ABIOLA AKINOLA

Warm home discount scheme

• Responded to customer needs through competent customer service and prompt problem-solving.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Resolved concerns with products or services to help with retention and drive sales.
• Described product highlights and benefits to help guide purchasing decisions.
• Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.

National telephony helpline

• Attending and coordinating buzz meetings with my team member, debriefing them about new process, compiling feeding back on successes and outlining recommendations
• Able to act on customers requests and anticipate their needs
• Maintaining exceptional customer satisfaction by Motivating and encouraging customers across the customer journey
• Maintain positive interactions, delivering empathy and professionalism
• Cross trained new intakes to navigate the system, shadowing and listening to calls to ensure they are consistently deliver excellent calls

Advising Clients about best course of action to take to solve their enquiries and signposting them to charities and various forms of support available for them
Test and Trace- Outbound calls

• Recorded and delivered accurate information to cases for health and safety purposes, Handling Complaints in a professional manner.
• Concise, accurate and professional written and verbal communication skills
• Persuasive skills to convince people to follow the suggested course of action
• Showed empathy when dealing with highly sensitive subject matters with understanding
• Good at building a rapport
• Involvement in enhancing processes and helping the team achieve operational efficiency
• Able and prepared to adapt to different circumstances.
• Monitored metrics and developed actionable insights to improve efficiency

• Maintain project authority at all stages including project build, delivery, status, budget tracking and delegation of tasks including end to end development and deployment
• Ensuring meetings are effectively organised with the Chairperson to plan meetings.
• Working with the Management on key accounts and assisting with in-house programmes
• Oversee the project team, ensuring successfully implementation of each element of the project in line with specified milestones and budget.
• Greeting new members professionally and provided friendly, knowledgeable assistance.
• Drafted professional memos, letters, and marketing copy to support business objectives and growth.
• Updated spreadsheets and databases to track, analyse, and report on performance.
• Responded to inquiries from callers seeking information.

• Ensuring datas including confirmations and results are present and correct and shared with clients on time.
• Proactively dealt with enquiries and requests in person, via the telephone or email, in a timely and professional manner
• Maintaining long lasting relationships with all customers and clients.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
• Compiled information from files and research to satisfy information requests.
• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
• Maintained confidentiality of information regarding clients and company.
• Routed incoming mail and messages to relevant personnel without delay.
• Helped office staff prepare reports and presentations for internal or client-related use.
• Operated multi-line telephone system to answer and direct high volume of calls.

• Portray excellent communication skills to allow me to successfully connect and interact with members, employees and management
• Assisting customers in order to help them find what they need and Providing customers with information on pricing and product availability
• Handling customer complaints or handing customers on to management.
• Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
• Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
• Assisted customers with prompt and polite support in-person and via telephone.
• Helped customers locate products and checked store system for merchandise at other sites.
• Trained new employees on customer service, money handling and organising strategies.

• Provided support to the team through a range of services balancing priorities to meet demands.
• Ensure compliance with all client policies and procedures, considering the direct impact of each element of the project and suggesting amendments where applicable
• Oversee the project team, ensuring successfully implementation of each element of the project in line with specified milestones and budget.
• Demonstrated creativity and resourcefulness through the development of innovative solutions.
• Demonstrated leadership skills in managing projects from concept to completion.
• Developed strong organizational and communication skills through volunteer activities.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.