Feyisola Orisan

FEYISOLA ORISAN Customer Service Specialist-Dedicated and empathetic specialist with 5+ years of experience enhancing customer satisfaction through efficient resolution of issues and proactive support. Proven track record of improving customer retention by 20% and reducing resolution times by 30%. Adept at troubleshooting technical issues and fostering collaborative relationships with cross-functional teams to drive customer loyalty and operational improvements. EXPERIENCE Sahara Group 03/2023 - Present Customer Service Specialist • Efficiently handled over 50 customer inquiries per day via phone, email, and live chat, maintaining a 95% customer satisfaction rate. • Addressed and resolved customer inquiries and concerns with empathy, resulting in a 20% increase in customer retention. • Troubleshot technical issues, successfully resolving 85% of cases on the first contact, reducing support resolution time by 30%. • Processed over 1,000 orders, returns, and refunds with 99% accuracy, adhering to company policies and procedures. • Maintained detailed records of customer interactions and transactions in our CRM system, improving data accuracy by 25%. • Collaborated with cross-functional teams, leading to the swift resolution of complex issues and a 15% improvement in overall service efficiency. • Identified and implemented process improvements, contributing to a 10% increase in overall operational efficiency. BFREE AFRICA 08/2021 - 03/2023 Customer Service Supervisor • Managed a team of 10 customer service agents, enhancing team productivity by 25% through effective training and mentoring. • Designed and launched a customer feedback program that gathered valuable insights, leading to a 15% improvement in service quality. • Developed and implemented new service protocols, reducing customer wait times by 20%. • Collaborated with cross-functional teams to streamline communication processes, resulting in a 30% increase in overall efficiency. • Oversaw the implementation of a CRM system, improving data management and customer interactions by 20%. • Analyzed customer satisfaction surveys to identify trends and areas for improvement, contributing to a 10% increase in overall satisfaction scores Pay Monthly Group Customer Care Representative Met and exceeded monthly targets and maintained 100% across all KPIs. Handled up to 150 calls daily with 95% connected calls. Maintained customer retention rate of 40%. Received an average 98% customer satisfaction rating daily by providing solutions to all customer complaints. Topped the team's recovery sheet for consecutive month with the highest 11/2019 - 06/2021 recovery. Job Description Designed customer friendly payments plans and negotiated structural changes with management. Utilized phone dialer software ,such as Linphone,xcally dialer and 3cx in proper dispensations of duties assigned and also adequate storage of customer feedback and escalations. EDUCATION University of Ilorin Primary Education Studies 10/2018 SKILLS Microsoft Office Customer Service Communication Skills Team leadership Critical thinking and problem solving Technical Support: Customer Relationship Management Customer relationship Management Excellent communication CERTIFICATIONS: Serving Customers through social media : Hubspot Academy, Virtual assistance: ALX, Customer Service Solution : LinkedIn Learning, Escalating and descalating in Customer Care: LinkedIn Learning , Customer Relationship Management (CRM): Digital community, Virtual Assistant program : DEXA Academy REFERENCES: Olanrewaju Ruth from BFREE AFRICA, Fatimoh oyewale from Sahara Group VOLUNTEER Nasarawa state 12/2019 - 11/2020 COMMUNITY SERVICE NYSC Community Development Service (Drug Abuse) Lafia,Nasarawa State Sensitization of youths on the effects of drug abuse Co-hosted and convened a drug sensitization show called "My brothers keeper" Convener of breast cancer awareness and free medical screening and treatment.