Folarin Ayomide Grace

FOLARIN AYOMIDE GRACE  -  - Lagos PROFESSIONAL SUMMARY Conscientious Customer Support Specialist with strong problem-solving abilities and solid work ethic, consistently achieving high levels of customer satisfaction. Skilled in managing customer inquiries, resolving issues quickly with minimal errors, and maintaining detailed records. Proficient in using CRM software, providing technical support, and delivering clear, effective communication. Brings methodical approach and dedication to role of Customer Support Specialist. SKILLS  Expert in Data entry and analysis.  Exceptional Leadership and management skills.  Good Sense of Initiative and Responsibility Excellent Communication Ability and InterpersonalSkills  Customer Relationship Management(CRM)  [ProductorService]support  Multitasking  Teamwork and Collaboration  Support Services  Help Desk Support  Microsoft Windows and Office  Customer service expert Complaint Handling Proficient in the use of Zendesk and Asana  Analytical Skills  Professional Demeanor  Use of Slack for Escalation  Active Listening  SLA  Customer Service EXPERIENCE CUSTOMER SUPPORT SPECIALIST/PAYMENT SERVICE PROVIDER SUPPORT AGENT REMOTE- PARTNERS BOND, MALTA. December2024 - Present  Delivered First Call Resolution for inbound customer inquiries promptly and courteously.  Resolved account inquiries, complaints, and support issues across multiple channels (Social Media, email, live chat) within SLAs.  Escalated complex issues to appropriate departments following established procedures.  Compiled comprehensive reports on customer interactions using CRM tools like Salesforce and Zendesk. Conducted outbound calls to maintain high levels of customer satisfaction.  Educated customers on new market options, promotions, and services.  Maintained shift adherence and responded proactively to feedback for continuous improvement.  Demonstrated strong communication and interpersonal skills across phone, email and in-person interactions.  Developed creative solutions for complex customer requests and inquiries.  Monitored and responded to social media queries, collaborating with teams to resolve technical and non-technical issues within SLAs. CALL CENTER CONSULTANTKing Maker (Betkings Nigeria and Kenya) NIGERIA REMOTE October 2021 - November 2024 Resolved customer inquiries, payment issues, and complaints across all channels (social media, WhatsApp, email, livechat) within SLA guidelines.  Delivered prompt and courteous First Call Resolution for inbound customer inquiries and issues.  Educated customers on new market options and products within Betking.  Maintained full shift adherence, proactively acting on feedback to enhance performance.  Demonstrated strong listening and communication skills to understand and address customer needs effectively.  Provided timely and efficient customer service and technical support over the phone.  Fostered positive customer relationships through courteous phone etiquette and a friendly demeanor.  Utilized job-related so tware for contract management, address updates, and service discontinuation requests. SONOLOGIST INTERN Military Hospital Benin Benin, Edo State June2021-August2021 Developed expertise in various sonographic modalities, including abdominal, obstetric, gynecological, small parts, and vascular imaging.       Aided physicians in accurately diagnosing conditions by providing detailed measurements and pertinent clinical observations during image review sessions.  Built positive relationships with colleagues and community members through a friendly and professional demeanor.  .Gained experience, exposure and knowledge of career-specific procedures and systems.  Assisted project teams with research, data collection, and administrative tasks. Typed detailed reports of patients diagnosis.. Enhanced patient comfort by providing clear explanations of procedures and answering questions thoroughly. Educated patients on procedure details, provided instructions, and answered questions to minimize anxiety and improve cooperation TYPIST Excel Computers, Benin, Edo state   Created and formatted documents, spreadsheets, and presentations using Microsoft Word, Excel, and PowerPoint. Provided comprehensive administrative support services such as filing, scanning, photocopying, and faxing. Prepared and organized statistical reports, tables, and combined materials from various sources. EDUCATION August2016-November2017  Developed strong proficiency in office software applications, including data entry, word processing, and spreadsheets.  Managed high volumes of correspondence with accuracy, meeting tight deadlines consistently.  Performed additional clerical duties, including answering calls, sorting mail, running errands, and sending faxes. BACHELOR OF SCIENCE (B. Sc) IN PHYSIOLOGY University of Ilorin, Nigeria January2022 WEST AFRICA SENIOR SCHOOL CERTIFICATE EXAMINATION Comfort Tenderfeet College, Ondo State January2016 CERTIFICATIONS  Certificate of Achievement, CRM success, 2025  Diploma in CSR, 2025  Certificate of Achievement, Jobberman Soft-Skill  Certificate of Achievement, Advanced level MS  Certificate of Completion, Covid-19 Disease, word, excel and powerpoint, Udemy 2024  Certificate of Participation, Organizing Team of program on Sexual Abuse, Female Hope Foundation (FHF), 2021 REFERENCES References available upon request. HOBBIES Fashion designing, Reading, Baking, Social outings, Sharing Knowledge, Research, Playing games. Openwho, 2021  Certificate of Recognition, Military Hospital Benin,  Certificate of Excellence as Deputy Senate President of SPAN, 2019