Obidele Shukro

OBIDELE SHUKRO LinkedIn: linkedin.com/in/obidele-shukro-a5673a287 Email:-| Phone:- Location: Lagos State, Nigeria Professional Summary Dedicated and results-driven Customer Service Representative with 4+ years of hands-on experience delivering exceptional support to clients in diverse industries. Proven ability to resolve customer issues efficiently, maintain a positive brand image, and build strong customer relationships. Skilled in communication, conflict resolution, and CRM tools. Passionate about enhancing customer satisfaction and exceeding performance targets. Professional Experience Customer Service Representative MTN Telecommunications Ltd. — Lagos, Nigeria Jan 2023 – Present • Handled over 100+ customer inquiries daily via phone, email, and chat with a 98% satisfaction rate. • Trained and mentored 5 new staff, improving onboarding efficiency. • Utilized CRM systems to track tickets, resolve issues, and follow up with customers. • Resolved technical complaints, billing issues, and service disruptions effectively. Customer Experience Associate Alpha Retail Mart — Lagos, Nigeria Jun 2021 – Dec 2022 • Managed customer concerns at the point of sale and returns desk with professionalism and empathy. • Increased customer retention by 15% through personalized support and follow-up. • Conducted surveys to assess customer satisfaction and provide feedback to the management. Front Desk Officer / Customer Care Global Finance Microcredit Ltd. — Lagos, Nigeria Apr 2019 – May 2021 • Served as the first point of contact for walk-in customers and phone inquiries. • Addressed account inquiries and complaints, escalating complex issues to supervisors. • Maintained accurate records of customer interactions and transactions. Customer Relations Intern SunCity Travels & Tours — Lagos, Nigeria Jan 2018 – Mar 2019 • Supported senior staff in processing customer bookings and addressing inquiries. • Helped streamline communication between customers and travel agents. • Gained exposure to CRM systems and customer journey mapping. Education Bachelor of Science (B.Sc.) in Chemistry Lagos State University — Lagos, Nigeria August 2021 – September 2029 Skills • Excellent Verbal & Written Communication • Conflict Resolution & Problem Solving • Customer Relationship Management (CRM Tools – e.g., Zendesk, Salesforce) • Multitasking & Time Management • Microsoft Office Suite (Excel, Word, Outlook) • Data Entry & Report Generation • Active Listening & Empathy • Call Handling & Live Chat Support • Complaint Management • Team Collaboration Certifications • Certificate in Customer Service Excellence – Coursera (2023) • CRM System Training – Salesforce (2022)