FLORENCE ADEBAYO
PROJECT&CUSTOMER SERVICE EXPERT
- |-| LinkedIn | behance.net/florenceadebayo1
PROFESSIONAL PROFILE
Results-driven professional with 8+ years of customer service expertise, leveraging exceptional communication and problem-solving
skills to convey information effectively to internal and external stakeholders. Proven track record in resolving client complaints,
delivering superior customer service, and driving efficient cross-functional teamwork for organizational development and project
execution. Proficient in deadline-focused administrative tasks, with comprehensive knowledge of sales strategies, self-taught UI/UX
skills, and project management methodologies.
SKILLS
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Effective Communication
Customer Relationship Management
Calendar Management
Training Facilitation
Process Improvement
Social Media Management
Project Management
Sales & Marketing
Employee Engagement
Zoho
WORK
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Deputy
Grammarly
Blogging
CISCO
Trello
Slack
Canva
Jira
Zoom
EXPERIENCE
PROJECT MANAGER & SALES COORDINATOR
SILICON HEALTH (Part-time), Lagos, Nigeria - REMOTE | July 2023 – PRESENT
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Collaborate with stakeholders to elicit requirements and define comprehensive project scope, deliverables, and
milestones, ensuring alignment with organizational objectives.
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Accelerate project launch by orchestrating subscribers from 0 to 300+ within 2 months, boosting business growth
and market penetration.
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Foster seamless interactions between 12-20 healthcare providers, optimizing subscriber access to essential care
services and enhancing the overall customer experience.
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Orchestrate and Optimize field operations for a team of 6+ sales agents to ensure strict compliance, resulting in a
15% boost in sales efficiency and a 20% drop in compliance-related issues.
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Manage and track project advancement, ensuring tasks and milestones are completed promptly, resulting in
timely project delivery and heightened operational efficiency.
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Communicate project progress and key insights through reports and status updates to management and
stakeholders, facilitating informed decision-making.
PROJECT & CUSTOMER SUPPORT MANAGER
SMARTROB TECHNOLOGIES & REGIA DIGITALS, Lagos, Nigeria - REMOTE | May 2023 - PRESENT
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Lead and manage 7-15 website, mobile application, and digital marketing projects weekly from initiation to
completion, ensuring timely delivery, 99.9% budget adherence, and client expectations alignment.
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Accelerate project deliverable time from 7 weeks to 1 week, by developing a project tracker maximizing client
satisfaction and retention.
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Coordinate and assign tasks to 10-15 team members, optimizing productivity and achieving project milestones.
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Monitor project progress, proactively identify and mitigate risks, and provide regular status updates to
stakeholders.
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Conduct rigorous quality assurance checks to consistently meet or exceed client expectations.
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Provide exceptional customer support to 20-30 clients weekly, promptly addressing their questions, concerns, and
issues.
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Troubleshoot technical problems and implement appropriate solutions, escalating to relevant team members when
necessary.
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Streamline recruitment and onboarding processes for web designers, app developers, and diverse staff members
in collaboration with the HR team.
BEEKEEPER/ CLIENT EXPERIENCE SPECIALIST
BLACK ON THE JOB, Phoenix, AZ - REMOTE | August 2022 - April 2023
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Resolved client complaints and inquiries promptly, delivering exceptional service to 40 - 50 clients daily via
phone, email and social media platform.
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Achieved a 10% increase in sales revenue through effective cold -calling strategies.
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Partnered with cross-functional teams to ensure project success throughout its lifecycle.
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Monitored invoice payments to ensure accurate client service and account management.
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Designed and updated the sales tracker, minimizing errors by 15% and reducing the rate of irate customers.
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Managed daily appointment scheduling and rescheduling 20 - 50 appointments, optimizing efficiency and reducing
no-show rates.
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Led the creation of marketing email content and website projects, driving a 98% increase in client engagement
and improved sales performance.
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Conducted quality assurance assessments for the writing and resume review teams, consistently maintaining a
99% client satisfaction rate.
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Managed projects and generated proposals using Dubsado, meeting project deadlines.
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Utilized Canva and Flodesk to design and execute marketing campaigns, achieving a 90% client engagement rate
and boosting sales.
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Developed and documented customer care policies and procedures for training and daily CS activities.
RESUME WRITER
BLACK ON THE JOB (Part-time), Phoenix, AZ - Remote | October 2021 - August 2022
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Revamped resumes, tailoring them for diverse industries and job platforms, resulting in a 98% success rate for
clients' desired roles.
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Met first draft and editing deadlines to enhance clients' chances of securing preferred roles and improve their
overall experience.
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Created compelling layouts and designs that highlighted candidates' strengths and achievements, leaving a
lasting impression on employers.
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Fostered lasting client relationships by offering personalized feedback and staying abreast of industry tre nds,
leading to a 97% satisfaction rate.
CUSTOMER SUPPORT SPECIALIST
ACCESS BANK NIGERIA PLC, Lagos, Nigeria | November 2015 - January 2022
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Achieved 99.9% client experience improvement by delivering exceptional customer service to 100+ customers
daily across multiple channels, with an average handling time of 4 minutes per request, resulting in a 98%
increase in customer satisfaction rate.
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Maintained a 99% client loyalty rate by promptly diagnosing and resolving issues related to client accounts and
debit/credit cards.
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Boosted client loyalty score by 85% through effective problem-solving and troubleshooting, reducing churn.
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Mentored 10+ employees on products and procedures, optimizing their work productivity.
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Monitored the performance of 15+ team members to identify weaknesses and enhance productivity.
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Managed support tickets and escalated cases based on severity levels, ensuring a 99.9% resolution rate and
reducing customer agitation.
EDUCATION
Master of Public Administration │ University of Lagos, Nigeria
Bachelor of Economics │ University of Ilorin, Nigeria
Customer Service Specialist Certificate | Mangtas
DEI X ID Certificate | Black on the Job
Certificate of Proficiency in Management | Nigeria Institute of Management
Diploma in Office Administration│ Protege
