Aminat I. Oyiza

AMINAT I. OYIZA CUSTOMER SUPPORT SPECIALIST Abuja, Nigeria PROFESSIONAL SUMMARY Experienced and Result Oriented Customer Support Specialist with 7 years success in Commercial Aviation, Financial Services and Food Service Industry. Proven expertise in complex problem resolution, Developing customer retention initiatives and Business Development opportunities using customer feedback. Achieved 91% Customer satisfaction, Managed over 100 high profile customers and Consistently improved customer retention rate by 70% year on year. Known for Fixing complex situations and improving quality of service delivery. Core Competencies: Outbound and inbound Support. Email and Chat Support. Data Entry & Management. Business Development. Professional Experience UMZA AVIATION SERVICES NIGERIA LIMITED, 12/2024 – Present | Hybrid CUSTOMER SUPPORT ( TEAM LEAD) Improved Customer Retention and Satisfaction by 80% by setting a new benchmark for inbound/outbound response time while sustaining a 90% complaint resolution rate and high-quality customer experience. • Drove a 40% increase in Customer Recommendation rates through the implementation of empathetic communication, including real-time updates and proactive contingency support during service disruptions and flight changes. • Boosted positive online customer reviews by 35% by leveraging customer feedback to identify core pain points and collaborated cross-functionally with the IT department to ensure rapid resolution and effective complaints management. • Generated 50 new qualified leads for services in Q3 by executing targeted awareness campaigns across social media platforms, word-of-mouth referrals, and targeted customer referral. • ABDECO FOREIGN CURRENCY EXCHANGE, CUSTOMER SUPPORT EXECUTIVE 02/2022 – 08/2024 | Hybrid Drove a 15% increase in average customer investment volume by consistently providing real-time updates on currency fluctuations, optimal buy times, and investment opportunities, thereby building substantial customer confidence. • Converted an average of 5% new business development opportunities monthly by skillfully managing a 20-hour, multi-channel (inbound, email, chat) support operation and providing accurate, updated financial information. • Reduced financial loss from fraud-related cases by 22% by proactively predicting and intervening in complex financial disputes and educating customers on secure business practices, achieving a 98% successful case resolution rate. • AGBAZ CATERING, (AZMAN AIR), 01/2018 – 2020 | On-Site CUSTOMER SERVICE REPRESENTATIVE Achieved a 96% first-call resolution rate and reduced average inquiry response time by 35% through effective expectation management and a 'customer-first' approach to service delivery. Generated over 10,000 in incremental revenue by establishing a structured customer follow-up and feedback loop that successfully identified and converted 5%more upsell and cross-sell opportunities. Drove a 20% growth in return customers by building strong relationships through empathetic communication and proactive order management, resulting in a 45% increase in positive customer feedback Education DIPLOMA IN FOOD TECHNOLOGY, KADUNA STATE POLYTECHNIC 2010 – 2014 | Nigeria Skills Customer Success Lead Generation Data Entry Ticketing Certificates DATA ENTRY AND EMAIL MANAGEMENT — SOFT QUEST ACADEMY MANAGERIAL SKILLS ( TEAM LEAD) Problem Solving Active Listening Time Management Conflict Resolution Marketing. CRM TOOLS CRANE PAX GOOGLE WORK SPACE DIAL PAD WHATSAPP PAYSTACK CRM PAYGATEPLUS