ALIYAH ADEBIYI
Lagos, Nigeria | - |-SummarY
Results-driven professional with extensive experience in customer service and support, adept at enhancing customer
satisfaction and optimizing service operations. Proven track record of achieving a 95%+ satisfaction rate and reducing response
times by up to 30%. Skilled in handling high-volume inquiries, implementing process improvements, and providing expert
support across multiple channels. Adept at training and mentoring teams to exceed performance metrics and drive service
excellence. Eager to leverage comprehensive skills and industry knowledge to contribute to a dynamic customer support team.
SKILLS
● Recruitment
● Problem-Solving
● CRM System
● Customer Support
● Communication
● Customer Service
● Content Creation
● Digital Marketing
● Call center operation
● Search Engine Optimization
● Project Management
● Presentation Preparation
● Data Analysis
● Team Collaboration
● Adaptability
● Customer Focus
● Graphic Design
● Organizational Skills
● Time Management
● Sales Techniques
● Attention to Detail
Experience
Content Creator, August 2024
Mutuals
USA
I volunteered at mutuals as a content creator. I played a crucial role in delivering excellent work to drive traffic to the
page and help the brand grow.
Key Responsibilities:
● Brainstormed and generated creative content ideas.
● Wrote detailed content briefs, including key points, target audience, and objectives, ready for production.
● Collaborated with the production team to ensure content aligns with brand guidelines and objectives.
● Researched industry trends and competitor content to inform idea generation.
● Provided regular updates on idea generation progress and brief completions.
● Communicated with the team through Slack, providing updates on work completed and plans for the day.
● Created graphic designs, slides and posts matching the brand's color, objective and target audience.
Customer Service Representative
January 2024
Fruitlodge
Lagos, Nigeria
As a Customer Service Representative at Fruitlodge, I played a crucial role in delivering top-notch customer support, ensuring a
high level of satisfaction and operational efficiency. My responsibilities included managing customer inquiries across various
communication channels, improving internal processes, training new team members, and cDeliveredollaborating with other
departments to enhance overall service performance.
Key Responsibilities:
● exceptional customer support across multiple channels, consistently achieving a 95%+ satisfaction rate.
● Pioneered process improvements that reduced average response time by 20%, enhancing overall service efficiency.
● Trained and mentored over 10 new customer service representatives, resulting in a 15% increase in team performance.
Key responsibilities:
● Collaborated with sales and technical teams, contributing to a 10% boost in cross-functional service efficiency.
● Helped create graphic designs, flyers.
HR Recruitment Specialist
Aug 2023 - Jan 2024
Swap Space
Dubai
As an HR Recruitment Specialist at Swap Space, Dubai, I was responsible for overseeing the end-to-end recruitment process.
My role involved developing and implementing effective recruitment strategies, managing the applicant tracking system, and
optimizing candidate selection to meet organizational staffing needs. My efforts contributed to significant improvements in hiring
efficiency and candidate retention.
Key Responsibilities:
● Achieved a 25% reduction in time-to-hire by streamlining recruitment workflows and leveraging innovative sourcing
methods to quickly identify and secure top talent.
● Implemented targeted recruitment strategies that led to a 30% increase in employee retention by attracting high-caliber
candidates and ensuring a strong cultural fit.
● Upgraded the applicant tracking system to improve recruitment process efficiency and candidate selection accuracy,
enhancing overall hiring operations.
● Worked closely with hiring managers to understand role requirements and business needs, ensuring alignment of
recruitment efforts with organizational goals and delivering tailored candidate solutions.
Call Centre Agent
Oct 2023 - May 2024
Veikechers Collection
USA
In my role as a Call Centre Agent at Veikechers Collection Int., USA, I managed a high volume of customer calls while
consistently delivering top-notch service. I focused on improving call efficiency and customer satisfaction, contributing to team
success and enhancing overall operational performance.
Key responsibilities:
● Handled over 100 calls daily, achieving a 95% customer satisfaction rate by addressing inquiries and resolving issues
effectively.
● Spearheaded an initiative to standardize call scripts, which cut handling time by 15% and improved the quality of
customer interactions.
● Consistently met and exceeded performance targets, including high first-call resolution rates, contributing to the team’s
success.
● Implemented process improvements that streamlined operations and enhanced customer service delivery, leading to
more efficient call handling.
Researcher & Customer Support
Apr 2023 - Jul 2023
Appen
Australia
As a Researcher & Customer Support professional at Appen, Australia, I played a dual role involving market research and
customer support. I led initiatives to uncover industry trends, refined feedback analysis processes, and delivered high-quality
support to enhance customer satisfaction and drive strategic improvements.
Key Responsibilities:
● Directed a comprehensive market research project that identified key industry trends, which informed the development
of targeted marketing strategies and drove business growth.
● Improved processes for analyzing customer feedback, generating actionable insights that led to better product offerings
and increased customer satisfaction.
● Delivered high-quality customer support that reduced average resolution time by 30% and significantly improved overall
service quality.
● Utilized research findings and customer feedback to contribute to strategic decision-making and operational
enhancements, supporting the company's objectives and customer needs.
Content Writer
July 2023
Firstklass Properties
Lagos, Nigeria
As a Content Writer at Firstklass Properties, Lagos, Nigeria, I was responsible for creating engaging and effective content to
enhance the company’s online presence. My role involved crafting high-quality written materials, collaborating with SEO
specialists, and managing editorial schedules to meet deadlines and achieve content goals.
Key Responsibilities:
● Crafted compelling content that drove a 20% increase in website traffic and a 15% boost in social media engagement
through targeted and engaging writing.
● Worked closely with SEO specialists to optimize content, resulting in a 25% improvement in organic search rankings and
enhanced visibility in search engine results.
● Managed and adhered to strict editorial deadlines, ensuring timely delivery of high-quality content that met client
expectations and maintained consistency.
● Contributed to the development of content strategies by analyzing performance metrics and audience engagement,
supporting overall marketing and business objectives.
Sales Executive
2018 - 2020
Leeyah Collectionz
Lagos, Nigeria
As a Sales Executive at Leeyah Collectionz, I was instrumental in driving sales growth and enhancing client relationships. My
role involved managing a substantial client portfolio, leading sales initiatives, and organizing events to boost brand visibility and
customer loyalty.
Key Responsibilities:
● Contributed to 80% of the company's total sales, significantly boosting brand visibility and strengthening customer
loyalty through strategic sales efforts and relationship management.
● Oversaw a portfolio of 100+ clients, ensuring consistent communication and maintaining high levels of client satisfaction
through personalized service and effective problem-solving.
● Organized and managed events and meetings to improve client engagement and foster stronger relationships,
enhancing overall client satisfaction and retention.
Key responsibilities:
● Developed and executed sales strategies that increased market penetration and revenue, while analyzing sales data to
refine approaches and achieve business goals.
● Did graphic designs. Created over 100 flyers and cards.
● Did data entry tasks to help keep record of sales and see improvement in sales.
Digital Marketer
2018 - 2019
Almond Global
Lagos, Nigeria
As a Digital Marketer at Almond Global, I was responsible for developing and executing comprehensive digital marketing
strategies to drive sales and enhance online presence. My role included managing email marketing campaigns, optimizing digital
channels for customer support, and contributing to overall marketing objectives.
Key responsibilities:
● Developed and implemented digital marketing campaigns that increased sales by 25%, utilizing data-driven strategies
to maximize campaign effectiveness.
● Created and managed targeted email marketing campaigns, achieving a 20% open rate and a 10% conversion rate
through strategic content and audience segmentation.
● Delivered high-quality customer support across various digital channels, ensuring prompt and effective resolution of
inquiries and maintaining excellent service standards.
● Analyzed campaign performance and digital channel metrics to refine marketing strategies, enhance engagement, and
improve overall marketing outcomes.
Virtual Assistant
2019 - 2020
Nation Builders
Provided comprehensive administrative support by managing executive schedules, coordinating meetings, and organizing travel
arrangements, leading to a significant increase in operational efficiency. Contributed to sales growth through strategic planning
and supported executive decision-making with detailed reporting and presentations.
Key responsibilities:
● Managed executive schedules, meetings, and travel arrangements, resulting in a 30% increase in operational efficiency
and optimized time management.
● Implemented strategic planning initiatives that drove a 15% boost in sales through targeted outreach and effective
follow- up activities.
● Prepared detailed reports and presentations that facilitated executive decision-making and strategic planning, ensuring
clear communication of critical information.
● Improved administrative processes by organizing and prioritizing tasks, contributing to smoother operations and more
efficient management of executive functions
Education and Training
Lagos Muslim International School
Diploma
Lagos
Erudite Millennium Ltd
Oct 2023 - Apr 2024
● 4IR Studies: Completed coursework in Python, JavaScript, HTML & CSS, Web Development, and Graphic
Design.
● Data Entry At Accounting Hub.
● Demand In IT Skills At Digital Witch.
CerTIfICaTIonS
● Certified Entry Level in Python.
● Demand In IT Skills
● Data Entry
