Oriowo Olasupo Destiny

ORIOWO OLASUPO DESTINY Shangisha Magodo, Lagos State-/-- SUMMARY I am a dedicated Customer Service Officer at UBA’s contact centre, experienced in handling customer requests, complaints, and inquiries via social media. I excel in delivering exceptional support, ensuring high customer satisfaction and loyalty. Proficient in CRM software, I manage accounts, track interactions, and provide detailed product information. My skills include conflict resolution, problem-solving, and maintaining professionalism in high-pressure situations. I thrive in fast-paced environments, committed to continuous improvement and customer-centric service. Recognized for excellent communication skills and the ability to build strong relationships with customers and team members. EDUCATIONAL BACKGROUND Bestower International University. Bachelor in Economics. Second class (Upper Division). November 2020 - September 2023 Osun State College of Technology Esa-Oke. HND Banking and Finance. Upper Credit. November 2017 - September 2020 Osun State College of Technology Esa-Oke. ND Banking and Finance Lower Credit December 2014 - October 2016 PROFESSIONAL WORK EXPERIENCE Customer Experience Expert (Team Lead). United Bank for Africa (UBA). Unit: Social Media Officer       September 2022 - Till date Customer Interaction: Assist with answering customer inquiries via phone, email, and chat, providing accurate information and resolving issues promptly. Leadership and Supervision: Oversee a team of contact centre agents, providing guidance, coaching, and support to ensure they meet performance goals and deliver excellent customer service. Performance Management: Monitor and evaluate individual and team performance, using data and metrics to identify areas for improvement and implement strategies to enhance productivity and customer satisfaction. Training and Development: Conduct training sessions for new hires and ongoing development for existing team members to ensure they have the necessary skills and knowledge to perform their roles effectively. Problem-Solving and Conflict Resolution: Address escalated customer issues and provide solutions, while also managing any internal team conflicts to maintain a positive and productive work environment. Motivation and Morale: Inspire and motivate the team to achieve their best, recognizing and rewarding high performance, and fostering a collaborative and supportive team culture. Sales and stock keeper Maldini Marbles and Granite Imports LTD      Customer Engagement and Sales: Interact with customers to understand their needs, provide product information, assist in purchasing decisions, and achieve sales targets. Build and maintain strong customer relationships to encourage repeat business and loyalty. Product and Market Knowledge: Maintain a thorough understanding of products and services, monitor market trends, and participate in promotional activities to increase product awareness and drive sales. Inventory Management: Maintain accurate records of inventory levels, stock movements, and transactions. Monitor stock levels, reorder supplies as needed, and conduct regular stock counts to ensure optimal inventory management. Order Fulfillment and Logistics: Receive, inspect, and store incoming goods. Pick, pack, and prepare orders for delivery or shipment, ensuring efficient and accurate order fulfilment. Compliance and Reporting: Ensure compliance with health and safety regulations, maintain organized storage areas, and keep accurate records of sales activities and inventory. Report on performance metrics and identify areas for improvement. Customer Service Representative (INTERNSHIP) Skye Bank/ Polaris Bank     March 2021- August 2022 November 2016 – October 2017 Documentation: Maintain detailed records of customer interactions, issues, and resolutions in the CRM system. Product Knowledge: Learn about the company’s products and services to provide informed assistance to customers. Feedback and Improvement: Gather customer feedback and report common issues to help improve products and services. Administrative Support: Assist with various administrative tasks such as data entry, preparing reports, and scheduling. CERTIFICATION The Customer Experience Course (BASIC). Annual Compliance Course. Operational Risk Awareness Training Certificate SKILLS Excellent Communication skills Active Listening Attention to Details Problem-Solving Time Management Conflict Resolution Empathy Adaptability INTERESTS Tourism & Travel Social Activities and Voluntary