Temitope Toluwalope Oduyemi
Greenock,Inverclyde
Summary
Friendly Customer Team Member with experience in retail and service environments. Takes instruction well and proactively responds to varying demands. Skilled in upselling for increased average transaction values. Friendly and efficient customer service team member devoted to maximising customer satisfaction with exceptional service and support. Knowledgeable about industry standards with a strong skill in retaining product and service information to provide effective issue resolution.
Overview
11
11
years of professional experience
1
1
year of post-secondary education
Work History
Customer service representative
Quardians
Remote work
01.2023 - Current
- Answered customer telephone calls, web chat promptly and improved on-hold wait times.
- Assisted customers with varying questions using product knowledge and service expertise.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Maintained excellent working relations with numerous external clients, providing timely quotes and shipping information.
Customer Care Representative
Folams Freight & Investment Ltd
Lagos, Nigeria
09.2017 - 08.2022
- Responding to Inquiries: Handling customer inquiries through a variety of channels (phone, email, chat, social media) in a timely and professional manner, providing accurate information, resolving issues, and providing suitable solutions
- Complaint resolution: Effectively investigating and resolving customer complaints and escalated issues, ensuring a satisfactory resolution, and preserving a positive customer experience
- Order Processing and tracing: Assisting customers with order placement, tracing shipments, and resolving order-related issues to guarantee timely and accurate delivery
- Product/Service Knowledge: Acquiring an in-depth comprehension of the company's products or services in order to provide accurate and pertinent information to consumers, thereby assisting them in making informed purchasing decisions
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- Documentation and Reporting: Maintaining accurate records of customer interactions, inquiries, and resolutions, as well as generating reports that provide insights into customer trends, feedback, and development opportunities
- Customer Feedback: Collecting customer feedback via surveys, interviews, or other methods, and utilising that feedback to identify areas for improvement and implement changes to improve the customer experience
- Adhering to Policies and Procedures: Following company policies, guidelines, and service standards during client interactions, ensuring compliance and consistency in service delivery
- Achievements
- Customer Satisfaction: Consistently achieving high customer satisfaction scores or ratings by providing exceptional service, resolving issues promptly, and exceeding customer expectations
- Service Quality Improvements: Implementing new processes or strategies that improve the overall quality of customer service, leading to higher customer satisfaction and loyalty
- Customer Retention: Successfully retaining customers by building strong relationships, addressing their concerns, and proactively anticipating their needs, resulting in increased customer loyalty and repeat business.
Call Center Agent
Visafone Communications Limited
Lagos
04.2014 - 07.2017
- Customer Service: Responsible for providing excellent customer service to callers
- This includes handling inquiries, resolving complaints, and addressing customer concerns effectively and efficiently
- Call Handling: Responsible for answering incoming calls promptly and professionally
- I handle a high volume of calls while maintaining quality and meeting specific performance metrics, such as average call handling time and call resolution rate
- Problem Solving: Possess strong problem-solving skills to address customer issues and provide appropriate solutions
- Attending to troubleshoot technical problems, handle billing disputes, and assist customers in navigating through complex processes.
National Youth Service Corps, Command Secondary School, Ebonyi State
03.2013 - 02.2014
- Prepare curriculum and daily lesson plans
- Instruct students in different areas of study such as history and drama
- Register new students for admission
- Taught history at the senior secondary level
- Prepare materials and classroom for class activities
Education
Master of Science - International Operations and Supply Chain Management
Glasgow Caledonian University
Glasgow, GLG 09.2022 - 09.2023
B.A Hons - History and Diplomatic Studies
Tai Solarin University of Education
Skills
- Excellent communication
- Active listening
- Problem solving
- Patience and Empathy
- Time management
- Teamwork
- Proficiency in all areas of
- Microsoft Office, including Access, Excel, Word, and PowerPoint
- Excellent communication skills, both written and verbal
- Skilled multitasker
- Customer satisfaction focused
Languages
English
Fluent
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer service representative
Quardians
01.2023 - Current
Master of Science - International Operations and Supply Chain Management
Glasgow Caledonian University
09.2022 - 09.2023
Customer Care Representative
Folams Freight & Investment Ltd
09.2017 - 08.2022
Call Center Agent
Visafone Communications Limited
04.2014 - 07.2017
National Youth Service Corps, Command Secondary School, Ebonyi State
03.2013 - 02.2014
B.A Hons - History and Diplomatic Studies
Tai Solarin University of Education
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