DOLAPO IYUNADE
Location: Lagos, Nigeria
LinkedIn: linkedin.com/in/dolapo-iyunade
Telephone: -
Email:-
Professional profile
Dedicated and tactful Customer Support Specialist with 3 years of experience in delivering
excellent customer support. Dedicated to building productive relationships resolve complex issues
and win customer loyalty.
Work Experience
Customer Success/Community Manager, Sayvus Digital, USA (Remote)
(2019 – Present)
Key responsibilities
● Conducted online application demos for potential clients with 70% leading to direct sales.
Onboarding new clients to maximize their experience, by providing personalized support to
customers through web-based training sessions.
●
Developed new onboarding and customer outreach tactics. Partnered with clients to
negotiate best financial solutions resulting in 100% customer retention rate.
●
Troubleshooting and investigating support inquiries, complaints, billing questions and
payment extension/service requests (through email, phone and social media) from a
dedicated home office with a high-speed Internet connection and a Windows 10 system.
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Provide recommendations & input to training, product development, support, sales to
improve customer satisfaction.
●
Collaborate with other departments and management to improve systems and processes.
Capture key customer feedback and deliver product insight to internal teams such as
Product Management, Development team, Sales, and Marketing.
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Creating and updating any support resources such as FAQs, Help Center, and knowledge
base articles.
●
Improved upgrade rates by 25% through successful marketing of product upgrades to
existing clients.
Customer Support/Front Desk Agent, Mount Olympus Resorts, USA (Exchange Program)
(2018)
Key responsibilities
● Responded to almost 10,000 customer requests for services and company information.
Became the lead “go-to” person for new reps and particularly challenging calls as one of
the company's trainers of both new employees within 3 months.
●
Offered assistance to customers, paying special attention to needs or wants, saving about
10% in problem resolution time
●
Entered customer interaction details into provided customer management tools to track
requests, problems and record solutions provided.
●
Documenting customer feedback and improvements to management which led to 5%
increase in sales
●
Co-developed on-the-job training program that reduced training time from 6 weeks to 4.
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Customer Service Agent, TechCity NG, Lagos
(2014 – 2016)
Key responsibilities
● Provided basic support for customers on a wide range of company products, resolving
issues at a 90% rate
● Promptly responded to general enquiries from members, staff, and clients via email tickets,
online chat or phone calls.
● Resolved service issues, maintained up-to-date knowledge of company policies
● Developed highly empathetic client relationships and earned a reputation for delivering
exceptional customer service
Education & Certifications
Covenant University – -)
First Class BEng. (Honours) Computer Engineering
Courses taken: HTML, CSS, JavaScript
Live Chat – (February 2020)
Customer Service Certification
Credential URL: HERE
HubSpot Academy– (January 2020)
Social Media Certification
Credential ID: 14e00017ae724e95b930d005bac19bea
Skills
Interpersonal Communication Skills
Excellent writing and presentation skills over email, social media, video conference,
webinars.
Familiar with Zendesk and CRM platforms
Customer Support and relationship management
Customer Retention
Basic Knowledge of CSS and HTML
Excellent written and verbal communication
Customer Follow-up skills
Customer onboarding
Customer management and customer retention
Ability to work with video call software such as Skype, Zoom
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