Taiwo Olabode Paul

TAIWO OLABODE PAUL CUSTOMER SUPPORT SPECIALIST Lagos, Nigeria PROFESSIONAL SUMMARY Results-focused individual seeking a Customer Support Specialist position. I possess a solid foundation in service protocols, excelling at leveraging analytical capabilities and meticulous attention to detail to quickly diagnose issues. My commitment involves utilising strong communication and active listening skills to clearly guide customers to effective resolutions. I ensure a positive and seamless support journey in every interaction. My objective is to become a vital contributor to high-level customer retention and support efficiency. AREAS OF EXPERTISE Communication Multitasking Data Entry Cold Calling Customer Retention Product Knowledge Retention Active Listening Customer Support Tech Proficiency Adaptability Problem-Solving Time Management Goggle Workspace Microsoft Office 365 Slack Salesforce Miro Jira-Clonfluence PROFESSIONAL EXPERIENCE November 2024 - Present Blooms Microfinance Bank Loan Collection / Customer Service Constantly meeting my recovery target and customer retention. Accomplishments: Collect debts professionally to minimise brand damage and maintain customer goodwill. Effectively engaging debtors to commit to a repayment plan. Create customised repayment solutions that take into account the debtor's finances in accordance with government policies. Maintained 100% data integrity within the CRM to track collection efficiency. August 2021 - July 2022 B.A.O Basmedia Nig. Ltd. Customer Support Intern Constant customer satisfaction and customer retention. Accomplishments: Resolved customers' inquiries daily via phone, email, & livechat and consistently met departmental response time goals. Partnered with Business Analysts to conduct a root-cause analysis of data entry delays, contributing front-line insights that led to the implementation of a standard checklist and a 20% increase in processing efficiency. Achieved a 95% possitive feedback rate on post-interaction surveys through proactive followup & communication. January 2017 - January 2020 Royal Crown Bakery Sales / Customer Service Manager Increased the company's production and sales on a positive trajectory. Accomplishments: Maintained a 98% client retention rate by providing personalised service % timely resolution of delivery quality. Reduced client order discrepancies by improving communication between the client and the dispatch team. Successfully collected 95% of outstanding receivables within the agreed-upon payment terms, minimising bad debt exposure for the company. EDUCATION Crown Polytechnic, Ekiti Higher National Diploma, 2024 Public Administration Crown Polytechnic, Ekiti National Diploma, 2021 Public Administration CERTIFICATION Business Analysis (2025 in view) Heels and Tech Customer Relationship Management (2024) REMSANA Introduction to Market Research (2023) Queen Mary University of London Global Diplomacy - Diplomacy in the Modern World (2023) SOAS University of London OPSWAT Introduction to Critical Infrastructure Protection ICIP (2023) OPSWAT