Ibidapo Adedayo Mary

ADEDAYO MARY IBIDAPO-|- | linkedin.com/in/adedayo-ibidapo-29a081278 Professional Summary Highly motivated and results-oriented Customer Service Representative with five years of experience in the hospitality industry. Proven ability to exceed customer expectations by providing exceptional service, resolving inquiries efficiently, and fostering positive relationships. Adept at utilizing CRM software and communication tools to streamline processes and enhance customer satisfaction. Work Experience Customer Service Representative Regency Resort Limited, Ikorodu, Lagos State January 2018 – December 2020 Utilized Microsoft Dynamics 365 to manage customer inquiries, track interactions, and ensure timely resolution thus managing the sales pipeline with total visibility. Achieved a consistent customer satisfaction rating of 87% through active listening, clear communication, and proactive problem-solving. Exceeded monthly call quota by 20% by demonstrating a deep understanding of company products and services. Collaborated effectively with cross-functional teams to identify and implement process improvements, leading to a 40% decrease in resolution time. Customer Service Specialist Top Crown Hotel & Suites, Magboro, Ogun State January 2021 – December 2023 Provided exceptional customer support via phone, email, and chat, exceeding response time targets by 30%. De-escalated high-pressure situations and maintained a positive demeanor, resulting in a 25% increase in customer retention. Developed and implemented new training materials for new hires, contributing to a 15% decrease in onboarding time. Education BSc (Economics) Lagos State University, Lagos State March 2012 Skills Communication (Written & Verbal) Active Listening Problem-Solving Conflict Resolution Customer Relationship Management (CRM) Software (Microsoft Dynamics 365) Time Management Teamwork Adaptability Patience Additional Information Devoted worker and chorister in RCCG engaging in ministerial works and keen on community development.