AYOOLA OLASHORE
Nigeria
- --
PROFESSIONAL SUMMARY
Astute Customer Service Manager with over 12 years of experience and notable
achievements in delivering robust client service, resource management, and administrative
management while supporting various aspects of client retention, identifying client
requirements, recommending solutions, and assisting clients to ensure a high level of
satisfaction. Maintains a track record of consistently meeting and exceeding goals and
customer expectations, educating clients on the organization's products, and recommending
the best options that meet their long-term needs. Assists in leading interactions with clients
to identify business needs and areas for improvement. Possesses a practical work ethic and
highly improved leadership skills with poise for excellence.
SKILLS
Technical Proficiency
• Zendesk
• Freshdesk
• Hubspot
• Zoho
• Salesforce
• Trello
• LiveAgent
• Help Scout
• ServiceNow
• Jira
• Microsoft Office
• Google Suite
• K2
• Sharepoint
Core Competencies
• Business Development
• Administrative Management
• Sales and Marketing Strategies
• Resource Management
• Client Relations and Retention
• Operations Management
• Customer/Client Service
• Conflict Resolution
• Performance Optimisation
• Emotional Intelligence
• Reporting and Documentation
• Training and development
• Virtual Assistance
• Quality Assurance
WORK HISTORY
09/2021 - 12/2023
08/2018 - 09/2021
Operations Manager
Polaris Bank Limited - Nigeria
• Utilized core banking CRM to resolve customer issues, increasing customer
satisfaction
• Acted as a liaison between clients and other departments while ensuring efficient
administrative management.
• Strategically managed relationships with internal and external customers while
reflecting the brand values.
• Sold banks products/services to customers and disseminates information and bank's
policies to customers.
• Partnered with customers individually to help them get the most out of their accounts
and understand the features.
• Reviewed processes to ensure compliance with regulatory policies and customer
confidentiality procedures.
• Ensured continuous staff training and supervision.
• Provided the banks' products and services via the most suitable channel to meet
customer needs.
• Liaised with relevant back-office units to process and fulfill all customers'
transactions.
• Prepared reports for management detailing the identification and resolution of bank
issues.
Cash Officer
Polaris Bank Limited - Nigeria
10/2014 - 09/2018
08/2007 - 10/2014
• Monitored all balances and deposits to ensure that all money in the bank is accounted
for and adequately
documented; always ensured cash availability and access to customers.
• Reconciled cash by day end to maintain accurate balances.
• Ensured customers are efficiently attended to within the stipulated turnaround time.
• Ensured strict compliance with banks policies and procedures.
• Ensure General Ledger accounts are periodically reconciled to ensure correctness.
Head Customer Service/Relationship Management
Skye Bank Nigeria Plc - Nigeria
• Resolved product/service problems by clarifying the customer's complaint; determined
the cause of the problem; explained the best solution; expedited correction or
adjustment; escalated and followed up to ensure prompt resolution.
• Attracted potential customers by answering product and service questions; suggesting
information about other products and services.
• Accurately collected and analysed data and properly reported and forecasted newly
deployed products.
• Ensured 100% compliance with procedures and policies guiding products and
services.
• Monitored the standardisation in customer service delivery across the branch to ensure
bank-wide consistency with service delivery.
• Developed and prepared periodic reports on customers' feedback while outline
recommendations for management.
• Designed strategic initiatives for improving service and addressing process lapses
while ensuring customers' satisfaction is met.
Senior Cabin Crew Member
Arik Air/Hifly Aviation - Nigeria
• Promoted and marketed the airline services to enhance passengers' travel experience
by recommending products and services.
• Ensured passengers' safety, security, and comfort; provided protocol services to VIP
passengers, onward transportation, and accommodation during international and local
flights.
• Managed aircraft float and ensured proper accounting record was kept. Promptly and
efficiently managed all aircraft outstation bills.
• Demonstrated proper safety procedures to passengers and provided them with
information about the aircraft, emergency exits, and safety equipment.
• Handled the procurement of in-flight supplies for the aircraft, reducing the service's
cost.
EDUCATION-
Diploma in Customer Service
Career Forte
Bachelor of Science: Political Science
University of Lagos - Nigeria
CERTIFICATIONS
Customer Service and Airline Safety Training – Virgin Atlantic Training Center,
London
Introduction to CRM with Hubspot – Coursera
Branch Transformation and Profit Optimization Training- Knowledge Capital.
Sales and CRM Overview- Coursera
Basic IT Support Skills- Digital Witch
Salesforce Administrator - Heels and Tech
