O GU N DI Y I F O L AS A DE A DEO L A
WWW.LINKEDIN.COM/IN/FOLASADE-OGUNDIYI
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SUMMARY
A focused customer experience professional. Skilled in Customer support, lead generation, virtual assistance, and
sales, a vast user of the CRM tool, Goggle Office, and Microsoft office with 9 years of experience; spanning through
telecommunication and the power sector. Accomplished in providing unsurpassed support to demanding customers
and clients.
EXPERIENCE
August 2019 – Present
IKEJA ELECTRIC (IE)
Customer Service Supervisor
• Responsible for the generation of weekly/monthly customer complaints reports going to the Nigeria Electricity
Regulatory Commission (NERC).
• Monitor and ensure all customer complaints and queries are resolved, within stipulated turnaround time, according
to customer care procedures/processes at the first level, and take responsibility for issues that require second-level
resolution on the Customer Relationship Management (CRM) application. This is to increase customer retention and
avoid Chun.
• Coordinate and supervise team members to meet and exceed customer experience expectations.
• Manage all complaints/reports from team members.
• Escalate customer complaints to the right department; and where the escalation of issues is beyond control, assist
with adequate follow-ups.
• Facilitate resolution of customer queries/complaints and comments received at the undertaking office and
implement measures aimed at guaranteeing optimal customer satisfaction.
• Provide optimum technical backend support to maximum demand customers (key accounts), to ensure they are
satisfied at all times.
• Provide guidance and manage the performance of customer support team members.
• Follow up with the Investigation team; prepaid meter/Commercial Manager /Network Operations Manager /Finance
&Admin Managers on issues escalated to them for prompt resolution.
• Collate and analyze customers feedbacks, to be used in business decisions.
• Responsible for the resolution of all customer escalations emanating from NERC and other regulatory bodies such as
FCCPC and LASCOPA.
• Represent the company in mediations organized by NERC, FCCPC, and LASCOPA
Key Achievements:
• Best customer care supervisor for the year 2019
• Exceeded financial target of N5,000,000,00 (2021)
January 2020- Present
Volunteer
Hiremote Africa
Lead Generation| Virtual Assistance
• Generate new leads using cold calling, email marketing, social media, and other relevant marketing channels
• Classify hot, warm, and cold leads based on their need, budget, and decision-making capabilities.
• Accordingly, take the necessary steps to convert hot leads and nurture warm and cold leads
• Organize and keep the lead status updated in the CRM software
Scheduling meetings
• Prepare customer spreadsheets and keep online records
• Appointment setting for prospect leads.
January 2017 – August 2019
IKEJA ELECTRIC (IE)
Customer Service Officer
• Coordinate the prompt handling of all customer service requests.
• Provide utmost customer satisfaction at all times.
• Assist in reducing downtime in customer complaint handling.
• Resolve service problems by clarifying the customer's complaint, determining the cause of the problem, selecting
and explaining the best solutions to solve the problem, and expediting correction or adjustments following up on the
resolution.
• Take payment information and other pertinent information such as addresses and phone numbers as required to
update customers’ accounts.
• Respond to billing inquiries and handle customers’ high bill complaints.
• Provide information about company programs, products, and services.
• Recommend potential services to management by collecting customer information and analyzing customer needs.
• Capture data of customers requesting new services and/or construction and channel them to the appropriate office.
Key Achievements:
• Exceeded debt recovery incentive target for the year 2019
• Exceeded customers’ details capture target for 2018
• Account management and retention of over 1,000,000 customers.
October 2012 - December 2015
CONTACT SOLUTIONS LIMITED
LAGOS STATE EMERGENCY DISTRESS CALL CENTRE
Customer Service Representative
Responsible for taking calls, queries, and complaints from the public and other distress centers.
Monitoring and ensuring that all complaints escalated to various agencies are followed through on the CRM.
Logging and escalating all correspondence received on the CRM and escalating same as need be.
Following up with the various team leads of various agencies to ensure that service requests are attended to
within stipulated TAT and SLA periods.
▪ Second level escalation and closing of service requests.
▪ Ensuring customer care missions and outlines are adhered to ensure increased productivity and give value to
the department.
Key Achievements:
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Managed all-new ‘initiatives’ for following up with partner agencies (Health, Security, Fire, Road, Traffic
control) to ensure that escalated issues are given adequate attention.
January 2014 - March 2015
CONTACT SOLUTIONS LIMITED / MULTICHOICE NIGERIA (Gotv)
Sales Associates
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Monitoring the effectiveness of marketing campaigns to identify opportunities to improve performance
•
Generating sales leads for businesses by identifying potential clients and encouraging them to purchase
products or services
•
Escalating complaints on the CRM for issues relating to the technical team for onward resolution.
•
Educate customers about the company’s products and services.
•
Recommending related products to increase customers’ options and enrich the shopping experience
EDUCATION
2013 - 2015
Ladoke Akintola University of Technology
MBA (HR)
2005 – 2010
Ladoke Akintola University of Technology
B. Tech Pure and Applied Chemistry
