Oluwadamilola Olasunkanmi

OLASUNKANMI OLUWADAMILOLA EUNICE --LinkedIn Professional Customer Service Manager | Proactive Virtual Assistant | Excellent Communicator | Efficient Executive Assistant | Administration | Sales and Marketing | PROFESSIONAL STATEMENT With seven years of distinguished experience in customer support, I am committed to delivering unparalleled service that fosters client satisfaction and loyalty. My expertise encompasses both on-site and remote environments, where I diligently establish and refine procedures to exceed customer expectations consistently. I am adept at implementing innovative strategies that enhance on-time delivery and elevate the quality of client support. My proficiency in developing robust relationships contributes significantly to customer retention and business expansion. Additionally, I bring strong organizational and administrative skills, swift and accurate typing abilities, and exemplary interpersonal communication to the table. My unwavering dedication to providing exceptional support ensures that every client interaction is handled with the utmost professionalism, paving the way for sustained loyalty and growth. SKILLS & PROFICIENCIES Google SuitesMicrosoft OfficeOffice Administration Data EntryCustomer ServiceCrisis Management Team LeadershipCalendly/PicktimeCommunication Skills Slack/PumbleZapierCRM Tools Loom/Vocaroo/ZoomProject management toolsProblem Solving Itinerary ManagementHubspotPhone Etiquette Apollo.ioLemlistMonday.com WORK HISTORY Dec.2021- CurrentCustomer Support/ Help Desk Officer HUAWEI Technologies Co. Nig. Ltd Oriental Hotel, 4, Lekki Road, Victoria Island, Lagos. Receive and acknowledge customers escalations promptly Understand customers concerns and ensure appropriate actions are taken to address them Resolve customers complaints Collaborate with relevant technical teams, vendors and facilitating conference calls where necessary to ensure resolution of incidents within SLA Determination of probable cause of outage(s), route the problem to the appropriate individuals via the problem reporting system and monitor the progress until it is resolved Follow established incident management processes and ensure adherence to service level agreement Update and Closure of ticket within SLA and MTTR (mean time to resolve). Track, follow up and coordinate work activities regarding telecom incident and also update trouble ticket as necessary. Ensure accurate and up to date documentation through the use Microsoft Teams Escalate critical issues to the appropriate teams for immediate attention Collaborate with the team to restore services as quickly as possible Prepare and send daily and weekly reports to management and stakeholders Aug. 2018 – Nov. 2021 Customer Service Manager/Incidence Manager SLORS Communications Ltd, Mushin, Lagos Supervised day-to-day operation in the customer service department. Interacted with potential customers and current customers in order to improve and increase customer loyalty Received and acknowledged customer complaints and concerns via calls, mails or in person and finding solutions to their complaints. Maintained open lines of communication with customers, providing regular updates on fault resolution progress Ensured proper alarm handling and escalation procedures are followed to ensure the shortest possible resolution time Booked trouble ticket/fault log accordingly Tracked, followed up and coordinated work activities regarding incidents and also update trouble ticket as necessary. Followed up with customer to ensure issue resolutions and customer satisfaction Escalated to Field Maintenance Team for fault rectification Monitored network alarms and create trouble ticket if needed after check has been carried out. Closure of ticket within SLA and MTTR (mean time to resolve). Prepared shift handover that include all updated information of all activities that have taken place using Monday.com Oct 2016 – July 2018 Customer Support Officer/Technical Support Officer Smartgift Electronics Industries Limited, Lagos State First point of call for customers Received inbound and make outbound calls Acknowledged and resolved customer’s complaints and queries within the shortest time possible Provided technical support via telephone and mails Provided professional customer care experience and ensure customer satisfaction and loyalty Escalated customer complaints to other teams for resolution Followed up with calls on queries that were not resolved at first contact. Kept records of customer interactions, comments and complaints Jan. 2014- Sept. 2014Executive Assistant to the CEO Lasky Foods and Beverages, Lagos Managed professional and personal scheduling for the CEOs – speaking to clients, phone calls, and emails Maintained professionalism and confidentiality with company materials and information Made travel arrangements, transportation and accommodation booking for the senior executives and CEO Scheduled of meetings (both internal and external meeting) through the use of Calendly and Picktime. Coordinated flow of information to Senior executives and CEO Organized team communications and plan events, both internal and external Nov. 2012 – Oct. 2013Administrative Officer National Youth Service Corp The International School, Olabisi Onabanjo University, Ago-Iwoye, Nigeria Managed day to day operations of the office Scheduled and appointments of meetings for school board of directors through Google Calendar Arranged and organized students and staff files and documents Liaison officer between parents and school, investors and school Prepared documents and reports for meetings and presentations TRAININGS/CERTIFICATIONS 2024: On-Demand IT Skills Training 2024: ALX Virtual Assistant Program 2024: Working as a Virtual Assistant 2024: Diploma in Data Entry Tools and Techniques 2024: Customer Service: Problem Solving and Troubleshooting 2022: Cyber Security Training- Huawei Technologies EDUCATIONAL QUALIFICATIONS-: M.A (English) Obafemi Awolowo University, Ile-Ife, Osun State -: B.A (Hons) English and International Studies Osun State University, Osogbo, Osun State. -: West Africa Senior School Certificate Havilah High School, Ikotun, Lagos State. VOLUNTARY SERVICE: Trainer, HIV/AIDS Prevention and Care Project, Ijebu North LGA, Ijebu-Igbo, Ogun State. REFEREES Available based on request