Olajumoke Fasheru
Manchester,United Kingdom
Summary
Seasoned customer service personnel committed to improving customer satisfaction with high standards. Skilled at policy implementation, strategic planning, and staff governance. Enhances team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented individual offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement. Actions feedback to capture measurable success regularly.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Customer Service Manager
Tri Fashol Ventures
Egbeda, Nigeria
01.2020 - Current
- Increased customer satisfaction from 20 to 85% within 6 months, providing a superior level of customer service by offering the applicable product solutions.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
- Delivered feedback constructively to enhance staff performance.
- Assisted customers with varying questions using product knowledge and service expertise.
- Employing tactful, diplomatic communication skills when dealing with dissatisfied customers, earning “excellent” in post-call customer evaluations and also maintained high standards of product knowledge across all products.
- Resolved complaints by ensuring appropriate and timely compensation, boosting customer satisfaction levels by 95%.
- Used excellent telephone manner to optimize customer experience, cutting complaints by 60%.
Customer Service Officer
Union Bank of Nigeria
Idimu, Nigeria
12.2012 - 12.2019
- Recorded and processed customer data accurately.
- Offered detailed advice on product and service benefits.
- De-escalated objections and disputes professionally to maintain customer satisfaction.
- Responded to customer queries and provided excellent customer service.
- Answered and re-directed calls for swift resolution.
- Adhered strictly to policies and procedures for continued company compliance.
Cashier
Dinners Hotel
Igando, Lagos,Nigeria
12.2010 - 03.2012
- Processed cash, cheque, credit and debit payments accurately and efficiently, minimising till discrepancies.
- Operated cash registers with proficiency during high-volume shopping times, reducing customer queues.
- Processed sales, exchange and refund transactions efficiently to reduce customer waiting times.
- Mentored new team members on customer service and POS operation.
- Educated customers on promotions, offers and special events to enhance product sales.
Education
Master of Science - Human Nutrition
Manchester Metropolitan University
Manchester 09.2022 -
Bachelor of Science - Biochemistry
Joseph Ayo Babalola University
Osun state 10.2006 - 11.2010
Skills
- Complaint resolution
- Adherence to high customer service standards
- Retail platforms
- Employee management
- Product knowledge
- Schedule management
- Account updates
- Sales proficiency
- MS Office proficiency
- Excellent time management skills
- Microsoft Outlook, Word and Excel
- Data entry
- Exceptional interpersonal communication
- Effective workflow management
- Quality Assurance and Control
- Cash handling
Accomplishments
- · Achieved a 5-star review from clients and 100% rating for punctuality.
- · Communicated seamlessly in a friendly manner with the pregnant women in my community and made a positive impact in their change of diet for healthy living.
- · Recognised by the Care manager for always being proactive towards tasks given.
- · Achieved and surpassed all deposit targets given by 200% in Tri Fashol Ventures.
Certification
Institute of Strategic Management
Awards
· Ondo State Scholarship
· 2nd Best Biochemistry Graduate 2010 set
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Master of Science - Human Nutrition
Manchester Metropolitan University
09.2022 -
Customer Service Manager
Tri Fashol Ventures
01.2020 - Current
Customer Service Officer
Union Bank of Nigeria
12.2012 - 12.2019
Cashier
Dinners Hotel
12.2010 - 03.2012
Bachelor of Science - Biochemistry
Joseph Ayo Babalola University
10.2006 - 11.2010
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