Dolapo Rofiat Apalara

DOLAPO ROFIAT APALARA Customer Support Specialist Address: Ibadan, Oyo State, Nigeria. Phone: - Email:- Websites, Portfolios, Profiles Linkedin Profile Portfolio Profile Summary Reliable and dedicated Customer Service professional with over 2 (two) years of experience satisfying customers via diverse channels, resolving customer complaints, and maintaining professional relationships with customers. Ability to obtain customer loyalty and retain lost customers to drive company’s revenue. Expertise in building professional long-term relationships, data entry and security, and customer services. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills. Skills Excellent Communication SkillEmpathetic Skill Multitasking Problem-Solving Presentation Customer Service Time Management Teamwork and Collaboration Microsoft Office CRM Software Active listening Attention to details Google Suite Product knowledge Work Experience Customer Support Specialist Deecrown FabricsAugust 2021 - Present Processing customers’ orders and transactions accurately. Handling inbound and outbound calls of the customers. Ensuring customer’s satisfactions is achieved. Maintaining proper communication with customers via chats, emails, and calls. Ensuring customer’s complaints are handled and resolved timely. Handling and responding to customer’s queries about products and services. Maintaining a long-lasting relationship with customers. Engaging in effective collection of customer feedback. Ensuring accuracy in inputting sales records. Importing customers’ information into HubSpot. Having email chat with customers on HubSpot. Administrative Assistant / Front Desk Officer Ripple Heights Development InitiativesOctober 2023 - February 2024 Wrote and typed the meeting minutes. Answered incoming and outgoing calls professionally. Greeted and welcomed guests friendly and professionally. Assisted with administrative tasks such as planning of events. Updated and kept records and files. Engaged in creating flier designs. Created contents and captions for social media posts. Engaged in video taking and video editing for social media use. B2C Customer Relationship Officer – Intern SendMe Food TechnologyApril 2022 – February 2023 Handled all inbound and outbound calls of the company’s fulfillment center assigned to. Provided first-level support (enquiries, complaints, feedback, dispute resolution) to customers in a timely manner to achieve customer loyalty. Developed and implemented new retention plans and strategies. Onboarded and had strong relationship management with old and new customers. Engaged in marketing strategies (upsell and cross-sell) of products to boost company’s revenue. Ensured accurate records of customers’ transactions and feedback. Managed good communication with customers via calls, chats. Compiled customer feedback and transferred the feedback to the appropriate department via emails, chats, calls. Broadcasted up-to-date information and new offerings to customers via chats and calls. B2C Customer Support Officer SendMe Food TechnologyJanuary 2022 – March 2022 Reached out to churned customers and converted them back to returning customers thereby boosting the company’s retention. Escalated complaints and ensured they were resolved within the turnaround time. Measured customers’ satisfaction via calls and SMS. Ensured effective communication with customers via calls and SMS. Proactively disseminated accurate information to customers. Resolved customer complaints empathetically. Conveyed the customers’ feedback received to the appropriate department. Education University of Ibadan, Ibadan. Bachelor of Science, Food Technology December 2016 - December 2021 The Polytechnic of Ibadan, Ibadan National Diploma, Food Science and Technology October 2012 - November 2014 Leadership Experience General Secretary, NAFSTS UI PRESSJanuary 2021 - December 2021 Wrote meeting minutes and reminded each member of tasks discussed. Managed the press social media account which captured audiences and produced engagement. Accomplishments Customer Retention – Successfully converted 30% of churned customers to regular purchasing customers. Software HubSpotFreshdesk Trello Certifications/Trainings Customer Service: How to deliver support across languagesFebruary 2024 Skills covered: Cross-cultural communication skills, global customer service. Digital Witch Support CommunitySeptember 2023 Customer Service tools learnt: Slack, Microsoft Teams, Freshdesk, HubSpot, Trello, Monday.com, Email management, Dropbox, Google Drive National Youth Service Corps, NYSC, CertificateFebruary 2023 Delivering Bad News to a Customer (LinkedIn)December 2022 Skills learned: Customer communication. Customer Retention (LinkedIn)November 2022 Skills covered: Customer retention. Jobberman Soft-Skills Training CertificateDecember 2020 Skills learnt: team work, work etiquette, emotional intelligence (empathy), problem solving. Languages English, Yoruba