Olorunjuwonlo Oluwawalemi

OLORUNJUWONLO OLUWAWALEMI CUSTOMER SUPPORT & INBOUND SALES PROFESSIONAL SUMMARY I’m a dedicated professional with extensive experience in sales, customer support, relationship management, and CRM systems, great at multitasking and problem-solving in fast-paced environments. Skilled in active listening, communication, and tailoring solutions to meet customer needs while fostering collaboration and achieving organisational goals. Eager to contribute expertise in customer relations and support to drive success in the next role. SKILLS Inbound sales Customer Support Active listening Empathy Multitasking Customer relations & retention Problem solving Attention to detail Negotiation Supervision Team Lead Customer-centric TOOLS GoHighLevel CRM Zendesk Salesforce Microsoft Office Google Gemini Slack Gmail Outlook Teams ChatGPT SODA (Sales Order Desk App) OMS (Order Management System) Accelerator GoDaddy Excel MS Word, Google docs Ms Excel, Spreadsheet Powerpoint Canva PROFESSIONAL EXPERIENCE Customer Support - ModSquad Present Provide exceptional customer service via inbound and outbound calls, Emails and live chats Use Zendesk for Inbound and Outbound calls, Emails, live chats, and ticketing system Leave Internal notes, providing necessary escalations to the appropriate management teams Use Order Management Systems to provide customers update on their orders or cancel when necessary Use Slack for team and management communications, Clocking in and out using workflows and license activation Use Provided Macros for internal notes and escalations. Assist customers with product inquiries and service requests. Document customer interactions in the support management system. Collaborate with team members to resolve customer issues effectively. Maintain product knowledge to assist customers accurately. Participate in training sessions to enhance customer support skills. Document customer correspondence in CRM to track requests, problems, and solutions. Investigate customer complaints regarding product quality or service rendered. Record all customer interactions into the database system accurately and completely. Inform customers about billing procedures, processed payments, and provided payment option setup assistance. Resolve issues with first call and escalate more complex matters to obtain necessary customer support. Meet target of 5 tickets per hour and SAT score of 90-95% Working in PST Time Zone Learner Support - MY FREE COURSE, STARCH, UK LTD Jan 2025 - March 2025 Provided exceptional customer service to Learners via inbound and outbound calls, Emails and SMS. Used the CRM for Inbound and Outbound calls, Emails, SMS, and opportunity updates. Data Entry - updated learners' information on the backend and spreadsheets with accuracy. Worked in a Team of 5 efficiently under minimal supervision. Conducted daily follow-up calls on learners with pending issues, Followed provided templates for messages, and tailored custom messages to Learners' needs. Listened actively to learners with empathy while understanding and tailoring responses to their needs. Demonstrated ability to manage multiple tasks while remaining adaptable and flexible. Committed to delivering excellent customer service while working in a fast-paced environment. Met deadlines while maintaining high-quality deliverables and daily target calls of 16-18 calls per hour Responded quickly to meet customer needs and resolve problems. Provided efficient and courteous service to customers at all times. Sales Executive - ADRON HOMES & PROPERTIES Dec 2020 - April 2023 Maintained and compiled customers' accounts and documents Marketed in different industries to introduce the company to its environment Identified customers' needs and resolved issues Met and planned daily with team members to ensure the target is met. Leveraged social media platforms for lead generation purposes. Successfully managed and developed relationships with clients to get referrals. Used knowledge of company products and services to recommend solutions to customers. Attended industry events and conferences to attract potential customers and increase brand awareness. Arranged in-person meetings and visited with clients to improve the success of sales pitches. Customer Relations - COST SERVICE SOLUTIONS CONSULTING Jun 2018 - Sept 2020 Worked full-time from a call centre Provided Support via inbound and outbound calls Telesales and cold calls (up to 80 calls daily) Ensured team compliance with work ethics. Scheduled follow-up appointments between customers and other departments when necessary. Handled customer interaction professionally according to established policies and procedures. Maintained accurate records of all calls made and received. Managed lead lists and contact information within the CRM system. Performed outbound calls to generate leads and follow up on existing customers. Explained products, services, and prices and answered questions from customers. Maintained a high level of product knowledge to answer customer inquiries effectively. Employed persuasive communication skills when selling products or services over the phone. Participated in team meetings to discuss strategies for increasing sales performance. Team Supervision: Supervised the team to ensure all targets were met. Collaborated with other teams within the organisation on special projects related to sales and marketing initiatives PLANT MANAGER - MAK PRECISION ENGINEERING CO. LTD. Mar 2017 - Aug 2019 Managed the daily operations of a manufacturing plant with over 10 employees. Conducted regular safety inspections of the facility to ensure safe working conditions for all personnel. Developed and implemented efficient production systems to reduce downtime, increase productivity, and improve quality control with the CEO Provided guidance and support to shift supervisors and engineers. Monitored inventory levels and initiated restocking orders when necessary. Analysed production data to identify areas for improvement and develop strategies accordingly. Negotiated contracts with Customers, suppliers and vendors while ensuring optimal quality at competitive prices. Resolved customer complaints swiftly while maintaining positive relationships with clients. Assisted in developing and maintaining a budget to implement capital projects for plant improvements. Coordinated activities between different departments such as engineering, sales, and logistics. Hired, trained, evaluated, and discharged staff and resolved personnel grievances. PLANT MANAGER - MAK PRECISION ENGINEERING CO. LTD. June 2011 - May 2012 Conversed with customers on the desired product and closed deals. Introduced new products and services to potential buyers Provided all the necessary information sought by potential buyers Attended weekly meetings Utilised persuasive communication techniques to close deals quickly and efficiently. Communicated product features, advantages, and benefits to customers. Adapted to and remained flexible in a changing, fast-paced work environment. EDUCATION Economics, University of Ibadan Majored in Micro and Macro economics Thesis on "Effects of Population Age Structure on Savings in Nigeria” CERTIFICATIONS ALX Africa - Leadership Foundation Hubspot - Inbound Sales ADDITIONAL INFORMATION Languages: English and Yoruba. Certifications: Professional Foundations, Salesforce Certified Platform Foundations, HubSpot Inbound sales certificate, English Proficiency (EF/SET). REFERENCES Christine - My Free Course, Starch UK - Line Manager - More can be provided on request