Azeezat Ibilola Shodunke
Administrative Assistant/Customer Service Officer
--Lagos, Nigeria
PROFESSIONAL PROFILE
Administrative Assistant/Call Center Agent/Customer Service Officer with extensive experience
delivering exceptional customer service, resolving inquiries, and managing clerical operations
remotely. Effectively communicates across various channels, including phone, email, and chat,
fostering strong relationships with clients, stakeholders, and colleagues. Skilled in managing schedules,
communicating with cross- functional teams, and providing administrative support to ensure smooth
operations. Committed to maintaining operation efficiency, implementing procedures, and ensuring
client satisfaction.
CORE SKILLS
▪ Client Management ▪Customer Service and Support ▪Sales ▪ Communication Skills ▪Administrative
Support ▪Data Analysis ▪Conflict Resolution ▪Detail Oriented ▪Time Management ▪Microsoft Office
and Google Suite ▪Teamwork ▪Interpersonal Skills ▪Virtual Support ▪Google Workspace
▪Organizational Skills ▪Appointment Scheduling ▪Record-keeping ▪Documentation ▪Email and
Phone Support ▪Airtable ▪Canva ▪Slack ▪Calendly ▪Trello ▪Loom ▪Monday.com ▪Zapier ▪ClickUp
▪Asana ▪Apollo ▪Chat Support ▪Transcription ▪Database Management ▪Human Resources
CAREER SUMMARY
2017 – Present
Virtual Assistant
Remote | Freelance
Key Responsibilities:
• Streamline administrative procedures by employing CRM software and technology
tools, improving productivity and cost-effectiveness.
• Generate and present reports contributing to a 15% enhancement in decision-making
precision, enabling informed and strategic decision-making and improved performance.
• Address customer inquiries to ensure high satisfaction levels in complaint resolution, bolstering
customer loyalty and retention rates.
• Manage email correspondence, calendar scheduling, database systems, and appointment
setting with 98% accuracy.
2015 – Present
Supervisor, Procurement Admin & Quality Assurance
EMTS/9mobile | Banana Island, Lagos
Key Responsibilities:
• Lead procurement operations, ensure policy enhancement aligned with global standards,
resulting in streamlined processes and optimized resource utilization.
• Manage tender processes, negotiate contracts, and generate comprehensive reports,
facilitating informed decision-making and achieving significant cost savings.
• Drive ERP system optimization efforts, leading to the cancellation of moribund projects valued
at over N10 billion while ensuring compliance with procurement protocols and timely
payments.
• Provide guidance to team members, develop negotiation strategies, and maintain effective
vendor relationships to ensure seamless procurement operations.
2008 – 2015
Contracts Assistant
EMTS/Formerly Etisalat Nigeria | Banana Island, Lagos
Key Responsibilities:
• Orchestrated effective contract management, administrative support, documentation, filing,
and archiving of contracts and bids, resulting in a 20% reduction in processing time.
• Championed purchase order administration, bid management, and leadership development
initiatives for recruits, driving a 15% increase in team performance and efficiency.
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Enhanced vendor selection based on rigorous criteria such as quality, delivery, and price and
maintained supplier database, facilitating a 20% increase in procurement efficiency.
Directed the sourcing, negotiation, and successful rollout of EMTS experience centers and
residences, leveraging Oracle-based ERP applications for purchase order administration and
expediting material delivery, resulting in a 10% reduction in project turnaround time.
2005 – 2008
Office Manager
Akindelano Legal Practitioners | Onikan, Lagos
Key Responsibilities:
• Managed extensive correspondence with exceptional record-keeping and rapid response times,
maintaining high standards of communication and reducing response times by 20%.
• Coordinated personnel files and curated the office library, providing easy access to resources for
staff members and fostering a 25% improvement in information retrieval.
• Provided confidential secretarial support to the managing partner, exercising discretion and
professionalism in all interactions, fostering a 30% increase in trust and satisfaction.
• Optimized office efficiency by implementing streamlined workflow processes, monitored daily
productivity, and eradicated operational bottlenecks, leading to a 20% reduction in turnaround
time.
KEY ACCOMPLISHMENTS
• Client Satisfaction Enhancement: Implemented personalized customer service strategies,
resulting in a 25% increase in client satisfaction ratings within the first six months.
• Process Optimization: Streamlined administrative procedures, reducing processing time by 20%
and enhancing overall operational efficiency.
• Effective Communication Enhancement: Revamped email and phone support systems, leading to
a 30% reduction in response times and ensuring timely resolution of customer inquiries and
complaints.
EDUCATION AND CERTIFICATIONS
2014
Strategic Sourcing & Contract Management
CIPS Africa
2014
Purchasing, Supply & Cost Effectiveness
Etisalat Academy
2014
CIPS Foundation Diploma
CIPS Africa
2008
Master of Business Administration: Human Resources Management
Lagos State University | Lagos
2002
Bachelor of Technology: Agronomy
Ladoke Akintola University of Technology | Ogbomosho
TRAINING
• Project Management for Professional | 9mobile in House Training |2023
• Customer Service: Problem-Solving and Troubleshooting | LinkedIn learning | 2023
• Customer Service: Serving customers through calls and Texts | LinkedIn learning |2023
• IT Support Skills | Digital Witch Support Community | 2023
• Mastering Negotiation Skills |9mobile in House Training | 2017
• Critical Negotiation Skills Commerce | Edge Academy |2015
• Developing a World-Class Procurement Strategy | Commerce Edge Academy |2015
• Contract Management | CIPS |2014
• Supplier Relationship Management | CIPS |2014
• Introduction to Negotiations and Critical Negotiation Skills |CIPS |2014
REFERENCES
Available on request
