Florence Eniola Adebayo

FLORENCE ADEBAYO PROJECT&CUSTOMER SERVICE EXPERT - |-| 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 Effective Communication Customer Relationship Management Calendar Management Training Facilitation Process Improvement Social Media Management Project Management Process Improvement Sales & Marketing Employee Engagement Grammarly Blogging CISCO Trello Slack Canva Jira Zoom WORK EXPERIENCE PROJECTMANAGER & SALES COORDINATOR SILICON HEALTH (Part-time), Lagos, Nigeria - REMOTE | May 2023 – PRESENT Collaborate with stakeholders to elicit requirements and define comprehensive project scope, deliverables, and milestones, ensuring alignment with organizational objectives. Accelerate project launch by orchestrating subscribers from 0 to 300+ within 2 months, boosting business growth and market penetration. Foster seamless interactions between 12-20 healthcare providers, optimizing subscriber access to essential care services and enhancing the overall customer experience. 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. Manage and track project advancement, ensuring tasks and milestones are completed promptly, resulting in timely project delivery and heightened operational efficiency. 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 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. Define project objectives, requirements, and deliverables by collaborating with clients and stakeholders, fostering a clear understanding and a shared vision. Accelerate project deliverable time from 7 weeks to 1 week, by developing a project tracker maximizing client satisfaction and retention. Coordinate and assign tasks to 10-15 team members, optimizing productivity and achieving project milestones. Monitor project progress, proactively identify and mitigate risks, and provide regular status updates to stakeholders. Conduct rigorous quality assurance checks to consistently meet or exceed client expectations. Provide exceptional customer support to 20-30 clients weekly, promptly addressing their questions, concerns, and issues. Troubleshoot technical problems and implement appropriate solutions, escalating to relevant team members when necessary. 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 Resolved client complaints and inquiries promptly, delivering exceptional service to 40 - 50 clients daily via phone, email and social media platform. Achieved a 10% increase in sales revenue through effective cold-calling strategies. Partnered with cross-functional teams to ensure project success throughout its lifecycle. Monitored invoice payments to ensure accurate client service and account management. Designed and updated the sales tracker, minimizing errors by 15% and reducing the rate of irate customers. Managed daily appointment scheduling and rescheduling 20 - 50 appointments, optimizing efficiency and reducing no-show rates. Led the creation of marketing email content and website projects, driving a 98% increase in client engagement and improved sales performance. Conducted quality assurance assessments for the writing and resume review teams, consistently maintaining a 99% client satisfaction rate. Managed projects and generated proposals using Dubsado, meeting project deadlines. Utilized Canva and Flodesk to design and execute marketing campaigns, achieving a 90% client engagement rate and boosting sales. Developed and documented customer care policies and procedures for training and daily CS activities. RESUME WRITER BLACK ON THE JOB, Phoenix, AZ - Remote | October 2021 - August 2022 Revamped resumes, tailoring them for diverse industries and job platforms, resulting in a 98% success rate for clients' desired roles. Met first draft and editing deadlines to enhance clients' chances of securing preferred roles and improve their overall experience. Created compelling layouts and designs that highlighted candidates' strengths and achievements, leaving a lasting impression on employers. Fostered lasting client relationships by offering personalized feedback and staying abreast of industry trends, leading to a 97% satisfaction rate. CUSTOMER SUPPORT SPECIALIST ACCESS BANK NIGERIA PLC, Lagos, Nigeria | November 2015 - January 2022 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. Maintained a 99% client loyalty rate by promptly diagnosing and resolving issues related to client accounts and debit/credit cards. Boosted client loyalty score by 85% through effective problem-solving and troubleshooting, reducing churn. Mentored 10+ employees on products and procedures, optimizing their work productivity. Monitored the performance of 15+ team members to identify weaknesses and enhance productivity. 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 Project Management | Nigeria Institute of Management Diploma in Office Administration│ Protege