OLUWATOSIN RICHARD
Lagos, Nigeria
(- |-
PROFESSIONAL SUMMARY
A seasoned Customer Support Specialist and Virtual Assistant with over 2+ years
experience. My expertise lies in cultivating strong customer relationships, ensuring
their retention, and leveraging proficiency in Microsoft tools and diverse CRM
platforms to address both customer needs and streamline administrative processes on a
larger scale. I am deeply dedicated to elevating customer satisfaction through
innovative delivery methods and implementing data-proven strategies to effectively
address organizational challenges.
SKILLS
•
•
•
•
•
•
•
Persuasiveness
Adaptability
Empathy
Clear and Concise Communication
Self-control and Patience
Problem-Solving
Positive Language
•
•
•
•
•
•
•
Organizational Skills
Research Skills
Knowledgeability
Appreciation
Data Entry
Multitasking
Technical Proficiency
WORK HISTORY
06/2022 to 11/2023
01/2022 to 05/2022
Customer Support/Research Analyst
Pastel Africa
• Provided customers with detailed service information to address their inquiries
and needs effectively.
• Conducted numerous customer feedback surveys to follow up with prospects,
fostering clients retention through improved services.
• Contributed insights to the product team in building a FinTech app for small
businesses and individuals, actively supporting the development process.
• Maintained a 2-minute response time to customers’ initial messages, ensuring
prompt and efficient communication.
• Reviewed and documented daily incoming and outgoing transactions using a
fraud detection product.
• Verified users’ identities by reviewing and processing over 5000 KYC entries.
Customer Support Representative (Internship)
Sabi Cash
• Successfully addressed and cleared a backlog of over 2000+ user messages,
responding to enquiries, escalating and resolving issues promptly.
• Conducted comprehensive research to identify optimal strategies for enhancing
the product, delivering valuable feedback to the product, engineering, and design
teams.
• Participated in field trips to diverse markets alongside team members, gaining
insights into the challenges faced by business owners and exploring ways to
support them through digital products.
• Actively contributed to brainstorming sessions focused on refining the product
based on direct interactions with end users, fostering collaborative efforts for
continuous improvement.
02/2018 to 11/2018
Career Break – January to July 2019
• Pursued a course in Aviation
Sales Representative
Magrellos Fast Food and Bakery
• Guided customers in selecting their preferred delicacies.
• Collaborated with teammates to identify and address reasons for product and cash
shortages, ensuring adequate stock levels.
• Supervised the events hall to guarantee customer safety during usage.
• Ensured seamless coordination among all departments to enhance customer
satisfaction.
VOLUNTEERING EXPERIENCE
Team Lead
Synergy
• Orchestrated the coordination of team members, ensuring the completion of
their assigned tasks.
• Guided team members through their respective assignments, consistently
updating and monitoring progress levels.
• Engaged in collaborative efforts with team members to familiarize and practice
the utilization of various CRM and Sales tools.
EDUCATION-
B.Sc: International Relations
National Open University of Nigeria
BAT: Basic Aviation Technology
International College of Aeronautics
TRAINING AND CERTIFICATIONS
Digital Witch IT Support – November/December 2023
• IT Support Training
Great Learning Academy
• Design Thinking – January 2023
• Customer Relationship Management – December 2023
• Effective Communication – December 2023
