Iyanuoluwa Adebayo
Cell: +234 -
Email:-
PROFESSIONAL SUMMARY
Passionate and customer-centric, I am a seasoned Customer Support Specialist | Virtual Assistant
committed to delivering exceptional service that surpasses expectations. My goal is to transform every
customer interaction into a positive experience by employing a blend of effective communication,
technical expertise, and a commitment to conflict resolution. I don't merely aim to solve problems; rather,
I strive to create solutions that leave customers delighted.
Possessing a meticulous eye for detail and adept at leveraging technology to enhance service delivery, I
take pride in ensuring that every customer feels valued and supported. My skill set extends beyond
resolving inquiries and issues; I excel at building enduring relationships that foster customer loyalty.
I thrive in dynamic environments and welcome change as an opportunity for growth. I firmly believe that
challenges are disguised as opportunities, and I approach each one with a creative and solution-oriented
mindset. My consistent track record speaks for itself—I consistently exceed customer expectations,
leaving them with a positive impression of the company.
In search of a dynamic and customer-focused team that values innovation and recognizes customer
service as a pillar of success, I am eager to contribute my wealth of experience and commitment to
excellence to your organization. Together, we can develop transformative solutions and ensure that
customer satisfaction is not just met but surpassed.
SKILLS
Reporting and Analytics
Quality Assurance
Self-Service Solutions
CRM Tools: Intercom, Zendesk, Hubspot, Acuity, OpenPhone and Airtable
Communication Skills
Problem-Solving Skills
Interpersonal Skills
Time Management
Team Collaboration
Empowerment and Authority
Feedback Analysis
Multichannel Support
Empathy
PERSONAL DEVELOPMENTS
Trainings and Certifications
Customer Support Certification
Virtual Assistant Training Program
Google Digital Skills for Africa
Master Course in Business Collaboration
Serving Customers through Chats and Text
EXPERIENCE COVERAGE
1. Technical Proficiency:
Applied advanced knowledge of customer service software and CRM systems to
offer timely and accurate support.
Conducted basic technical troubleshooting, resolving customer issues, and
escalated complex problems to the appropriate teams.
2. Documentation:
Maintained meticulous records of customer interactions, facilitating seamless
follow-up by colleagues.
Documented common customer concerns and solutions, streamlining responses
to frequently asked questions.
3. Time Management:
Effectively prioritized tasks to meet deadlines, managing a high volume of
customer inquiries without compromising service quality.
Achieved an 80% resolution rate within the first interaction consistently,
ensuring efficient utilization of time and resources.
4. Effective Communication:
Engaged with an average of 50 customers daily through phone and email,
delivering assistance with clarity, conciseness, and friendliness.
Demonstrated active listening skills, addressing customer concerns with
empathy, resulting in an impressive 95% customer satisfaction rate.
5. Empowerment and Authority:
Managed escalated issues with authority and discretion, providing immediate
resolutions and minimizing customer churn.
Reduced the need for manager intervention by 25% through effective problemsolving and decision-making.
6. Problem-Solving Skills:
Exhibited strong problem-solving prowess, leading to a 30% reduction in
escalated cases.
Utilized critical thinking and analytical skills to identify recurring issues,
proposing solutions that enhanced efficiency and decreased call handling times
by 20%.
7. Knowledge of Products/Services:
Demonstrated in-depth knowledge of company products and services, assisting
customers with complex inquiries and identifying upselling opportunities.
Stayed actively informed about new products, conveying their benefits and
contributing to a 10% increase in sales revenue.
8. Team Collaboration:
Collaborated with cross-functional teams to address customer issues efficiently,
ensuring a seamless and consistent customer experience.
Shared customer insights with the product development team, contributing to
product enhancements based on valuable feedback.
9. Multichannel Support:
Provided support via phone, email, chat, and social media, adapting
communication styles and techniques as needed.
Ensured a consistent and positive experience for customers across various
communication channels.
10. Interpersonal Skills:
Displayed patience and courtesy in managing challenging customer interactions,
resulting in a 25% reduction in customer complaints.
Established rapport with customers, cultivating a loyal customer base and
boosting repeat business by 15%.
Century 21’ Freedom Group Int’l (Remote)
(Jan 2022 –Jan 2024)
Designation
Customer Support Specialist
Key Responsibilities
• Offered personalized guidance to customers, tailoring product recommendations to align with their
individual needs, current promotions, and other relevant sales factors.
• Developed and sustained a robust pipeline of prospects by employing diverse strategies, including cold
calling, networking, referrals, and online research, ensuring a steady influx of potential clients by 45%.
• Delivered precise and insightful information about products, services, policies, and procedures, fostering
customer confidence and satisfaction.
• Collaborated with cross-functional teams to share market insights and customer feedback, facilitating
continuous improvement and adaptation to changing market dynamics.
• Implemented effective follow-up strategies with prospective and existing customers, nurturing
relationships and ensuring a positive and lasting impression of the company's products and services by
20%
Tek-Experts Partners (Hybrid)
(Dec 2021–Dec 2023)
Designation
IT Support
Key Responsibilities
• Delivering problem-solving services to network users, providing timely resolution, and ensuring a
positive end-user experience.
• Overseeing the onboarding process, creating new employee profiles on the company portal for
seamless integration into our systems.
• Establishing and managing login credentials for new clients to ensure secure access to our services and
platforms.
• Serving as a primary liaison with domain service providers to promptly identify and address technical
issues, ensuring 99% uninterrupted functionality for both clients and employees.
• Developing and maintaining comprehensive documentation for system configurations,
troubleshooting procedures, and best practices to facilitate knowledge sharing and training.
Access Bank Plc
(Jan 2020 –Dec 2021)
Designation
Customer Service Representative
Key Responsibilities
• Addressed customer inquiries promptly and professionally through various channels, including phone,
email, chat, and in-person interactions.
• Followed established protocols to escalate complex issues to higher levels of support when necessary,
maintaining a focus on efficient problem resolution.
• Provided guidance and training to new members of the customer service team as required,
contributing to their effective onboarding and skill development.
• Maintained meticulous and accurate records of customer interactions, transactions, and issues within
the company's CRM system, ensuring 80% comprehensive documentation.
• Collaborated seamlessly with other departments to collectively address and resolve complex customer
issues, fostering a cohesive and customer-centric approach.
Proctech (Remote)
(Jan 2018 –Jan 2020)
Designation
Virtual Assistant
Key Responsibilities
• Support multiple executives by managing calendars, scheduling meeting, and coordinating travel
arrangements.
• Conducted market research, analyzed data, and prepared detailed reports to support strategic
decision-marking.
• Handled email correspondence, managed databases, and performed general administrative tasks to
support the consulting team
• Coordinated logistics for clients meetings, including venue bookings and material preparation
• Presented actionable insights, contributing to informed business decisions and enhancing overall
business efficiency by 25%
EDUCATION
Ekiti State University, Nigeria.
Bachelor’s Degree in Education
BA.ED -)
PERSONAL INFORMATION
Interests: Freelancing and Customer Support.
References: Available on request
