Eniola Alayo

ALAYO ENIOLA OLUWATOSIN Lagos, Nigeria PROFILE SUMMARY A multilingual customer service representative with over 3 years of experience delivering high-quality client support, resolving complex issues, and driving customer satisfaction in fast-paced environments. With a proven ability to manage high-volume inquiries across multiple channels while maintaining a 90%+ resolution rate and strong customer retention, I am skilled in relationship management, conflict resolution, and consultative selling, with a consistent record of meeting service targets and demonstrating a strong customer-first mindset. CORE COMPETENCIES Customer Service & Client Support Customer Retention & Loyalty Building Conflict Resolution & De-escalation Time Management & Multitasking Client Onboarding & Relationship Management Active Listening & Empathetic Engagement Communication (Verbal, Written & Social Media) Problem-Solving & Complaint Handling PROFESSIONAL EXPERIENCE Customer Sales Agent Affordable Rent To Own | Florida - USA July 2023 - August 2025 Handled inbound and outbound customer interactions, providing tailored solutions that improved client satisfaction and engagement by 15%. Converted leads into paying clients using consultative selling, achieving a 70% conversion rate and 65% customer retention. Ranked consistently in the Top 15 sales performers, demonstrating strong performance and target achievement. Generated and nurtured over 100 qualified leads, closing sales within an average of 5 days. Independent Sales & Customer Service Agent Self-Employed | Lagos, Nigeria. April 2023- June 2025 Built and managed a customer-focused retail business, successfully serving 30+ clients with high satisfaction and repeat purchases. Resolved delivery issues, complaints, and product concerns, ensuring 100% positive outcomes and customer retention. Implemented personalized follow-ups and after-sales support, driving repeat business and referrals. Coordinated supplier communication, order processing, and logistics to ensure 100% order fulfillment accuracy. Customer Service Representative Pisces Properties and Real Estate | Abuja, Nigeria March 2022 - September 2024 Managed and resolved 50+ daily customer inquiries across phone, email, and social platforms, achieving a 95% resolution rate. Delivered exceptional customer support while maintaining 100% compliance with company policies and service standards. Increased revenue by 55% through effective upselling and cross-selling strategies tailored to customer needs. Maintained accurate documentation of customer interactions, improving service tracking and follow-up efficiency EDUCATION LEAD CITY UNIVERSITY BSc. Public Health (2022 - Present) CERTIFICATIONS Customer Service Representative (WokxStation) (in vew) AVAILABILITY & FLEXIBILITY Open to Remote, Fulltime, Hybrid and part-time roles focused on customer service and customer support.