PIUS OLUBUNMI ARINOLA
Norwich,United Kingdom
Summary
Dynamic professional with a strong proficiency in Microsoft Office Suite and CRM software, excelling in multi-channel customer engagement and communication. Demonstrates exceptional problem-solving abilities and prioritization skills, ensuring efficient organization and customer satisfaction. Committed to enhancing customer empathy and telephone etiquette, with a career goal to further develop expertise in customer relationship management. Exceptional team player whose customer empathy drive success
in meeting service level agreements and enhancing customer
satisfaction.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Customer service associate
Nairagram
Atlanta Georgia, USA
09.2020 - 05.2025
- Facilitate timely transaction processing, including money transfers and airtime top-ups, ensuring compliance with privacy and confidentiality standards.
- Resolve customer queries and disputes promptly, achieving high satisfaction rates through accurate and efficient service delivery.
- Review and verify identity documents to mitigate risks of identity theft, maintaining adherence to standard policies.
- Provide clear, timely information to customers, addressing transaction-related queries to enhance trust and transparency.
- Prepare reports and presentations on a weekly basis on
research finds and recommendations - Responding to customer queries across multiple channels (Live chat via Liveagent or Freshchat, Emails and phone calls)
- Successfully persuade customers to reconsider cancellations of transactions, improving retention rates.
- Demonstrated strong problem-solving abilities when resolving customer complaints effectively.
- Utilized CRM system proficiently to record customer interactions accurately.
- Used Freshdesk ,Liveagent, Skype and Zendesh customer relationship management software to record detailed notes.
- Maintained high level of patience when dealing with difficult customers, resulting in peaceful resolutions.
- Collaborated with sales team to understand product changes and updates, aiding seamless communication with customers.
- Showcased excellent listening skills when interacting with customers, leading to greater understanding of their needs.
- Escalate complex issues to authorized personnel, ensuring swift resolution and account rectification.
- Participated in training to maintain awareness of current best practices and company policies pertaining to customer service.
Operations associate
Ping Express
Lagos , Nigeria
07.2019 - 04.2020
- Managed high-volume customer interactions via calls, emails, and chats, prioritizing tasks to meet tight service delivery targets.
- Identify knowledge gaps and other challenges that may arise
from day-to-day operations - Analyzed and resolved customer challenges calmly and professionally, using tailored communication to suit diverse needs.
- Proactively identified personal strengths and development areas, contributing to team performance and service improvements.
- Demonstrated effective time management, balancing individual and team responsibilities to ensure seamless operations.
- Maintained strict confidentiality over sensitive information safeguarding business interests.
- Facilitated cross-department communication, promoting overall organisational effectiveness.
- Streamlined operations by implementing efficient workflow systems.
- Tracked and analysed key performance indicators, enabling strategic decision-making.
- Implemented upgraded software solutions to enhance data accuracy.
- Answer all enquiries concerning Ping-Express, our Products and Services
- Use my people-management skills to create a warm customer
experience
Administrative Officer (Intern)
Life Moulders School
Ogun, Nigeria
07.2018 - 07.2019
- Provided comprehensive administrative support to staff, students, and clients, streamlining processes for efficiency.
- Designed and implemented a digital filing system and database, improving ease of access and record accuracy.
- Managed official correspondence, documentation, and office equipment, ensuring smooth operational functionality.
- Maintained a high level of service whilst dealing with client queries and complaints.
- Assisted senior staff in data analysis tasks to inform strategic decisions.
- Shadowed senior team members to develop practical knowledge and gain critical industry-specific skills.
- Achievement: Introduced the use of a technological attendance Clock-in System. This considerably reduced tardiness to the barest minimum thereby increasing overall productivity.
- Used Microsoft Office Suite proficiently for smooth workflow management and document creation.
- Adapted quickly to changes in procedures or policies; maintained consistency in output quality despite fluctuations in workload demands.
- Assisted in arranging meetings for smoother communication channels.
INEC Adhoc Electoral Officer
Independent National Electoral Commission (INEC)
Ogun state, Nigeria
02.2019 - 03.2019
- Upheld laws and regulations within my jurisdiction, ensuring compliance from all parties involved.
- Wrote detailed reports, aiding in case documentation.
- Actively participated in community engagement initiatives fostering good relations between the force and local residents.
- Defined and implemented organisational policies, rules and regulations.
- Worked diligently under pressure whilst preserving high-quality output.
- Facilitated smooth communications between registered voters, observers, political parties representatives and fellow adhoc staff for better coordination.
- Supervise the Poll Clerk (PC) and Poll Assistant (PA) at the
polling station
Education
B.Sc. (Ed.) - Business/Marketing
Ekiti State University
Ekiti, Nigeria 10.2013 - 03.2018
Skills
- Proficient in Microsoft Office Suite
- Communication (written & verbal)
- Prioritization & Organization
- Problem solving
- CRM Software proficiency
- Customer empathy
- Multi-channel customer engagement
- Telephone Etiquette
Certification
- Effective Customer Service Delivery, Training and Certification, Insel Consulting
- Customer Service Skill, Training and Certification, West Africa Association of Customer Service Professionals
- Certificate In Customer Care Management, Career Development And Management Consult (CADMAC)
- Seamless HR: Payroll
- Ringcentral- outbound calls US
clients
• FRESHDESK-Customers Email
Accomplishments
Team Player of the year (2021)
Star Player of the year (2021)
Affiliations
- Reading
- Cooking & Baking
- Watching Football
Timeline
Customer service associate
Nairagram
09.2020 - 05.2025
Operations associate
Ping Express
07.2019 - 04.2020
INEC Adhoc Electoral Officer
Independent National Electoral Commission (INEC)
02.2019 - 03.2019
Administrative Officer (Intern)
Life Moulders School
07.2018 - 07.2019
B.Sc. (Ed.) - Business/Marketing
Ekiti State University
10.2013 - 03.2018
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