Sarah Ipinlaye

Ipinlaye Sarah 10, Dorothy Agunpopo close, Oribanwa Phase 2, Lakowe, Lagos State, Nigeria. -,-- Skills Communication, Attention to detail, Customer Relationship Management, Customer support, Customer retention, Troubleshooting, Problem-solving, Multitasking. Experience June 2024 - PRESENT Ngcom Network Solutions, Ajah - Team Lead - Customer Service Retention ●​ Monitored calls and responses to emails. ●​ Kept notes of complaints from churned clients and existing clients. ●​ Followed up with other departments to resolve client issues to ensure their return to the network. ●​ Documented churn client and return data, leading to improved retention strategies. ●​ Kept track of delayed tickets ensuring timely resolution. August 2022 - May 2024 Ngcom Network Solutions, Ajah - Customer Service Team Lead ●​ Monitoring average call length and overall team volume. ●​ Listening to individual calls to ensure quality. ●​ Leading performance reviews for team members. ●​ Creating team reports for the supervisor. ●​ Resolving escalated customer issues. ●​ Motivating customer service team to meet goals. November 2021 - July 2022 Ngcom Network Solutions, Ajah - Customer Service Executive ●​ Responding promptly to customer inquiries. ●​ Communicating with customers through various channels. ●​ Acknowledging and resolving customer complaints. ●​ Escalating customer complaints to the appropriate departments. ●​ Providing feedback on the resolution of the customers’ connection. ●​ Troubleshoot client connections and provide first-level resolution. January 2019 - September 2019 P.G.S Multiservices Concept Limited, Maryland - Personal Assistant (Industrial Training) 2 ●​ Sending and replying to emails. ●​ Receiving and making calls. ●​ Attending to clients and partners. ●​ Placing advertisements for products online. ●​ Keeping records of invoices. September 2017 - November 2017 Clarion Medical Limited, Lagos - Merchandiser (SIWES) ●​ Merchandising of products. ●​ Requesting for supply of product. ●​ Accepting supply. ●​ Product counting. ●​ Promo Supervision. June 2015 - January 2017 Tourvest DutyFree (Heinemann), Airport Lagos - Sales Associate/Cashier ●​ Operated the point of sale. ●​ Merchandise products on the right shelves and ensured correct price label. ●​ Handled different currencies. ●​ Cashier ●​ Attended to customers and assisted customers with purchases. ●​ Product counting ●​ End-of-day account. November 2021 - July 2022 Teculiar Marketing Agency, Lagos - Marketer ●​ Marketing of products. ●​ Display of products. ●​ Giving of promotional items. ●​ Educating customers on the product benefits. Education September 2019 - June 2021 Gateway (ICT) Polytechnic, Saapade, Ogun State - HND in Business Administration and Management December 2016 - December 2018 Gateway (ICT) Polytechnic, Saapade, Ogun State - ND in Business Administration and Management 3 Reference Ekunola Reuben Olaniyi My Treasure Ventures Iyana ipaja, Lagos State-