Sanwo Olanrewaju Olumide

Olanrewaju Sanwo Surulere, Lagos |-| - | LinkedIn PROFESSIONAL SUMMARY • Energetic and customer-focused Customer Service Representative & Virtual Assistant with a strong background in client relations, administrative support, and problem-solving. • Adept at handling customer inquiries, managing bookings, resolving complaints, and ensuring customer satisfaction. Skilled in using CRM systems, data entry, email management, and task organization to enhance workflow efficiency. • Seeking to leverage expertise in customer support, administrative assistance, and virtual operations to provide high-quality service in a dynamic organization. CORE SKILLS • Customer Service & Support • Virtual Assistance • CRM & Email Management • Travel & Booking Coordination • Call Center Operations • Problem-Solving & Conflict Resolution • Data Entry & Record-Keeping • Microsoft Office & Google Workspace • Time Management & Organization • Strong Communication Skills WORK EXPERIENCE Customer Service Officer| Havens Travels and Tour | Remote April 2024 - Present • Assisted customers with booking flights, hotels, and travel arrangements, ensuring seamless customer experiences. • Provided guidance on travel documentation, visa applications, and itinerary planning to streamline client travel needs. • Resolved booking issues, cancellations, and modifications efficiently, reducing customer complaints by 20%. • Responded to customer inquiries through phone, email, and live chat, maintaining high response time standards. • Maintained updated customer records and reservations in CRM systems for future reference. Customer Service Representative | MULTICHOICE NIGERIA | Lagos Jan 2022 – Feb 2024 • Handled inbound and outbound customer calls, providing solutions to inquiries and complaints professionally. • Assisted customers with technical troubleshooting, subscription management, and account reactivation. • Escalated complex issues to supervisors while ensuring timely follow-ups to maintain customer satisfaction. • Managed and responded to emails, phone calls, and live chats, providing accurate and timely support. • Updated CRM databases with call logs, resolutions, and customer feedback for data tracking and analysis. Virtual Assistant (Freelance) | Remote March 2022 • Assisted businesses with data entry, research, and social media management, improving workflow efficiency. • Conducted customer follow-ups and correspondence, ensuring timely responses and professional client interactions. • Used Google Workspace, Microsoft Office, and CRM tools to manage virtual operations. Relevant Coursework • Business Communication • Customer Relationship Management • Hospitality and Tourism Management • Project Management Principles • Data Analysis and Reporting PROJECTS Project Lead Customer Experience Enhancement Initiative • Led a team to revamp customer support operations, reducing response time by 30%. • Developed new training materials for support teams, improving customer satisfaction ratings by 20%. • Introduced a customer feedback loop, leading to actionable insights and process improvements. Virtual Assistant Remote Workflow Optimization Project • Streamlined task assignment and tracking for a remote team using Asana and Trello. • Implemented an email management system, reducing backlog issues by 40%. • Conducted virtual training sessions on collaboration tools like Zoom and Slack. TECHNICAL PROFICIENCIES • Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) • Google Workspace (Docs, Sheets, Calendar, Drive) • CRM Software (Salesforce, HubSpot, Zoho) • Social Media Management Tools • Project Management Tools (Asana, Trello, ClickUp) EDUCATION BSc in Home Economics & Hospitality Administration | Tai Solarin University of Education CERTIFICATIONS & TRAINING • Customer Service Excellence – Moreton Bay Regional Council Careers in Tourism • Virtual Assistant Training – ALX • CRM & Data Management Training – HubSpot Academy 2017