LAURA YAKUBU
South Ockendon
Summary
Reliable Customer Service professional in different fields, "sale representative, customer advisor, marketer B2B, administrator" with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver, working effectively independently or as part of a team, good listener, always on target with my KPI's and productively with diverse customers and individual needs.
Overview
12
12
years of professional experience
Work history
Customer Service Representative
Willcob
London
11.2021 - Current
- Assisted customers with varying questions using product knowledge and service expertise
- Increased customer base by 20% in the first 4 months of service
- Successful unbounded customer service and improved customer satisfaction
- Increased client confidence and improved overall quality of service for all clients in ourbusiness
- Handled customer complaints, providing appropriate solutions to guarantee positiveoutcomes
- Built customer rapport by providing friendly, genuine service, increasing customer retentionby 15%
- Maintained customer happiness with forward-thinking strategies focused on addressingneeds and resolving concerns
- Managed high-volume customer queries simultaneously through effective multitasking
- Processed inbound customer calls, providing information on service or product upgrades
- Processed high-value payments with meticulous accuracy.
Administrative Officer/Sales Representative
SSP
London
10.2020 - 11.2021
- Monitored office inventory supplies, re-ordering for service provisions
- Provided dependable administrative support to senior staff, enabling them to freely handlehigh-importance tasks
- Achieved customer satisfaction and improved productivity in the business
- Increased sales and profits margin of 25% within the first quarter of the year
- Customer increased by 20% because of good customer service and customer satisfaction
- Facilitated and processed incoming calls and emails, distributing relevant information tonecessary departments
- Cultivated and deepened relationships with customers by providing exceptional service
- Managed queries in person, by phone and via email with exceptional customer care
- Managed over 50 customer calls per day, Increased sales by 10%
- Organised meetings and events guaranteeing professional results.
Project Coordinator/Marketing
National Orientation Agency
01.2012 - 08.2019
- Worked closely with Project Managers to define project goals and establish timeline and planto achieve them
- Defined risk profiles for each project and prepared contingency plans to minimise businessrisk
- Acted as single point of contact for customers and internal stakeholders
- I successfully Increased profits through retainership between us and our clients for ourservices
- Successful growth of clients through good customer relationships and good customerservice
- Adhered to project governance cadence and escalation routes
- Built and nurtured professional relationships with wide range of stakeholders
- Handling customers queries, providing better solutions helped increased sale and productiveby 10% Identified and deployed resources with individual responsibilities for projectcompletion
- Enhanced project transparency and accountability with rigorous evaluation andrecord-keeping
- Maximised communication and transparency between clients, internaldepartments and stakeholders
- Communication and Facilitation skill Sales negotiating
- Complaint resolution
- Outstanding customer service Creative problem solving
- Microsoft Office Exceptional communication Team management
Education
Bachelor of Arts - History and International Relations
Imo StateUniversity
08.2010
Skills
- Strong customer service orientation Results oriented
- good at Microsoft word and Excel
- Written and verbal communication skills Administrative support
- Fast thinker towards problem solving situations
- Embrace change and comfortable working both independently and as part of a team
- great at dealing with complaints/enquiries, provide solutions and meet my targets
- work from home experience
- Forward thinker and driven to excel
- Good communication skills, a great listener and empathy skills
- willing to learn and an ambition to shine
- Open to feedback and a positive mindset
- Good time management
Timeline
Customer Service Representative
Willcob
11.2021 - Current
Administrative Officer/Sales Representative
SSP
10.2020 - 11.2021
Project Coordinator/Marketing
National Orientation Agency
01.2012 - 08.2019
Bachelor of Arts - History and International Relations
Imo StateUniversity
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