OLUBUNMI ABIGAIL ADENAIYE
Lekki, Lagos 105101
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PROFESSIONAL SUMMARY
A reliable customer service representative with a background in providing professional and helpful support to
new and existing clients. Prompt in handling communications and developing resolutions for diverse concerns.
Proven success at improving customer retention through exceptional service and account management.
WORK HISTORY
Customer service representative/Virtual Assistant, 01/2023 - Current
Upwork - California, United States
Organized tasks by level of urgency and importance to make best use of time and resources.
Scheduled meetings, conferences, and appointments.
Planned and scheduled meetings, creating agendas and minutes as needed.
Confidently navigated multiple IT software and systems, including G-Suite and Dropbox.
Kept files organized and up-to-date for accurate record-keeping purposes.
Customer Service Officer, 07/2021 - 01/2023
Wema Bank PLC - Lagos
Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
Responded to customer queries and provided excellent customer service.
Responded to customer requests with friendly, knowledgeable service and support.
Recorded and processed customer data accurately.
Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify
issues.
Registered customer information to maintain accurate records.
Maintained excellent client satisfaction by providing in-depth support.
Liaised between customers and internal departments to address and resolve customer service concerns.
Engaged in team-building activities to build rapport with staff.
Gathered customer feedback to identify successes and highlight improvement opportunities.
Improved company processes by analyzing customer feedback and service trends.
Advised management of customer service trends, creating proactive strategies to maintain best practices.
Thoroughly monitored compliance with customer service standards to maintain a stellar industry
reputation.
Increased client retention by 20% through outstanding account management.
Sales Associate, 09/2019 - 02/2020
Cars45 limited
Collaborated with internal teams to relay customer feedback for product and service improvements.
Assessed customers' needs to tailor product recommendations to individual requirements.
Demonstrated products to showcase features and benefits, enhancing customer understanding.
Maintained detailed records of customer interactions and transactions for efficient follow-up.
Assisted customers with varying questions using product knowledge and service expertise.
Maintained current company's product and service knowledge to answer client questions and make
appropriate recommendations accurately.
Handled customer complaints, providing appropriate solutions, and recommending alternatives.
Maintained excellent client satisfaction by providing in-depth support.
Listened actively to offer accurate information and the best solution to their needs.
Advised customers on the availability, pricing, and location of products.
Direct Sales Executive/Customer Service Officer, 10/2018 - 08/2019
Sterling bank PLC
Achieved and exceeded sales targets in line with client growth across all products and services.
Generated new leads and opportunities to maximize revenue.
Built long-term relationships with customers and generated referrals from existing clients.
Managed client relationships from the early stages of the sales process through to post-sales
Maintained contact with customers throughout the sales and pre-delivery process.
Understood customer needs to craft exceptional sales journeys.
Effectively handled daily customer meetings, sales calls, and account management tasks, improving sales
team efficiency.
Achieved monthly sales and performance KPIs for improved team success.
Maintained awareness of industry trends, product knowledge, and sales techniques.
Established and maintained positive, profitable client relationships through superb communication.
SKILLS
Customer relations
Sales support
Microsoft Office Suite
Client retention strategies
Data entry
Transaction processing
Dispute resolution
Advanced product knowledge
CRM
EDUCATION
B.Sc. Food Science and Nutrition, Second Class Upper Division: Food Science and Nutrition, 11/2011 10/2016
FEDERAL UNIVERSITY OF TECHNOLOGY - Minna, Niger State, Nigeria
Class: Second Class Upper Division
