Ayodele Bamidele

AYODELE OLUWATOBI BAMIDELE Lagos State, Nigeria - –- PROFESSIONAL SUMMARY Dynamic and results-driven Customer Support Professional with over 5 years of experience in dynamic and fast-paced environments. Demonstrated ability to handle customer inquiries, resolve issues, and ensure satisfaction through personalized service delivery. Skilled in building strong relationships and adapting to evolving customer needs, resulting in increased customer loyalty and retention. Proficient in leveraging effective communication and problem-solving skills to enhance the customer experience and drive company goals. Experienced in virtual assistance and proficient in CRM tools, Microsoft Office Suite, and administrative support functions. Committed to delivering excellence in customer service and contributing positively to team dynamics. SKILLS          Customer Service. Virtual Assistance. Complaint resolution. Order Processing. Email/Chat Support. Effective Communication. Troubleshooting. Administrative Support. Solid knowledge of CRM software (HubSpot, Freshdesk, Intercom, etc.)  Up-to-date knowledge of the latest trends in technology and commitment to learning.          Microsoft Office Suite. Data Entry. Appointment Scheduling. Google Workspace. Time Management. Calendar Management. Call Documentation. Problem-solving aptitude. Proficiency in Product Management tools (Asana, Trello, Zapier, etc.).  Patience, Attention to detail, and a positive approach to problemsolving. WORK HISTORY 04/2024 Lagos State, Nigeria · Remote Customer Support Agent Wonderxhub Limited, Nigeria  Assisted in troubleshooting hardware and software issues for over 100 employees, resulting in a 20% decrease in IT helpdesk tickets from various CRMs.  Collaborated with other IT staff to implement a new SLA, ensuring data integrity and time compliance with industry standards.  Participated in weekly team meetings to discuss project updates, provide insights, and contribute to the overall strategic direction of the company.  Builds rapport with customers to closely understand their preferences and needs, leading to more targeted and appreciated service delivery.  Implements an efficient customer contact management system, reducing data discrepancies by 20% and improving customer response time.  Manages the outsourcing of services to other remote workers, ensuring efficient order fulfillment and customer satisfaction.  Plays a key role in complaint resolution by collaborating with various departments, which decreased escalated customer complaints by 10%. 01/2021 – 03/2024 Nigeria · On-site Customer Relationship Officer ASHA Microfinance Bank  Assessed creditworthiness by processing loan applications and documentation within designated limits.  Conducted interviews with applicants to ascertain financial eligibility and feasibility of loan approval utilizing CRM tools.   01/2019 – 01/2021 Nigeria · Hybrid Negotiated payment plans and expedited payments to ensure prompt receipt. Provided outstanding assistance to over 1200 customers over the years, contributing to a 25% increase in positive customer reviews through a customer-centered service approach. Administrative Assistant EmmaGlo And Family, Inc.  Utilize various productivity software to write, edit, compare, and revise documents.  Schedule appointments and maintain calendars for the CEO and top executives.  Collate and distribute mail; prepare communications, such as memos, emails, invoices, reports, and other correspondence.  Use presentation software to create and show data analysis to make a pitch.  Act as the IT Systems Officer, providing support and first-line response to general IT inquiries from customers. EDUCATION 01/2024 – 06/2024 Nigeria On-Demand IT Skills Digital Witch Support Community.  Organized various tutorial sessions for my fellow cohorts, which led to a 45% increase in knowledge retention and participation in subsequent classes. 02/2013 – 11/2018 Nigeria Earth Science (Geology) | Bachelor of Science - BSc Adekunle Ajasin University.  Achieved Dean's List recognition for academic excellence in Earth Science (Geology) in the academic years 2013/2014 and 2014/2015. TRAINING AND CERTIFICATIONS 2023 – 2024 Remote. UDEMY  Professional Diploma in Customer Support Skills.  Professional Diploma in CRM Platforms Management.  IT Support Technical Skills Helpdesk Certificate.  Professional Certificate in Customer Experience Management. COURSERA  Professional Certificate in Technical Support Skills. ALX  Diploma in AI Career Essentials. 2021 – 2024 Nigeria. LEADERSHIP /MANAGEMENT TRAINING  Young Shall Grow (YSG) Workshop in Exceptional Presentation, Crucial Conversation, and Team Leadership.  Conversations With A Don with Emeka Nobis on Leadership, Winning Strategic Opportunities (Pre-Tender, Tender, Contract), and Customer Relation Management (CRM).  Hangout with Gbenga Adene (HOWGA) Program on Partnership liaison, Operations Support, and Coordination. REFEREES Available On Request