relationships by delivering empathetic and solution-driven service, exceeding expectations. • Handled an average of 70+ inbound calls per day in a fast-paced, performance-driven environment, ensuring a 98% SLA response rate. --m SOCIAL https://goto.now/lerQs SKILL Troubleshooting & Problem-Solving First Call Resolution (FCR) & SLA Compliance Customer Retention & Engagement TheTHE DewDEW CenterCENTER Customer Success Representative (2021/02 - 2022/10) • Managed an average of 80+ inbound and outbound calls daily, assisting customers via phone, chat, and email with inquiries, complaints, and tailored solutions. • Troubleshot technical issues and provided tailored solutions, leading to a 92% First Call Resolution (FCR) rate and minimizing ticket escalations. • Conducted 20+ outbound engagement calls per day, addressing concerns and improving customer retention by 18%. • Maintained 100% SLA compliance by ensuring no accumulated tickets at the end of each shift, keeping resolution times within the required timeframe. • Used Salesforce, Zendesk, and Freshdesk to track interactions, reducing average response time by 30%. • Collaborated with internal teams to resolve complex issues, contributing to a 25% reduction in unresolved cases. cvpdf.com Inbound & Outbound Calling CRM Tools (Salesforce, Zendesk, Freshdesk, Hubspot) Technical Support & Resolution Process Improvement & Collaboration Call Center & Multi-Channel Support (Phone, Chat, Email) LANGUAGE English EDUCATION EKITI STATE UNIVERSITY BSC ED: Social Studies (2015/01 - 2020/01) EXTRACURRICULAR & CERTIFICATIONS CUSTOMER SERVICE ETIQUETTES Coursera Learned professional communication techniques to enhance customer interactions over phone, chat, and email. Coursera CUSTOMERS SERVICE FOUNDATIONS Coursera Developed skills in troubleshooting issues, retention strategies, and delivering tailored solutions to customer Developed skills in troubleshooting issues, retention needs. strategies, and delivering tailored solutions to customer needs. Coursera PHONE AND CHAT SUPPORT Coursera Gained expertise in handling high-volume inbound and outbound calls, resolving inquiries efficiently, and ensuring Gained expertise in handling high-volume inbound no ticket backlog. and outbound calls, resolving inquiries efficiently, and ensuring no ticket backlog. DEVELOP A CUSTOMER SERVICE Develop a customer service mindset MINDSET Coursera Cultivated a proactive approach to building customer relationships, driving retention, and improving processes. cvpdf.com