Kanyinsola Sorunke
Liverpool,Merseyside
Summary
A skilled and well-organized professional with over three years of experience in administrative and customer service roles. Expert in providing excellent customer service while efficiently managing administrative tasks to guarantee efficient operations. Skilled in using Customer Relationship Management (CRM) tools to improve customer interactions and streamline procedures. Ability to lead teams, handle difficult questions, and implement strategic enhancements that increase customer happiness and operational efficiency. Known for effective communication, critical thinking, and problem-solving skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE ADVISOR
Direct Line Group
Liverpool, ENGLAND
11.2023 - Current
- Managed setup, processing, and associated claim-related procedures for total loss payments.
- Handled insurance claims from start to finish, engaging with engineers and determining damages.
- Created claims history and secondary driver letters upon customer request.
- Reduced average customer queries and requests by 20%, enhancing overall service satisfaction.
- Processed payments to both first and third parties accurately and timely.
SUPPORT WORKER
YMCA
Liverpool, England
07.2023 - 12.2023
- Provided emotional support and companionship, assisting individuals in maintaining social connections.
- Responded effectively to emergencies, ensuring all risk reduction measures were followed.
- Monitored health and safety, administered medications as directed.
- Completed accurate reports following each shift.
Customer service team leader
MTN Nigeria Communication PLC
Abeokuta, Nigeria
03.2019 - 08.2021
- Led and mentored a team of 12 customer service representatives, setting performance targets.
- Resolved escalated customer inquiries and complex issues, ensuring customer satisfaction.
- Tracked key performance metrics and implemented improvements based on customer feedback.
- Successfully retained 70% of at-risk customers and developed a customer loyalty programme, increasing sales by 12%.
- Utilised CRM systems to track and manage customer interactions and claims processes.
business administrator
Whitecoat Farms
Abeokuta, Nigeria
10.2018 - 02.2019
- Overseeing day-to-day office operations, managing office supplies, equipment, and facilities
- Managed day-to-day office operations, including supplies, equipment, and facilities.
- Provided administrative support, scheduled meetings, and handled correspondence.
- Assisted with budget management, processing invoices, and payroll.
- Negotiated vendor contracts, reducing office supply costs by 10%.
subject-specific teacher
St Bridgid's School
Ibadan, Nigeria
11.2017 - 10.2018
- Developed curriculum and led classroom instruction.
- Increased assignment completion rates by 80% through group study efforts.
- Improved student performance, with 77% achieving above-average exam results.
- Implemented activity-based learning to boost student engagement.
Education
Master of Science - International Business and Management
Liverpool John Moore's University
Liverpool, United KingdomBachelor of Science - International Law and Diplomacy
Babcock University
Ogun, NigeriaSkills
- Leadership
- Strategic Planning
- Project Coordination
- Analytical Thinking
- Communication
- Microsoft Office proficiency
- Problem-solving
- Team player
- Data Management
- Customer relationship management (CRM)
- Salesforce CRM
- Account management
- Complaint resolution
Certification
- Certificate in customer service, 06/01/17
- Basic knowledge of project management, 06/01/17
- Microsoft office tools, 06/01/17
Timeline
CUSTOMER SERVICE ADVISOR
Direct Line Group
11.2023 - Current
SUPPORT WORKER
YMCA
07.2023 - 12.2023
Customer service team leader
MTN Nigeria Communication PLC
03.2019 - 08.2021
business administrator
Whitecoat Farms
10.2018 - 02.2019
subject-specific teacher
St Bridgid's School
11.2017 - 10.2018
Master of Science - International Business and Management
Liverpool John Moore's University
Bachelor of Science - International Law and Diplomacy
Babcock University
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