Olufunke Balogun

 OLUFUNKE TITILOPE BALOGUN 5, Adenubi Close Off Toyin Street Ikeja Lagos, Nigeria. Phone: - Email:-TO WORK TOWARDS THE REALIZATION OF THE GOALS AND OBJECTIVES OF AN ORGANISATION THEREBY ATTAINING A HIGHER LEVEL OF PROFESSIONALISM AND PERSONAL DEVELOPMENT. PROFESSIONAL EXPERIENCE BRITISH COUNCIL Nigeria 20 Thompson Avenue Ikoyi Lagos Nigeria Exam Invigilator (freelancer) October 2016- present Duties and Responsibilities -Follow all relevant standards & procedures, based on training and reference materials provided by the British Council Examinations Services and the relevant Exam Boards.  • Enable good customer flow by giving candidates clear direction and answering their enquiries.  • Ensure that candidates follow the agreed exam procedures regarding the location and security of their belongings. • Conduct candidate entry, exit, identity checks and Test Day Photography procedures according to exam requirements. • Ensure special arrangements are provided as required. • Be familiar with the emergency procedures for the test day venue. • Invigilate examinations to the standard required by the British Council Examinations Service and the relevant Exams Boards. • Actively monitor candidates during tests to make sure that there is no violation of test conditions. • Support the supervisor to ensure that candidates have a positive and consistent test day experience and a positive image of the British Council.  • Ensure all material is accounted for and handed over securely to the supervisor. • Complete and maintain accurate records of exam assignments. Complete all reports, logs and claims accurately as required by British Council Examinations Services.  • Follow all relevant guidelines and policies in the areas of: Data Protection, Child Protection, Health & Safety, Equal Opportunities and Diversity, and Anti-Fraud.  • Report any incidents, emergencies or breaches of security to the appropriate test day supervisor.  • Work with the test day supervisor to promote and ensure the wellbeing of candidates at all time. in case of emergencies, follow correct procedures. • Additional administrative duties in line with the role may be required. MTN NIGERIA 4, Aromire road, off Kingsway road, Ikoyi , Lagos Customer Care Representative August 2011 to September 2016 Duties and Responsibilities As a customer care representative, I manage large amounts of inbound and outbound calls in a timely manner, including transferred sales leads and calls from current and potential customers. I answer questions about the product services, details, the company, and issues with customer’s mobile lines and account. Assist customers with any technical issues experienced with mobile lines, phone and data, including escalating any issues to management appropriately. Do research on misapplied activations and subscriptions. I also upsell products and services when the need arises or when new products are introduced in to the market. Detailed documentation of all call , keeping records of customer interactions, inquiries, comments, complaints ,comments, observation, contribution as well as actions taken, accurately using Call Tracking System(CRM-database)which includes document and alert the supervisor of trends in customer calls. Check product availability for customer orders and order or restock items if necessary to satisfy the customer Assist financial and Anti-fraud department with customers on security checks, accounting enquiries or flagged accounting issues with private or company users raised by the customer Communicate with customers about their request, including any delays or changes in delivery. Assist customers on how to manage their lines, phones and help handle service outage problems using the do-it-yourself training I have acquired. Recommend process improvements and Research billing issues. Provide on-the-job training for new employees. Other roles include knowledge sharing among my team members, where am able to educate my team members on products and services as provided by the company. RUYI COMMUNICATIONS LIMITED 55, Raymond Ijoku, Awolowo road Lagos Personal Assistant to CEO March 2009-October 2010 Duties and Responsibilities Answering phones and routing calls to the correct person or taking messages Handling basic bookkeeping tasks. Helping prepare for meetings. Accurately recording minutes from meetings. Greeting visitors and deciding if they should be able to meet with executives. Making travel arrangements for executives. Performing office duties that include ordering supplies and managing a records database. Experience as a virtual assistant. Provide general administrative support, including the use of word processing, MS Word, Ms outlook and together with the use of photocopying, electronic filling, scanning machines. Keep files and confidential reports (soft and hard) in a well-organized filing system for easy access. Ensured admin requests are properly channeled and made available to each workstation, ensuring that the waiting area is tidy and provide reading materials for waiting clients or visitors. Providing refreshment for visitors/clients and making sure they are comfortable. Updating client and customer phone directory on Microsoft excel spread sheet Perform any other cognate duties that may be assigned by the CEO or General Manager. Volunteer Experience BRITISH COUNCIL Kano Nigeria March 2008-november 2008 Customer Service Assistant Assisted with Visa application processing for prospective students for schools in the UK. Counselling clients on choice of school, school fees, travel document requirements. Capturing client’s data on the school’s data for easy documentation and tracking (soft and hard copy.) EDUCATION BACHELOR OF ARTS (FRENCH) 2006 Ahmadu Bello University Samaru Zaria Nigeria CERTIFICATE IN CUSTOMER SERVICE CARE 2010 Landover Aviation Business Schools Diploma in French Language Studies, (DELF) 2015 International Centre for French Studies (CIEP) TRAININGS Certificate on ‘Value Based Customer Service March 2013 MTN NIGERIA Certificate on ‘Effective Communication’ September 2012 MTN NIGERIA Certificate on ‘How May I help You’ September 2011 MTN NIGERIA ADDITIONAL SKILLS 4+ years Microsoft office : Word, Powerpoint, Outlook 3+years in Call Tracking System (CRM data base) Excellent verbal and Communication skills Multi-tasking Organizational skills Interpersonal skills (customer relationship) REFERENCE Available upon request.