Ibukunola Olubode

Ibukunola Olubode Customer Service Representative Reliable customer service representative with a background in providing professional and helpful support to new and existing clients for almost a decade. Friendly, hardworking, and energetic communicator. Proven success at improving customer retention through exceptional service and account management. Contact Phone - Email - Address Lagos, Nigeria Education 2013 Bachelor of Science Ekiti State University Expertise Customer service Microsoft Office Google suite Zendesk HubSpot Experience 2021 - 2023 Tech4mation Limited Virtual Assistant / Customer Service Team Lead Fostered positive employee relationships through communication, training, and coaching. Provided leadership and direction for employees, supervising activities to drive productivity and efficiency. Professionally handled difficult customer complaints and objections to maintain firstclass customer service standards. Resolved employee relations issues and navigated disciplinary proceedings. Remotely leveraged various technologies and tools to offer comprehensive administrative support to the CEO, including managing the CEO's email inbox and responding to emails based on specific guidelines. Handled confidential and sensitive information with the utmost discretion to maintain a high level of professionalism and confidentiality. Updated office calendar with new meetings, events, and appointments to avoid overbooking. 2020 - 2021 Swift Networks Limited Social Media Customer Support Specialist Oversaw day-to-day management of social media accounts across various platforms. Reviewed posts to promote user interaction, increasing audience engagement for continued brand growth. Engaged with online community by commenting, liking, and sharing posts to enhance visibility, while also staying attuned to trending stories and actively participating in conversations to deepen connections. Managed customer inquiries on social media platforms (WhatsApp, Facebook, Instagram, and X), addressing product and service issues. ClickUp Slack 2016 - 2020 Swift Networks Limited Customer Service Representative Language English: Fluent Yoruba: Fluent Handled phone, email, and online chat inquiries with consistent customer service across multiple channels. Processed inbound customer calls, providing information on service or product upgrades Managed 80+ daily calls, took orders, and escalated technical support cases. Employed active listening and product expertise to successfully resolve inbound queries. Assisted customers with product complaints, logging issues for investigation, and providing replacement items. Built customer rapport by providing friendly, genuine service, increasing customer retention by 60%.