OMOTOLA RACHAEL OSOBU
Birmingham,West Midlands
Summary
A dedicated professional with expertise in Customer Relationship Management and a proven track record in customer service excellence. Skilled in effective communication, data analysis, and process optimisation, ensuring high attention to detail and accuracy. Demonstrates adaptability and dependability, with a positive attitude and emotional intelligence to manage customer complaints effectively. Proficient in stakeholder engagement, POS systems, and regulatory compliance, aiming to leverage analytical-thinking and creative problem-solving skills for continued career growth.
Overview
4
4
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work History
Customer service assistant
Teslis Contractors Limited
02.2022 - 12.2024
- Managed over 50 customer inquiries per week, maintaining a 98% customer satisfaction rating by resolving issues promptly and professionally
- Developed and implemented service improvement initiatives that increased customer retention rates
- Reduced complaint escalation through proactive issue resolution and effective deescalation techniques
- Used Salesforce customer relationship management software to record detailed notes.
- Applied conflict management to stressed and concerned customers.
- Handled in-person, email and mailed correspondence.
- Assisted in the training of new staff members, ensuring consistency in service delivery.
- Created and analysed weekly customer service reports, identifying trends to enhance service delivery and streamline processes
- Managed time efficiently during peak hours to limit customer waiting periods.
- Provided exceptional levels of customer service consistently; creating loyal customers .
- Demonstrated excellent problem-solving skills when dealing with complex customer issues.
- Communicated effectively with colleagues to ensure seamless service delivery.
Cashier assistant
D-Next Ventures
Kubwa
01.2021 - 01.2022
- Managed cash stock and inventory balances, ensuring accurate financial reporting
- Streamlined check-out process to enhance customer satisfaction.
- Adhered strictly to company policies regarding payment processing and security protocols.
- Handled financial transactions using various methods of payment including credit cards, debit cards and cash.
- Wrapped and bagged purchases for customers to easily carry items without damage.
- Helped customers make product and service selections among range of options.
- Used POS register system to total values and complete cheque, card, or mobile payments.
- Trained and mentored new cashiers and clerks in correct processes.
- Assisted customers with finding items, completing exchanges and obtaining refunds.
- Counted change correctly and issued customer receipts.
- Answered questions about store policies and concerns politely and professionally, supporting positive customer experiences.
- Minimised long register queues by completing sales transactions quickly and accurately.
- Handled cash and card payments with precision, maintaining customer confidentiality and discretion throughout.
- Resolved customer complaints successfully, promoting positive brand image.
- Demonstrated strong attention to detail during cash handling tasks, ensuring accuracy at all times.
- Provided support during stock replenishment tasks ensuring availability of products for customers at all times.
- Developed strong rapport with customers through active listening skills and empathetic responses.
Education
MSc - Data Science
University of Gloucestershire
01.2025 - 01.2027
BSc - Chemistry
University of Ilorin
09.2017 - 12.2022
Skills
- Customer Relationship Management (CRM)
- Effective Communication and Rapport Building
- Data Analysis and Reporting
- Time Management and Multitasking
- Process Optimisation and Problem-Solving
- High Attention to Detail and Accuracy
- Adaptability and Dependability
- Customer service excellence
- First-aid certified
- Stress tolerance
- Positive attitude
- Emotional intelligence
- Stakeholder engagement
- Point of Sale (POS) systems
- Analytical-thinking
- Computer literacy
- Creative thinking
- Database management
- Regulatory compliance
- Customer complaint management
- Reporting and documentation
- Stock replenishment
Additional Information
Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and CRM software., Excellent telephone etiquette and reception management skills., Strong ability to liaise with multidisciplinary teams, including GPs, social workers, and healthcare professionals., Experienced in appointment scheduling, mail handling, and document processing.
Certification
compTIA Data+ Certified
First Aid Training
Information Governance, Data Protection and GDPR
Moving and Handling Theory
Communication and Record Keeping
Languages
English
Fluent
References
References available upon request.
Timeline
MSc - Data Science
University of Gloucestershire
01.2025 - 01.2027
Customer service assistant
Teslis Contractors Limited
02.2022 - 12.2024
Cashier assistant
D-Next Ventures
01.2021 - 01.2022
BSc - Chemistry
University of Ilorin
09.2017 - 12.2022
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