ALBERT ENIOLA ELIZABETH
PROFILE
Lagos, Nigeria •-•-,
LinkedIn: http://www.linkedin.com/in/eniola-albert
Results -driven customer service professional with a proven track record in driving customer satisfaction,
fostering relationships, and optimizing service operations across various industries. Brilliant at handling high-pressure
situations and delivering exceptional results in fast-paced environments. Possesses strong communication, problemsolving, and negotiation skills, with extensive experience in sales and cold calling.
Passionate about helping customers, identifying their needs, and providing tailored solutions that not only
meet but exceed expectations. Ready to leverage a deep understanding of customer needs, compliance, and
relationship management to contribute to a forward-thinking, customer-centric team.
KEY ACHIEVEMENTS
Increased Customer Satisfaction: Improved customer satisfaction scores by 15% through proactive issue
resolution, timely responses, and personalized service at Kenbert Multipurpose Stores.
Sales Growth: Contributed to a 10% increase in sales by identifying customer needs and recommending
tailored products during customer interactions.
Successful Cold Calling Campaign: Led a cold calling initiative that resulted in a 20% increase in client
engagement and 10% conversion rate for new services.
Efficient Risk Management: Played a key role in identifying potential risks in customer transactions at Opay
Digital Services, reducing compliance-related issues by 25%.
Operational Efficiency: Streamlined the customer service process at Kenbert Multipurpose Stores, reducing
order processing time by 12% and improving delivery timelines.
WORK EXPERIENCE
Opay Digital Services Limited, Ikeja Lagos
Position: Compliance/Internal control officer(FULL-TIME)
Ensured customer-facing processes adhered to regulatory standards, enhancing customer satisfaction through
clear communication and compliance.
Assisted in managing risk and compliance in financial services, contributing to smooth customer experiences by
addressing concerns and regulatory questions.
Played a key role in providing compliance training to customer service teams, improving customer support
efficiency and satisfaction.
Opay Digital Services Limited, Ikeja Lagos (National Youth Service Corps, PPA)
Position: Compliance/Internal control intern
Jan 2024 - Oct 2024
Provided customer service support by responding to inquiries, assisting in the resolution of compliance-related
issues, and facilitating seamless communication between teams.
Helped identify potential risks, providing recommendations to improve customer service processes and mitigate
any operational issues.
Kenbert Multipurpose Stores, Surulere Lagos
Position: Part-time Sales Representative /Customer Service Representative
Nov 2024 - Present
Nov 2021 - Oct 2023
Developed strong customer service skills by addressing inquiries, managing product orders, and ensuring timely
deliveries.
Assisted in resolving customer complaints and issues, ensuring positive outcomes and enhancing customer
loyalty.
Collaborated with the sales team to enhance customer satisfaction through personalized recommendations and
follow-ups..
Developed persuasive sales pitches and customized approaches to engage different client personas, leading to
increased conversion rates.
Overcame objections by effectively addressing client concern:s, positioning solutions, and emphasizing value
propositions.
Followed up with potential clients via calls and emails, nurturing relationships to increase appointment show-up
rates.
Maintained and updated detailed sales reports, analyzing performance metrics to refine sales strategies and
optimize lead generation efforts.
MegaLectric (Beat 99.9FM and Classic 97.3FM), Ikoyi Lagos
Position: Communication/Social and digital marketing intern
June 2021- Sep 2021
Contributed to the company’s outreach by crafting engaging content for social media, supporting effective
communication strategies that improved audience engagement.
Assisted in managing communications between internal teams and customers, facilitating smooth interactions
and improving brand presence.
EDUCATION
Esae University
● Second Class Honours (Upper Division)
Bachelor of science in Mass Communication
TRAINING AND CERTIFICATIONS
1) National Youth Service Corps (NYSC)
ii)Orientation Broadcasting Service (OBS) at Kasala Dam, Karaye Kano State Nysc Orientation Camp
a. Volunteered in the drama group
b. Volunteered as a social committee member
2)Certified Virtual Assistant –
Key Skills Acquired:
2024
ALX Africa (2024)
Customer Interaction Management: Expert in managing customer communications via email, phone, and chat,
ensuring timely and effective responses.
Client Relationship Building: Skilled in nurturing client relationships, fostering trust and loyalty through
consistent follow-ups and personalized service.
Appointment Scheduling & Calendar Management: Proficient in organizing and coordinating appointments,
ensuring a seamless customer experience by minimizing scheduling conflicts and delays.
Data Organization & Client Support: Strong ability to organize customer data, maintain accurate records, and
provide detailed support for customer queries and requests.
Problem Solving & Issue Resolution: Experienced in identifying customer issues and efficiently solving problems
to enhance satisfaction and loyalty.
Digital Communication: Advanced proficiency in using communication tools (email, social media, and CRM
systems) to engage with customers and handle inquiries.
Administrative Support: Proficient in managing administrative tasks that support customer-facing teams,
improving workflow efficiency and response times.
Time Management & Prioritization: Ability to manage multiple tasks, ensuring customer issues are prioritized
and addressed promptly, even during busy periods.
3)Introduction to Compliance and Risk Management – Alison (2024)
SKILLS AND INTERESTS
Skills
Cold Calling & Sales Prospecting, Time Management
Appointment Setting & Lead Generation
CRM & Dialer Systems (VolP, Google Voice)
Customer Relationship Management & Retention
Customer Service Excellence:
Proficient in CRM Systems
Interest
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Public speaking
Management Trainee
Administrative Assistant
Ecommerce Trends
Data Management
Social media management
Content creation
Customer relations
Real estate management
REFERENCE
Available on request
