Olusegun Akinola

O L U SE G U N AK INO L A-• (-• https://www.linkedin.com/in/olusegun-akinola-893a75124 CA R E E R O BJE C T IV E : Dedicated and results-oriented Customer Service Representative with a passion for delivering exceptional experiences. Proficient in handling inquiries, resolving issues, and fostering positive relationships to drive customer satisfaction and loyalty. Seeking to leverage strong communication skills and a proactive approach to contribute to a dynamic team environment while exceeding performance targets. P R O F E S S I O NA L E X P E R I E N C E R e nm o ne y C u s t o m e r S e r vi c e S u p p o r t / U s e r S u c c e s s M a n a g e r a n d S a l e s L ag o s , N i ge r i a O ct 2 0 2 1 - M a y 20 2 3 ● Successfully increased sales revenue by 20% through virtual sales and service activities, including lead generation, application support, and customer retention, while effectively representing the brand and exceeding performance and KPI goals. ● Attended to all customer inquiries, loan processing, and complaints across multiple platforms, resulting in a 95% customer satisfaction rate and meeting SLA requirements consistently. ● Ensured compliance with company rules and policies while processing loan transactions, resulting in a 15% increase in efficiency and optimization of core applications. ● Provided valuable feedback on processes, products, and procedures, leading to the implementation of innovative business improvements and optimization strategies. ● Ensured accurate logging of customer details, interactions, inquiries, transactions, and resolutions in CRM systems, resulting in improved data integrity and streamlined operations. ● Demonstrated a strong commitment to driving success and delivering exceptional service, resulting in a 90% customer satisfaction rating and high retention rates. ● Interacted with customers via phone, email, chat, and in-person, resolving issues in a timely and professional manner across all channels, leading to improved customer loyalty and brand reputation. W ak ano w C u s t o m e r S e r vi c e R e p r e s e n t a t i ve / O p e r a t i o n s L ag o s , Nig e r ia D e c 2 0 18 - M a r 2 0 20 ● Efficiently processed flight reservations for customers, ensuring accuracy of all passenger details as requested, leading to a 99% error-free booking rate and improved customer satisfaction. ● Provided exceptional customer service by promptly addressing inquiries and resolving complaints in a professional manner, resulting in a 95% customer satisfaction rating. ● Proficiently utilized the GDS platform Amadeus to book flights, hotels, and car rentals for customers, resulting in streamlined booking processes and improved efficiency. ● Demonstrated strong sales and cross-selling skills by effectively promoting and offering additional products and services to customers, leading to a 15% increase in revenue and higher levels of customer satisfaction. ● Maintained accurate records by logging all inbound and outbound calls on the CRM system, ensuring the protection and confidentiality of customer data at all times, thus complying with privacy regulations and enhancing trust with customers. C o nce p t N o va L im it e d C u s t o m e r S e r vi c e S u p p o r t / S a l e s A g e n t L ag o s , Nig er ia J a n 2 0 17 - J u n 2 0 19 ● Successfully marketed vehicle trackers and other car safety devices, increasing public awareness and developing sales plans that led to a 25% revenue growth. ● Managed the inbound lead process by screening leads, qualifying prospects, and scheduling meetings with qualified leads, resulting in a 20% increase in lead conversion rates. ● Collaborated closely with the sales supervisor to target prospects and develop effective sales strategies, resulting in a 30% increase in revenue growth. ● Confirmed details of Trader Moni customers and ensured accurate enumeration, enhancing data accuracy and compliance with regulatory requirements. ● Provided customers with relevant information and resolved complaints in a timely and professional manner, resulting in improved customer satisfaction and retention rates. N a t i o n a l Y o u t h S e r vi c e C o r p s , A k o l i i m e y i n , B e n d e L o c a l G o ve r n m e n t S e c o n d a r y S c h o o l So cial St udie s T u t o r      Develop and deliver engaging lesson plans that align with the national curriculum, covering topics such as history, geography, civics, and economics. Utilize a variety of teaching methods, including lectures, group discussions, and multimedia presentations, to cater to diverse learning styles and promote active student participation. Foster critical thinking and analytical skills through guided inquiries, debates, and research projects, empowering students to become informed and responsible citizens. Incorporate current events and real-world examples into lessons to make the subject matter relevant and relatable to students' lives and experiences. Provide individualized support and feedback to students, monitoring their progress and offering guidance to help them achieve academic success in social studies. N i g e r i a n A i r s p a c e M a n a g e m e n t A g e n c y ( NA M A ) A d m i n i s t r a t i ve A s s i s t a n t      A b i a , Ni g e r i a 20 1 5 - 2 0 1 6 L ag o s , Nig e r ia J a n 2 0 1 2- J u n 2 0 1 2 Successfully forwarded mails to Air Traffic Operators, ensuring timely delivery and responses, thereby facilitating efficient communication and operational effectiveness. Booked meetings for Air Traffic Operators and coordinated schedules to ensure smooth communication, resulting in improved collaboration and decision-making within the team. Answered and screened phone calls, ensuring that all queries were promptly addressed, enhancing communication efficiency and customer satisfaction. Forwarded urgent matters to appropriate personnel promptly, ensuring timely resolution of critical issues and minimizing disruptions to operations. Sorted and distributed post to relevant departments, ensuring timely and efficient delivery of important correspondence, thereby facilitating smooth workflow and effective communication across the organization. E D U C AT IO N University of Port Harcourt Bachelor of Science Psychology Second Class Honors(Lower Division) Port Harcourt, Nigeria- AD D IT IO N AL IN FO R MAT IO N P R O F E S S I O NA L T R A I N I N G : ● Hron Wheel,Human Resource Management ● Eduwhere,Air Ticketing and Reservation Training ● Customer Contact Solution Nig.Ltd, Customer Service Training - SK IL L S: ● Excellent communication skills, both verbal and written ● Strong interpersonal skills and the ability to empathize with customers ● Active listening skills to understand customers' needs and concerns ● Problem-solving abilities to resolve customer issues effectively ● Patience and resilience to handle challenging situations with composure ● Time management skills to prioritize tasks and manage workload efficiently ● Adaptability to work in a fast-paced and dynamic environment ● Product knowledge to provide accurate information and assistance to customers ● Computer proficiency, including familiarity with CRM software and other relevant tools ● Teamwork and collaboration skills to work effectively with colleagues and other departments R E F E R E NC E S Available Upon Request