Idris Ijaola

Idris Ijaola-| - | http://linkedin.com/in/oluwaseun-idris-ijaola- SUMMARY Customer Support Professional & Community Moderator with 6+ years of experience in customer service, digital engagement, and community management. Skilled in handling inquiries, conflict resolution, and fostering online communities while ensuring exceptional user experiences. Proficient in Zendesk, Jira, Google Suite, Slack, and Discord, with a track record of improving customer satisfaction and driving engagement. Passionate about creating inclusive, well-moderated digital spaces that enhance brand trust and user retention. WORK EXPERIENCE CratD2C Decentralized Autonomus Smartchain Customer Support/ Community Moderator Lagos, Nigeria Mar 2024 - Apr 2025 Create, curate and manage content (including posts, videos, webinars, etc.) for online platforms, ensuring it is relevant, engaging and aligned with the company’s brand voice. Monitor community platforms for discussions, issues and trends and provide insights to the relevant teams. Develop and enforce community guidelines to maintain a safe and respectful environment for all members. Identify and cultivate relationships with key community members and influencers to foster loyalty and advocacy. Gather and analyse feedback from the community to inform marketing, product development and improvement teams. Track and report on community engagement metrics, including member growth, activity levels and sentiment. Stay updated on industry trends, best practices and emerging platforms to continually enhance community engagement strategies. Opay Digital Service Limited Lagos, Nigeria Customer Support Specialist Jan 2023 - Mar 2024 Maintain a good relationship between customers and the company. Provide detailed information about the products and services offered to the customers. Communicate effectively with the customer support team. Open and maintain customer accounts with all the desired account information. Listen to customer complaints and provide adequate solutions for their problem via phone or email. Propose potential products or services to top management to gather customer information and analyze customer needs. Achieve sales targets productively. Train the junior staff on improving customer satisfaction. Handle and manage surveys in regard to resolving customer service problems. Keep a record of customers and follow up with them on a timely basis for a better customer experience. Collaborated with the customer support team on resolving inquiries, reducing average response time from 48 hours to just 12 hours, which improved overall service ratings by 40%. Fostered robust relationships with over 1,500 customers, achieving a customer satisfaction score of 95%, leading to a 30% increase in repeat business over a one-year period. Initiated and executed training programs for five junior staff members focused on enhancing customer engagement techniques, resulting in a notable boost in team performance metrics by 20% within six months. Access Bank PLC Customer Service Representative Lagos, Nigeria Jan 2021 - Dec 2022 Listen to customers’ concerns, issues and questions. Resolve customers’ concerns and answer customers’ questions to the best. Maintain a positive attitude and calmly respond to customers’ complaints. Open new customer accounts. Attract customers by positively promoting the product and company, answering questions and addressing concerns as they arise. Recommend possible products to meet the customers’ needs. Refer issues and questions to managers if necessary. Prepare product and customer reports by gathering data collected during customer interactions. Streamlined communication channels between customers and the support team by implementing a new ticketing system that reduced response times by 40%, thereby enhancing service delivery for a client base of more than 5,000 users. Cultivated and strengthened relationships with over 2,000 customers through proactive engagement strategies, resulting in a 30% increase in customer retention rates and boosting overall satisfaction scores by 15%. Analyzed customer feedback from surveys to identify key areas for improvement, leading to the development of three targeted training programs for junior staff that improved customer satisfaction ratings from 78% to an impressive 92%. United Bank of Africa Contact Centre Agent Lagos, Nigeria Jan 2020 - Dec 2021 Providing introductory information to new customers. Ensuring that customers are satisfied with products or services. Following up with clients or customers to check that they’re satisfied with any purchases. Letting customers or clients know about additional products or services. Determining the quickest, most effective ways to answer a client’s or customer’s questions. Escalating queries and concerns. Troubleshooting common issues with a product or service. Working with a team of CSRs and other departments to find appropriate solutions. Cultivated and strengthened relationships with over 500 customers by delivering personalized service and proactive communication, resulting in a 30% increase in customer retention rates within one year. Streamlined the process for resolving customer inquiries by collaborating with the support team, leading to a 40% reduction in response time and enhancing overall customer satisfaction scores from 75% to 90%. Implemented training programs for junior staff that improved customer engagement strategies, contributing to a 25% boost in upsell opportunities and exceeding monthly sales targets by an average of $50K. EDUCATION Lagos State Polytechnic Lagos Higher National Diploma Graduation Date: Nov 2021 Moshood Abiola Polytechnic Ordinary National Diploma SKILLS & INTERESTS Skills: Retail Sales & Product Knowledge Customer Relationship Management Verbal & Written Communication Problem-Solving & Conflict Resolution Time Management & Organization Proficiency in Digital Tools (Zendesk, Google Suite, Slack) Interests: Reading, Travelling, Engaging in Market Trends & Consumer Behavior Ogun Graduation Date: Dec 2012