Adeola Ayorinde

• Managed high-volume customer queries simultaneously through effective multitasking.
• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
• Delivered bespoke service across multiple customer touchpoints to maintain customer satisfaction.
• Conducted system health checks, proactively identifying and addressing potential issues.
• Documented and escalated complex issues to higher-level support, facilitating swift resolutions.
• Offered recommendations to customers based on specific situations, priorities and obstacles.

Started as a customer service advisor, however due to my adept critical thinking and data analysis I was moved to a data-driven specialist team for business process re-engineering

• Streamlined the customer issue resolution process, which resulted in a 30% decrease in inquiry turn-around times and an average rating increase of 35%, improved customer experiences, and increased retention rates
• Analyzed customer data to identify self rationing and disconnection, interfaced proactively with customers to identify and troubleshoot potential issues and pain points
• Offered support leading to customer satisfaction and increased CSAT score
• Delivered successful training sessions and educational resources, resulting in successful customer understanding of products and services increasing customer self-service by 40% and 25% reduction in customers calling in for inquiries
• Contributed to knowledge base by maintaining accurate records of resolution of complex solution level faults throughout ticket lifecycle.

Delivered outstanding services to customers by fulfilling their requirements and ensuring their satisfaction while serving as a voice of the customer, communicating customer insights and feedback to Product Development teams, Marketing and Management

• Strengthened customer engagement by serving as a key point of contact for major clients while cultivating and maintaining robust partnerships and ensuring service satisfaction through effective communication and relationship-building
• Enhanced overall organizational effectiveness by allocating appropriate resources and offering technical guidance in product adoption, sales, and strategic customer success in collaboration with sales
• Oversaw the company's development by leading growth-oriented initiatives while utilizing market insights and working closely with cross-functional teams to implement strategies that drove the organization forward
• Managed a team of 8 people, understood Key Performance Indicators (KPIs), defined clear targets and objectives while conducting training sessions and providing mentorship to team members. This fostered productivity, accuracy, and a strong commitment to customer success through the infusion of onboarding and communication skills

Achievements

Played an integral role in while implementing robust strategies to ensure the customers' success utilizing Salesforce CRM and Process Maker (Business Process Automation BPA) to optimize lead tracking, streamline sales operations, and elevate the customer experience specifically for small and medium-sized enterprises (SMEs)

• Collaborated closely with stakeholders and SMEs to gather requirements and thoroughly analyze pain points, developing a tailored solution that effectively addressed their needs
• This solution enabled us to closely monitor issues and provide timely resolutions, ensuring high levels of customer satisfaction and leveraging our expertise
• Facilitated daily stand-up meetings with team members to review key performance indicators, assess performance against targets, strategies workflow enhancements, optimize the utilization of
• Salesforce CRM and Process Maker, and foster improved collaboration among team members
• Regular feedback allowed us to promptly address issues and continuously refine our processes to adapt to the evolving needs of our customers
• Demonstrated proficiency in project management, requirements gathering and analysis, customer relationship management, stakeholder management, team collaboration, and communication
• As a subject matter expert, I provided guidance, coaching, and mentorship to team members, sharing best practices and empowering them to develop their expertise while driving ongoing improvements through training initiatives
• Conducted meetings and presentations with clients and stakeholders to gather critical information and generate valuable reports
• Collaborated with other departments, such as products and promotions, operations, and risk assets units, to facilitate communication, develop innovative products, and deliver personalised solutions to customers.

• Coordinated the execution of the marketing/business development plans and developed sales strategies for the business; support the business development effort with marketing input through customer visits
• Consistently grew the Bank's SME and Retail segment by onboarding new customers and enlightening them on the best facilities for their businesses
• Reviews financials and conducts credit checks to prepare Credit Approvals (CA) for facilities such as APGs, Bonds, LCs, Guarantees, Approved Credit Products Programs and other packages for clients
• Disbursed the very first CBN CACs (Commercial Agriculture Credit Scheme) Loan valued at ?300mm
• Managed new and existing business relationships and their businesses, develops financial plans for each relationship, and collaborated with them to meet short and long-term financial goals
• Considered customers' ethnographic background, behavior, thinking, motivations, habits, and needs, their everyday life and all their interactions to effectively sells the appropriate bank product and services
• Conducted meetings and presentations with clients, gathered critical information from meetings with various stakeholders and produced useful reports to enhance customer relationship, increase retention and reduce churn
• Designed and developed sales performance metrics to manage the retail sales force
• Achieved a 45% improvement of customer satisfaction by implementing a voice-of-the-customer strategy
• Effectively communicates business insights and plans to cross-functional team members, prioritised marketing initiatives based on client business needs and requirements.