Hi, I’m OLUWASEUN ESTHER OGUNBIYI a SENIOR CUSTOMER SERVICE CONSULTANT
Profile
A results-driven customer service manager with 6+ years of experience in leading teams, resolving customer issues, and driving satisfaction goals and a proven track record of effectively managing remote teams, analyzing customer needs, and implementing process improvements. Skilled in CRM applications, Microsoft Office, and G-Suite, with excellent communication and problem-solving skills.
Education
Certificate In AML/CFT Course
Renmoney Micro Finance Bank, Lagos, Nigeria. - 2019.
Certificate in Customer Care & Sales
Sales Academy, Filigri Consulting Ltd, Lagos, Nigeria.
Certificate in Agent plus
Quality Assurance Institute, Lagos, Nigeria. - 2013.
Certificate in Exceptional Service
Service Quality Institute, Lagos, Nigeria
Bachelor of Arts, Mass Communication.
Olabisi Onabanjo University, Ogun, Nigeria. - 2003 – 2008.
Achievements
Consistently exceeded customer satisfaction performance metrics.
Implemented effective solutions to enhance customer experience and resolve complex issues.
Built and maintained strong relationships with clients, resulting in increased loyalty, referrals and retention.
Developed and reviewed operational policies and procedures to improve efficiency.
Trained and mentored team members to achieve sales quotas and performance goals.
Analyzed customer data and provided actionable insights to improve service delivery.
Experience
Senior Customer Service Consultant
Academic Temple Educational Consult. Lagos, Nigeria. March 2023 – Current.
- Provides exceptional customer support through phone, email, and chat channels, resolving issues and inquiries in a timely and professional manner remotely.
- Manages remote customer support teams across multiple time zones.
- Onboarding of new clients to the company.
- Monitoring and rescheduling of classes conducted, ensures that standards procedures are adhered to.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
Senior Relationship Manager
G. I Investment Limited. Lagos, Nigeria. February 2021 – January 2023.
- Managed and supervised multiple subsidiaries, handled and structured weekly workload of staff and payments of investment products.
- Built and maintained existing customer relationships, acting as a trusted advisor regarding a variety of investment options.
- Motivated team members by implementing a variety of incentives for exceeding targets.
Contact Centre Analyst
Renmoney Microfinance Bank. Lagos, Nigeria. January 2018 – January 2019.
- Provided great customer service, customer experience, and customer retention to new and existing clients.
- Made outbound calls to eligible customers about our loan options.
- Processing of customers via the MAMBU CRM platform.
- Evaluated loan applications, bank statements, and documentation of eligible clients.
Call Centre Representative
Consol Limited, Ntel Nigeria. Lagos, Nigeria. December 2017 – December 2018.
- Maintained and improved quality results by adhering to the standards and guidelines of the call center.
- Made outbound calls to eligible customers about our loan options.
- Maintained electronic record details, service requests, and actions taken using the SIEBEL CRM application.
Soft Skills
Communication (written and oral)
95%
Problem-Solving
92%
Time Management
97%
Customer Service and Relations
96%
Conflict Resolution
89%
Adaptability
91%
Critical Thinking
93%
Emotional Intelligence
95%
Hard Skills
Microsoft Office Suite
95%
G-Suite
85%
Communication Management
90%
Customer Relationship Management
82%
Data analysis & Reporting
82%
Operational Management
82%