Summary
Overview
Work History
Education
Skills
Timeline
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BISI OLATUNJI-LEGEND

Coventry,COV

Summary

Dedicated customer service professional with over 5 years of experience in enhancing customer relations, marketing communications, sales, and after-sales support. Proven track record in leading teams, resolving customer queries, and implementing strategic improvements. Known for excellent communication, empathy, and problem-solving skills. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.

Overview

7
7
years of professional experience

Work History

Customer Support Agent

Afrilearn
11.2022 - 12.2023
  • Efficiently handled over 150 daily inquiries via email, chat, and phone, ensuring timely and accurate responses to users' questions and concerns about Afrilearn platform
  • Troubleshot and resolved over 90% of user-reported technical issues within 24 hours, improving user satisfaction and retention rates
  • Conducted virtual training sessions for new users, enhancing their familiarity with Afrilearn's features and resources, resulting in 30% increase in user engagement
  • Collaborated with development team to identify and resolve common user pain points, contributing to 25% reduction in support tickets over six months
  • Gathered and analyzed user feedback to provide actionable insights to product team, leading to implementation of three major platform improvements that boosted overall user satisfaction by 20%
  • Created and maintained comprehensive knowledge base with FAQs, troubleshooting guides, and instructional content, reducing repetitive inquiries by 40%
  • Utilized CRM software for tracking customer interactions, allowing for improved follow-up on unresolved cases or escalating as needed for resolution.

Customer Service Team Lead (Aftersales)

Meltech Ltd
10.2021 - 09.2022
  • Led team of 20 technical employees, improving productivity by 15% through strategic process enhancements.
  • Delivered first-class inbound and outbound customer service, achieving 95% customer satisfaction rate.
  • Thoroughly investigated and resolved 90% of customer complaints, ensuring positive outcomes.
  • Monitored and improved staff performance, resulting in 20% increase in team efficiency.
  • Promoted company values and vision, achieving 100% team adherence and investment.
  • Developed strategic processes, boosting profitability by 10%.
  • Resolved employee relations issues and navigated disciplinary proceedings.

Telemarketing Coordinator

Heavy Machinery Dealership (HMD Africa)
11.2018 - 09.2021
  • Handled daily customer inquiries via phone, email, and face-to-face, maintaining 98% accuracy rate in CRM data entry.
  • Supported sales strategy, contributing to 25% increase in sales efficiency.
  • Successfully hosted company's first Mining Event, expanding customer database by 30%.
  • Managed entire sales process, from inquiry to delivery, ensuring timely and accurate delivery of heavy-duty equipment.
  • Coordinated marketing and promotional activities, enhancing brand visibility and achieving 15% sales increase.
  • Developed marketing strategies, leading to 10% growth in new business.

After-sales Admin/Warranty Coordinator

Heavy Machinery Dealership (HMD Africa)
01.2017 - 09.2017
  • Coordinated after-sales technician activities, improving service response times by 20%.
  • Managed the after-sales service hotline, resolving 85% of customer issues on the first call.
  • Prepared and managed all commercial and technical documents, ensuring 100% compliance with warranty processes.
  • Maintained updated electronic records of all machines, enhancing data accuracy by 15%.

Education

B.Sc - Mass Communication

University of Lagos
Lagos, Nigeria
2015

OND - Computer Science

Yaba College of Technology
Lagos, Nigeria
2008

Skills

  • Complaint Handling
  • CRM Software
  • Data Management
  • Customer Success Management
  • Teamwork and Collaboration
  • Problem-Solving
  • Attention to Detail
  • Customer Service
  • Microsoft Windows and Office
  • Active Listening

Timeline

Customer Support Agent

Afrilearn
11.2022 - 12.2023

Customer Service Team Lead (Aftersales)

Meltech Ltd
10.2021 - 09.2022

Telemarketing Coordinator

Heavy Machinery Dealership (HMD Africa)
11.2018 - 09.2021

After-sales Admin/Warranty Coordinator

Heavy Machinery Dealership (HMD Africa)
01.2017 - 09.2017

B.Sc - Mass Communication

University of Lagos

OND - Computer Science

Yaba College of Technology

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