Simbiat Omotolani Ogedengbe

Simbiat Omotolani Ogedengbe Customer Service Representative | CRM Expert _Contact Information_ - Gmail-- LinkedIn:click here _Professional Summary_ Results-driven sales and customer support expert with over 2+ years of experience driving customer acquisition, managing client relationships, and executing successful email campaigns. Proven track record of leveraging CRM software, like HubSpot and Zendesk, to enhance customer satisfaction, streamline workflows, and improve customer engagement. _Education_ - Bachelor's Degree in Business Administration, University of Lagos (2021) - Relevant coursework: - Marketing Management - Consumer Behavior - Business Statistics - Operations Management - Specialization: Marketing and Customer Service - Thesis: "The Impact of CRM on Customer Satisfaction in the Telecommunications Industry" _Core Competencies_ - Excellent written and verbal communication skills - Proficiency in CRM Tools like HubSpot, Zendesk, Freshdesk, and Intercom - Expertise in email marketing and lead generation tools like MailChimp, Lemlist, and Apollo - Effective customer acquisition and engagement strategies - Strong customer relationship management and retention - Proficient in Microsoft Office, Google Suite, Slack, and Zapier - Experience with project management tools like ClickUp, Trello, and Monday _Technical Skills_ - CRM Software: HubSpot, Zoho CRM, Zendesk, Freshdesk, and Intercom - Helpdesk Software: Freshdesk, Zendesk - Email Marketing Tools: Mailchimp - Lead Generation Software: LinkedIn, Apollo, Lemlist - Productivity Software: Microsoft Office, Google Suite, Slack, and Zapier - Project Management Tools: ClickUp, Trello, Monday, and Asana _Work Experience_ _Customer Service Representative, ARASHI TECH COMPANY (December 2023 - Present)_ -Utilized Zendesk CRM to manage customer interactions,track leads and resolve tickets efficiently -Managed the company's Instagram page, responding to inquiries and converting leads into sales - Successfully managed 500+ customer relationships, resolving 95% of customer complaints within 24 hours and achieving a 25% increase in customer satisfaction - Handled customers complaints, offering timely solutions and ensuring follow up to achieve resolution - Implemented customer feedback to improve service delivery and ensuring customer retention _Customer Support Agent, SHAJ COMMS (March 2023 - December 2023)_ - Provided personalized customer support to 200+ customers via phone, email, and chat, resolving 90% of customer inquiries on the first call - Analyzed customer feedback and implemented process improvements to enhance customer experience - Collaborated with the marketing team to create compelling content and and offers for email newsletter and promotions _Utilized lead generation tools to identify and engage potential customers, contributing to 25% in sign ups _Customer Service Representative, OLUWAJUWANLO CORPORATION (June 2021 - March 2023)_ - Managed 100+ customer relationships, resolving 85% of customer complaints within 24 hours - Developed and implemented basic CRM strategies, resulting in a 10% increase in customer satisfaction - Collaborated with cross-functional teams to drive business growth and improve customer engagement _Relevant Projects_ - Developed and implemented a CRM strategy for a small business, resulting in a 20% increase in sales growth - Created and managed a customer support team for a startup, achieving a 95% customer satisfaction rating _Skill Matrix_ | Skill | Level of Expertise | Relevant Experience | | --- | --- | --- | | CRM Software (HubSpot, Zoho CRM) | Advanced | 2+ years of experience implementing and managing CRM software | | Customer Relationship Management (CRM) | Advanced | 2+ years of experience developing and implementing CRM strategies | | Customer Service and Support | Advanced | 2+ years of experience providing customer service and support via phone, email, and chat | | Sales and Marketing | Intermediate | 1+ year of experience collaborating with sales and marketing teams | | Business Workflow Optimization | Intermediate | 1+ year of experience optimizing business workflows | _Certifications and Trainings_ /Certification /Issuing Organization / Date / /HubSpot CRM Certification HubSpot Academy | 2022 | Digital Witch IT Support(2024) Training Focus: Customer Support,Lead Generation, Email Marketing,CRM tools,Project Management Tools,Ticket Resolution, Customer Relationship Management, Troubleshooting and Escalation,IT Support,Email ,Phone and Live chat support Technical skills: HubSpot, Apollo, Lemlist,Pipedrive,Zendesk,GoHighlevel, Intercom, Zapier,ClickUp, Trello,Monday,Notion,Asana,Google drive, Microsoft Office, Slack References: Available upon request