A D E B I S I ZA I N A B
ADEOLA
Lagos, Nigeria |-|-
PROFESSIONAL SUMMARY
A proactive and results-driven graduate with a proven track record in Customer Support and Operations.
Proficient in customer services, customer relationship management, and vendor management. Demonstrated
success in navigating dynamic business environments. Actively seeking career opportunities in a challenging role
that not only utilizes my skills but also paves the way for continuous career growth and development.
EDUCATION
BSC: INSURANCE
University of Lagos, Lagos state, Nigeria - 2021
SKILLS
Leadership & Team building
MS Office proficiency (Word, Excel)
Outstanding customer relationship and
management skills
Product and service sales
Exceptional communication (written & verbal)
Time management and multitasking
EXPERIENCE
CUSTOMER SERVICE ASSOCIATE
Jumia Nigeria | Lagos, Nigeria
2021- current
OUTBOUND SALES – April 2023- Present
Answering questions about the company's products and services.
Initiating outbound calls to potential customers using provided leads or databases.
Delivering information about the company's offerings.
Processing orders and transactions for customers.
Providing accurate and detailed information about products and services.
Addressing customer inquiries and objections.
INBOUND SALES – Sept 2022- March 2023
Efficiently managed a high volume of inbound calls, ensuring prompt and effective customer service.
Acquired a comprehensive understanding of goods and services to provide accurate and detailed
information to prospective customers.
Built and maintained positive relationships with customers, fostering a conducive environment for repeat
business.
Collected and analyzed customer feedback to continually enhance the quality of service and
address customer needs.
LIVE CHAT – Jan 2022- Aug 2022
Listened to customers' concerns and handled complaints on both Voice and Non-voice channels.
Provided detailed explanations of services and products to address customer inquiries.
Stayed informed about product updates, new features, and industry trends, ensuring the delivery of
accurate and up-to-date information to customers.
Assisted customers in navigating the platform, troubleshooting technical issues, and guiding them
through various processes.
Monitored customer satisfaction levels and key performance indicators (CSAT, Average resolution time,
Occupancy, Average first response time, first contact resolution, Tickets handled per hour vs. tickets
solved per hour).
Processed and resolved inquiries in the CRM system.
Forwarded and escalated inquiries to relevant individuals and departments for resolution.
WEBFORM – Sept 2021 – Dec 2021
Contacted customers to provide accurate feedback on the progress of their inquiries.
Accurately entered data submitted through web forms into relevant databases.
Offered assistance to users experiencing issues while filling out web forms.
Provided outstanding customer service throughout interactions.
Updated customer data and information as required.
Ensured that all documentation related to online form processes, policies, and troubleshooting
techniques was correct and current.
Maintained confidentiality of information and performed other duties as needed.
CUSTOMER ENGAGEMENT OFFICER
National Bureau of Statistics | Lagos, Nigeria
Oct 2020- Dec 2020
Executed a comprehensive business census, engaging in interviews with various business owners.
Conducted thorough data entry and collation of insights gathered during interviews.
Meticulously uploaded the collated information to the designated website, ensuring accuracy and
accessibility for relevant stakeholders.
REFERENCE
AVAILABLE UPON REQUEST
