Olufunmilayo Abosede Abass

OLUFUNMILAYO ABOSEDE ABASS Dedicated and results-driven Customer Service Representative with over 20 years of extensive experience across diverse industries, including banking, real estate, media, and broadcasting. I leverage my strong communication skills and commitment to customer satisfaction to deliver exceptional service and build lasting client relationships. In the banking sector, I effectively resolved complex financial transactions and discrepancies, ensuring accurate and secure operations. My experience in real estate honed my communication skills to address customer concerns effectively. While working in media, I meticulously documented client information, ensuring smooth account setup. Across all roles, I consistently demonstrated a commitment to exceptional customer service by promptly responding to inquiries, forwarding complex issues for resolution, and maintaining positive relationships. CONTACT kubwa, 901101, Nigeria - abassolufunmilayo@gm ail.com CERTIFICATIONS • On Demand IT Skills EXPERIENCE 04/2014 - 11/2016 • Exceptional Communication and Networking • Customer Relationship Management • Technology Proficiency (Hubspot, Freshdesk, Trello) • Project Management (Click up, Asana, Zapier) • Problem Solving and Resolution • Sales Funnel Management • Operational Efficiency • Digital marketing • Industry Knowledge • Salesforce CRM • Customer retention tactics • Customer and staff support • Upselling and cross-selling • Service policy development • Customer complaint management • Active listening • Team collaboration • Account management • Product expertise 02/2007 - 06/2012 SKILLS Customer Services Executive Echoes Africa Media - Abuja, Nigeria • Maximised customer engagement and satisfaction by delivering excellent customer service. • Wrote professional business correspondence and prepared informational sheets for clients. • Followed-up on customer interactions to provide further support. • Met demands of high-volume customer enquiries and exceeded performance targets. • Attended regular training to enhance performance and expand knowledge. • Handled 100 of inbound calls per day. • Created plans and communicated deadlines to complete projects on time. • Oversaw daily operations of 150 customer accounts. • Identified prospective customers and evaluated market potential. • Consistently met and exceeded department targets. • Increased revenue generated by 25% by obtaining and securing new accounts while providing value-added services to existing clients. Customer Service Representative Afribank Nigeria Plc • My expertise in dealing with financial security protocols is a valuable asset, as handling sensitive client data and understanding of security best practices is a plus. • Handled high-volume telephone calls to address and resolve customer queries. • Scheduled new product deliveries. • Provided information on after-sales services for comprehensive support. • Gave out information and advice about available products and Training • Project Management Online training services options. • Responded to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support. • I effectively resolved pending online transactions and discrepancies with signature mandates, ensuring accurate and secure financial operations • I meticulously documented client information, ensuring smooth account setup. • I consistently demonstrated a commitment to exceptional customer service by promptly responding to inquiries, forwarding complex issues for resolution, and maintaining positive relationships. • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service. • Assisted customers with product-related questions, feedback and complaints. • Enhanced customer satisfaction levels by personalizing follow-up communications based on individual preferences and needs. • Maintained constant presence at front counter to receive enquiries. • Promoted company products using approved techniques, increasing revenue and exceeding performance expectations. • Processed refunds, exchanges and service requests for customers. • Monitored email to promptly collect and respond to complaints. • Remained updated on company offerings through regular product research. • Stayed current on policies, procedures and standards to offer optimal support. • Coordinated referrals and escalations to obtain specialised support. • Kept organised calendar and set up new appointments for field personnel resolving issues. ACCOMPLISHMENTS PROFESSIONAL HIGHLIGHTS My career highlights include spearheading marketing efforts that significantly boosted sales of newly built properties and managing complex financial operations, ensuring compliance and optimizing fiscal performance. I excel in leveraging advanced computer skills to implement innovative marketing solutions and streamline operational processes. Adept at transforming challenges into 07/2005 - 09/2006 • Successfully managed financial operations and ensured tax compliance for a broadcasting commission zone, contributing to the organization's financial stability. • Marketed and sold newly built apartments and plots of land, effectively utilizing social media and increasing sales. • Established and maintained strong client relationships, significantly mobilizing deposits and meeting branch targets. • Conducted successful business seminars, building trust with clients and enhancing overall branch performance. • Managed multiple outlets of a fast-food company without fraud or mismanagement, showcasing reliability and attention to detail. Customer Service Representative United Bank for Africa - Abuja, Nigeria, Nigeria • Results-driven Customer Service Representative with 20+ years of expertise in banking, real estate, media, and broadcasting sectors. • Expert in developing effective relationships through the application of skills acquired from experience as a Customer Service Representative, Communications professional, and Financial specialist. • Managed up to 150 customer inquiries per day in fast-paced centre both offline and online. • Assisted customers with product-related questions, feedback and complaints. • Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction. • Developed empathetic client relationships and earned reputation for consistently exceeding sales goals. • Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement. • Processed and issued product orders and service upgrades for customers. opportunities, I leveraged my exceptional communication and digital marketing skills at Afribank Nigeria Plc to significantly enhance lead generation strategies, resulting in a 20% revenue growth. My expertise in customer relationship management and operational efficiency has consistently driven impressive results across various roles. As a proactive team player, I thrive in dynamic environments and excel in building lasting client relationships through effective communication and a deep understanding of client needs. I am now eager to transition my expertise into a Lead Generation role where I can utilize my extensive experience and passion for driving business success through effective lead acquisition and conversion strategies. Leveraging years of diverse experience across marketing, communications, and finance, I'm passionate about building relationships and driving over 15 results. I single-handedly mobilized over 300 new clients through targeted outreach and relationship building – a skillset perfectly suited to excel in a lead generation role. My proven ability to connect, engage, and convert across industries makes me a strong candidate to spearhead your lead generation efforts. I'm eager to leverage my communication expertise, honed organizational skills, and data-driven approach to supercharge your pipeline. WEBSITES, PORTFOLIOS AND • Handled high-volume telephone calls to address and resolve customer queries. • Gave out information and advice about available products or services options. • Responded to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support. • Maintained constant presence at front counter to receive enquiries. • Processed refunds, exchanges and service requests for customers. • Mobilized 300+ new clients through targeted outreach and relationship building, demonstrating customer service excellence. • I possess a track record of successfully connecting, engaging, and converting customers across diverse sectors, positioning me as an ideal candidate to lead your customer service efforts. • Highly skilled in delivering exceptional customer service, managing client relationships, and ensuring customer satisfaction. • Proven ability to handle complex inquiries, resolve issues efficiently, and provide personalized service to a diverse clientele. Recognized for excellent communication skills, attention to detail, and a strong commitment to enhancing customer experience. EDUCATION 2010 Customer Relationship Management Training Management Transformation Limited - Lagos 05/2023 Diploma Project Management Digital Exchange Academy - Online 05/2005 Bachelor of Arts Accounting Yaba College of Technology - Lagos, Nigeria 04/2024 Diploma On Demand IT Skills Digital Witch - Online 02/2000 Ordinary National Diploma Financial Studies The Polytechnic Ibadan - Oyo State, Nigeria Strategic PR and Media Writing Workshop for Organizations Ehoes Africa - Abuja, FC Effective Communication (Telephone skills, Cold and Warm calls) Echoes Africa PROFILES www.linkedin.com/in /olufunmilayo-abass-b4 VOLUNTEER EXPERIENCE Project Management in Action, I leverage on project management skills through active volunteer work in my community and church, leading initiatives for children's day celebrations. HOBBIES AND INTERESTS • Listening to Music: Focus Booster - I Utilize music to enhance focus and improve task completion efficiency. • Public Speaking: Leadership and Communication - I am an active public speaker, serving as a facilitator at the Small and Medium Enterprise Tribe within Streams of Joy International Church. • General Participation: Team Player - I actively participate in assigned tasks within group settings, fostering a collaborative and engaged environment. LANGUAGES English: First Language Yoruba: Proficient HOBBIES AND INTERESTS • Volunteering • Analytical thinking • Public speaking engagement C2 • Reading • Relevance • Listening to music REFERENCES • Olawunmi Princess Adewoyin Ambassador to Cape Verde on Gender and Human Rights World bank Expert on Women, Business and Law Tel: --https://wbl.worldbank.org /en/local-experts /cabo-verde • Alaba k. Oladoja Mental Health Worker @ Northwell Health Hospital New York Tel: - Email:-