Atobijuloluwa David Olakunbi

OLAKUNBI, ATOBIJULOLUWA DAVID Email:- Linkedeln: linkedin.com/in/olakunbi-atobijuloluwa Phone Number/Whatsaap: - Experienced Customer Service, Support and Success Specialist with over 8 years of experience. Driven by passion for helping customer accomplish their goals, leveraging on my customer-focused skills to drive customer satisfaction and further improve service level. Understanding that organizational success hinges on strong customer relationships and meeting their needs, whether by providing the right solutions or resolving issues effectively. Possesses advanced knowledge of customer success strategies and service principles, with a strong commitment to increasing customer retention, supporting customer objectives, and driving revenue growth. WORK EXPERIENCE Customer Support Officer FREELANCING -- 01/2024 –Present Responsibilities     Resolving 95% of customer issues within 24 hours, contributing to a great increase in customer satisfaction scores during the first quarter. Effectively managing and nurturing leads through personalized communication, scheduling appointments, and delivering detailed daily reports to ensure progress is tracked and objectives are met. Receiving and managing customer calls, addressing inquiries, and resolving complaints effectively via all channels, and inputting all information on provided CRMs. Collaborating with cross-functional teams to address and resolve technical and lead-related issues efficiently, ensuring seamless operations and enhanced outcomes. Customer Care Officer ALAT by Wema -- 03/2016-Present Responsibilities        Educating new and existing Wema Bank customers on the ALAT app with personalized, step-by-step onboarding tailored to individual needs. Providing hands-on practice sessions to ensure seamless app adoption. Offering ongoing support beyond onboarding through follow-up assistance. Collaborating with technical teams to address and resolve customer issues and complaints. Recommending relevant financial products to enhance the overall banking experience. Delivering services both on-site and virtually for convenient and accessible support. Inputting every customer's encounter into CRM systems like CSMS, Freshdesk/Freshworks, Arbiter and UPDMS to resolve issues and ensure proper follow-up. Call Center Agent AIRTEL NG (ISON BPO) --- 03/2014-02/2016 Responsibilities      Received and managed customer calls, addressing inquiries, and resolving complaints effectively. Educated customers about product and service details to ensure clarity and satisfaction. Answered questions about merchandise and pricing with accuracy and professionalism. Recommended products and services with detailed explanations to meet customer needs Inputting every customer's encounter into CRM systems like Tab3 CRM and Singleview CRM (CGSI) to ensure proper follow-up and record keeping. SKILLS AND COMPETENCE       Customer Relationship Management Software (Freshdesk/Freshworks, CSMS, etc) Excellent written and verbal communication skills Interpersonal and customer relationship Accurate data entry and Attentions to Details Empathy and Emotional intelligence Excellent Email and Phone etiquette EDUCATION Post Graduate Diploma in Business Administration and Management Olabisi Onabanjo University - Ago Iwoye September 2017 – June 2019 Bachelor of Science in Biochemistry Bowen University, iwo September 2008 - June 2013 Professional Trainings/Certifications NHIP Customer care training 2014 Teamwork Skills: Communicating Effectively in Groups 2021 Digital Transformation 2021