Sobola Oluwafisayo Bolade

Sobola Oluwafisayo Bolade PROFESSIONAL SUMMARY Driven Customer Care Specialist with over five experience as primary point of escalation for highlevel client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions. PERSONAL DETAILS Date of birth: July 26, 1989 Gender: Male Marital status: Married Nationality: Nigerian CORE COMPETENCIES • Customer relationship management • Microsoft office proficient • Strong problem-solving abilities • High sense of confidentiality and reliability • Ability to work under little or no supervision • Strong commitment to learning and self-development • Honest and accountable • Good Analytical skills • Ability to pay attention to details PROFESSIONAL EXPERIENCE INTERNET SOLUTIONS NIGERIA – 11–12 Ibiyinka Olorunbe Close, Amodu Ojikutu, VI, Lagos. Aug 2019 – Till Date. Customer Care Specialist/ Technical Support • Serving as the first point of contact for customers seeking technical assistance over the phone, email, and live chat. • Address customer complaints and mitigate dissatisfaction by employing timely and effective solutions. • Initiate and Implement 1st level troubleshooting through diagnostic techniques and pertinent questions. • Escalate help desk tickets to Level 2 / Tier 2 support when outside the scope of L1/T1 technician support. • Assist customers every day by approaching conversations with positive attitude and focus on customer satisfaction. • Provide basic technical support for clients on wide range of company products. MTN (ISON BPO) - 54, Glasshouse, Tinubu Street, Ibara Abeokuta, Ogun-State. Aug 2016 – May 2019 Customer Care Executive/Technical Support • Resolving product or Service problems by clarifying the Customer’s complaint; determining the cause of the problems; selecting and explaining the best solution to solve the problem. • Conferred with customers about concerns with products or services to resolve problems and drive sales. • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service. • Drove sales by educating customers about products and services. • Coordinated timely responses to online customer communication and researched complex issues. • Managing customers with escalated issues by showing empathy while developing tailormade approaches to help resolve those issues. B.O.C GUEST HOUSE- Oke – Ata Housing Estate, Abeokuta Ogun State. Supervisor May 2016 – July 2016 • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates. • Supervised team of five front desk agents and helped to resolve issues arising during shifts. • Booked large groups for weddings, seminars, conferences and other events, providing best available room rates. • Greeted and assisted guests by gathering information pertaining to reservations or requests. ADEBANJO.T. GLOBAL- Itori, Ewekoro LG, Ogun – state. Supervisor of Factory Operation Jan 2016 – Apr 2016 • Successfully managed production activities. • Implemented performance, quality and efficiency measures to achieve aggressive production goals. • Identified and planned for resources needed to accomplish production objectives. • Managed and implemented marketing activities through research and strategic planning, • Investigated and implemented ideas for quality improvement, increased productivity and cost reduction. BETHEL HIGH SCHOOL- Abule Iroko, Dalemo, Ogun – state Biology and Basic Technology Teacher, Housemaster. Oct 2015 - Jan 2016 • Evaluated and revised lesson plans and course content to facilitate and moderate classroom discussions and student-centered learning. • Reviewed curriculum and devised alternate approaches to presenting lessons to increase student understanding. • Supported student teachers by mentoring on classroom management, lesson planning and activity organization. • Implemented and encouraged debate-style classroom environment to increase student engagement and promote critical thinking. • Graded and evaluated student assignments, papers and course work. • Hostel Students monitoring. BRT TICKETING SERVICES- Liscot Nigeria Limited, Lagos state. Supervisor Jul 2009 – Dec 2009 • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand. • Monitored and maintained high level of on-time delivery reliability service and performance • Supervised ticket Sellers. HARRY’S FAST-FOOD Sales Representative Nov 2008 – Jun 2009 • Reduced customer wait times by quickly and efficiently operating customer window and sales register. • Consistently provided friendly service to promote better customer engagement. • Wiped counters and sanitized equipment to maintain clean food prep and dining areas. • Served customers in a friendly, efficient manner following outlined steps of service. • Participated in continuous improvement by generating suggestions, engaging in problem- solving activities to support teamwork. • Offered friendly and efficient service to all customers, handled challenging situations with ease. • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately. EDUCATION UNIVERSITY OF IBADAN, OYO – STATE Jan 2010 – Apr 2014 Bachelor of Science [BOTANY] (2nd class Lower Division) METHODIST HIGH SCHOOL, ARIGBAJO, OGUN STATE. Sep 2003 – May 2006 Senior School Certificate BEST HOPE SECONDARY SCHOOL, LAGOS STATE. Jan 2000 – Jul 2003 Junior School certificate ELIAS INTERNATIONAL SCHOOL, LAGOS STATE. Sep 1994 – Sep 1999 Primary School Leaving Certificate CERTIFICATION: • Certificate of Excellence for Quality Service Delivery (MTN NIGERIA) • [How may I help you Customer Relations Training] [MTN NIGERIA]. • [Creating Positive Conversations with Challenging Customers], [LinkedIn Learning]. • [Customer Service: Managing Customer Expectations], [LinkedIn Learning]. • [Building Rapport with Customers], [LinkedIn Learning]. • [Customer Service: Problem Solving and Troubleshooting], [LinkedIn Learning]. • [Listening to Customers], [LinkedIn Learning]. • [Speaking Confidently and Effectively], [LinkedIn Learning]. Accomplishment: • Received Award (Certificate of Excellence for Quality Service Delivery) outstanding client engagement with customers for consecutive quarters. • Suggested demo upgrades for customer equipment that clients were unaware of which boosted brand loyalty. • Developed exemplary research skills which helped alleviate customer issues quickly and effectively, saving relationships. • Mentored new customer service representatives in telephone etiquette and problem-solving skills, improving their overall confidence and enabling them to begin taking calls within days of hire. • Resolved product issue through consumer testing. REFEREES: Available on request