Temitope Oshibanjo

Mobile: (- Temitope Oshibanjo Email:-Address: Lagos, Nigeria www.linkedin.com/in/temitope-oshibanjo Professional Summary I am an independent, exceptional and professional customer service representative with over seven (7) years of experience in various aspects of customer service such as email management, data management, live chat support, ticketing system among many others. My strengths include excellent communication, problem-solving, and a strong commitment to customer satisfaction. I implemented a new ticketing system that reduces response times by 25% and increased customer satisfaction by 20%. My experience showcases my ability to streamline processes and improve efficiency. Ultimately, I am dedicated to delivering excellent services that enhance customer loyalty and support the company’s goal. Core Competence In my years of experience in customer service, I have honed key strengths in technical and interpersonal skills, including: Interpersonal Skills: Technical Proficiencies in: ● Excellent written and verbal ● CRM Software (HubSpot, communication skills Freshdesk and Zendesk) ● Active Listening ● Ticketing System ● Empathy ● Data Entry ● Patience ● Email Management ● Flexibility ● Knowledge Base Management ● Proactiveness ● Live Chat Software ( Intercom) ● Accurate and Fast Typing ● Google Suite (Worksheet, Docs, ● Emotional Intelligence Slides, Forms, Calendar) ● Attention to Details ● Social Media Platforms ● Adaptability ● Scheduling ● Problem- Solving ● Conflict Resolution ● Team Collaboration and Diversity Work Experience Role: Customer Support/ Recovery Agent Summit Recovery Services May 2024-July 2024 Achievements: ● Achieved an average communication satisfaction score of 4.5 out of 5, based on post interaction survey ● Attained an 85% first contact resolution rate, indicating effective and clear communication Retained 75% of customers in recovery through clear and emphatic communication strategies. ● Reduced the need to issue escalation by 20% through effective initial communication. ● Maintained a 99% of accuracy rate in information provided to customers, minimizing miscommunications. ● Reduced response time by 30%, ensuring customers receive prompt attention. ● Ensured follow-up communications were sent within 24 hours and agreed time with customers, maintaining a 95% follow-up completion rate. ● Successfully negotiated and implemented 50 payment plans resulting in a consistent repayment. ● Managed 150 customer accounts concurrently, ensuring timely follow-up and resolution. ● Recovered 70% of overdue accounts within the three- month period. Role: Customer Service/ Sales Manager Deebun Enterprise February 2022- May 2024 Achievements: ● Increased overall sales by 30% in two years by understanding customer differences through direct feedback and adapting our offerings accordingly. I was able to create personalized experiences that drove repeated purchases and higher transaction values. ● Maintained an 85% customer retention rate by fostering strong relationships through consistent, high-quality customer service, introduced loyalty programs, personalized follow ups which encouraged repeat visits and cultivated a long-term relationship. ● Achieved an average customer satisfaction score of 4.8 out of 5 by conducting a regular training session with team members on communication and service skills, ensuring every customer feel valued and understood. This focus on service quality directly contributed to increased sales. ● Used HubSpot to analyze customer interactions, ticket resolutions and customer feedback, leading to targeted improvements that boost customer satisfaction score by 15%/. ● Organized a customer appreciation program that increased customer engagements by 40%. Fostered a collaborative team environment that led to a 25% increase in team productivity. Achieved a 12% reduction in operational cost by negotiating better supply deals and implementing energy-saving initiatives. ● Acquired 200 new customers through innovative community events and local marketing campaigns. ● Resolved 95% of customer complaints on the first contact by implementing conflict resolution training, which emphasized on empathy and active listening. ● Applied emotional intelligence to better understand and connect with customers, leading to a 20% increase in positive feedback. Role: Business Development Officer/ Customer Service Representative Retech Geotechnical Consultants Ltd. Sept.2015 - February 2023 Achievements: ● Maintained and organized internal and external records, ensuring quick access to needed information and improving response time by 40%. ● Identified and acted on opportunities leading to 15% increase in project proposals. ● Managed vendor relations and registration process successfully by 60% resulting in increased business opportunities. ● Supported compliance efforts by ensuring accurate financial documentation, thereby enhancing company’s credibility and increase in sales by 10%. ● Handled clients invoicing processes, ensuring accuracy by 96% and reducing errors by 2o%. Registered the company as a proposed vendor, contributing to a 10% increase in client’s engagements. ● Sent out proposals to aspiring clients, leading to a 15% increase in new business enquiries. Collated and submitted project documentation, achieving a 100% on-time submission rate, which enhanced project success. ● Coordinated training programs, resulting in a 20% improvement in service skills and customer satisfaction. Role: Guest Relation Officer/ Customer Service Officer Union Diagnostics and Clinical Services Plc April 2014 –Sept.2015 Achievements: ● Achieved a 60% reduction in client’s complaints. ● Recorded 95% success rate in booking and directing clients to appropriate departments. ● Had 200 complaints resolved satisfactorily per quarter due to my proactive problem skills ● Increase the percentage of clients who are satisfied or very satisfied to 85%. ● Actively increased the number of client requests logged and receipts issued to 1000 per month. ● Increased the average response time to clients’ inquiries by 2 hours. ● Ensured that 98% of test results are issued within 24 hours and stipulated time. Successfully managed 300 inbound and outbound calls per week. ● Successfully facilitated 250 client-department interactions per week. ● Increased the percentage of clients followed up with after initial contact by 90%. Increased client retention rate by 80% for additional services. Role: Office Assistant in the Theatre Management Office University Of Benin, Edo State (Work Study) May 2012- July 2012 Achievements: ● Reduced paper usage by 40% by implementing digital filing system and promoting electronic communication ● Improved response time for internal and external communication by 30%. ● Conducted regular health and safety audits, reducing workplace incidents by 25% EDUCATION B.A (Hons) Theatre Arts (2nd Class Upper Division) University of Benin, Edo State 2012 Senior Secondary School Certificate Our Lady of Apostles Secondary School, Ijebu Ode 2007 TRAINING AND CERTIFICATIONS Virtual Assistant Training (Focus on Customer Service) DG Empowerment Hub 2024 Virtual Assistant Training ALX Africa 2024