Olalekan Agboola

OLALEKAN AGBOOLA Mobile: - | Email:-LinkedIn: linkedin.com/in/olalekan-agboola1 PROFESSIONAL SUMMARY Results-driven Customer Service Professional with 4+ years of experience in high-volume environments. Proven expertise in handling customer inquiries, issue resolution, and customer satisfaction. Adept at using CRM tools (Salesforce, Zendesk, Zoho CRM, HubSpot) to streamline support processes. Recognized for mentoring new hires, optimizing service workflows, and driving customer retention. Strong communication, problem-solving, and interpersonal skills to enhance customer experience and operational efficiency. Seeking to leverage my expertise in a dynamic customer service role. EDUCATION B.Sc. Computer Science – Bestower International University, Benin CERTIFICATIONS & TRAINING         Certified Customer Service Professional – LYD, Lagos Certified Customer Experience Professional – LYD, Lagos Customer Service Mastery: Delight Every Customer – Udemy Achieving Maximum Customer Satisfaction – UBA, Ogun State Customer First Certification – UBA, Ogun State Communication and Interpersonal Skills – UBA, Ogun State Information Security Awareness & Data Protection – UBA, Ogun State Annual Compliance Certification – UBA, Ogun State PROFESSIONAL EXPERIENCE Customer Service Representative United Bank for Africa PLC, Ogun State, Nigeria February 2021 – Present    Resolved 350+ customer inquiries weekly, achieving a 95%+ resolution rate. Trained and mentored new customer service representatives, improving onboarding efficiency. Achieved 100% customer service rating, excelling in communication, problem resolution, and efficiency.   Developed automated response strategies, reducing issue resolution time by 30% . Collaborated with internal teams to streamline escalation processes and improve service efficiency. Remote Customer Service Agent WT Ventures, Lagos, Nigeria January 2019 – January 2021      Managed 120+ daily customer interactions via live chat, inbound & outbound calls using Zendesk and Salesforce. Ranked #1 Customer Service Rep in 2020 based on customer satisfaction scores and efficiency. Developed a remote training program, reducing new hire onboarding time by 38%. Increased sales conversions by 8% through enhanced lead-generation strategies. Designed and implemented a customer retention plan, decreasing churn by 5%. CORE SKILLS & COMPETENCIES        Customer Support & Retention CRM & Help Desk Tools (Salesforce, Zendesk, Zoho CRM, HubSpot) Issue Resolution & Escalation Management Team Training & Leadership Data Analysis & Reporting Sales & Upselling Strategies Time Management & Multitasking TECHNICAL SKILLS     CRM Software: Salesforce, Zendesk, Zoho CRM, HubSpot Communication Tools: Slack, Zoom, Microsoft Teams Project Management: Trello, Jira Social Media & Customer Engagement: Hootsuite, Later.com ADDITIONAL INFORMATION    Languages: Fluent in English Availability: Immediate Work Authorization: Eligible to work in Nigeria