Olawale Abimbola

OLAWALE O. ABIMBOLA Lagos,Nigeria -- SUMMARY Highly personable customer service professional with experience in account management, call-center operations, Live chat and Email queries within the E-Commerce, Edutech organization. I’m a Result-driven online chat specialist with industry standard ethics and professionalism. Seeking innovative ways and platforms to improve customer experience. PROFESSIONAL EXPERIENCE Jumia Online Store (Nigeria) Associate Customer Service Representative & Live agent, (2018 - Present) Key Achievement: Consistently smashing the monthly KPI of up selling 30 customers to add more items to their shopping cart to qualify for the different customer loyalty programs.            Adopted company troubleshooting resolution manual to evaluate customer concerns and queries while leveraging personal expertise to find appropriate solutions for ticket raised. Personally adopted the 5 troubleshooting phase of IT professional in my compliant resolution, which translated into reducing my complaint resolution time by 75% . Assisted customers with all issues, Including troubleshooting a wide range of product issues, providing product and vendor information to online customers, and processing return and refunds. Handle inbound customer Live chat, Email queries, Incoming calls. Suggested new customer loyalty programs and reward redemption processes, which boosted up selling to customer, making the sales on website all time high in 2020 Q3. Asked open-ended questions during live chat, phone call conversations to determine which products and which vendor best fit for customer’s needs. Worked closely with each customer to carefully resolve issues within company ticket resolution time. Worked in a self sufficient environment during the pandemic lockdown period, handling an average of 50+ live chats, phone calls, Email queries due to increase of more online shoppers. Documented customer information accurately in the CRM application used by the organization. Review customer payment method, confirming payment was successful and review cases of payment discrepancies from unhappy customers. Support and mentor new team members on the company’s customer support practices. Bridge International Academies Customer Care Support, (2017 - 2018) Key Achievement: Delivered report manual on FAQs that was adopted by the department used to resolved basic IT complaints on the teachers tablet used to deliver lessons to pupils in the classrooms.      Resolved complaints from academy managers concerning different technical issue and escalate ticket to the IT support centre when required. Acted as front-line contact for academy managers, teachers, parents, addressing different concerns as it pertain to the subject person. Provided timely follow-up with the academy managers, teachers to ensure highest quality service was delivered before closing the opened tickets. Performed quarterly phone calls to parent of pupils in the academy to gain more customer insight on how to improve the service delivery. Placing calls to parent to get pupils school bills settled before the agreed period.  Assisted with development and implementation of customer service policies and procedures. Core Competencies         Invoicing & Payment Confirmation Implementation Project Management Proficiency with CRM Application Conflict Resolution & Issue Escalation Elevate Customer Experience Operational Improvements Handle Live chat & Email queries Microsoft Office Suite         Active Listening Effective Oral & Written Communication Team Oriented & Collaborative Multitasking Creative & Problem Solving Enthusiastic Attitude Time Management & Adaptability High Emotional Intelligence EDUCATION  Bachelor of Science (BSC), University of Lagos, Akoka, Nigeria