TITILOPE SUNMOLA
Customer Service
Birmingham
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Business Consulting industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Paralegal
City Law Practice
Birmingham, West Midlands
07.2022 - Current
- Eliminated workflow downtime 89% by restructuring and maintaining client billing and case records
- Assisted counsel in preparing answers, providing documentation and information for discovery request.
- Prepared legal briefs, motions and pleadings.
- Drafted responses for exceptions on foreclosure procedural errors.
- Identified appropriate judicial decisions relevant to cases.
- Contributed to, maintained and updated online data repositories for accessibility and to reflect firm standards.
- Drafted, signed and certified key legal documents for judicial review.
- Maintained ongoing communication with opposing parties from discovery to trial phase to facilitate expeditious litigation.
- Communicated with outside vendors on behalf of attorneys and legal departments.
- Assessed cases for probable outcomes by researching black letter law and other legal authority, comparing fact patterns to those of precedential cases.
- Developed project management processes to improve cost-effective service to clients.
- Coordinated trial exhibits by organizing materials, writing documentation and preparing digital materials and displays.
- Conferred with clients and other involved parties to gather and track case information.
- Reviewed regulations regarding procedures and requirements for class action suits.
- maintaining client billing and case records.
Legal Counsel, Customer Service Representative
Techiya Pro. Limited
06.2019 - Current
- Provided primary customer support to internal and external customers.
- Assessed cases for probable outcomes by researching black letter law and other legal authority, comparing fact patterns to those of precedential cases.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Recorded account information to open new customer accounts.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Recommended products to customers, thoroughly explaining details.
- Represented interests of clients in negotiations with regulators, external counsel and public authorities.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collected and analyzed customer information to prepare product or service reports.
Personal Legal Assistant & Customer Representative
Special Adviser Urban Development
02.2017 - 05.2019
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Handled over 200 calls per day to address inquiries and concerns.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Collaborated with team members to achieve target results.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Resolved problems, improved operations and provided exceptional service.
- Prepared variety of different written communications, reports and documents.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Led projects and analyzed data to identify opportunities for improvement.
Associate Counsel
Chamberlain Partnership
05.2014 - 01.2017
- Court appearances for indigent mothers with respect to child welfare, custody, and health care under the auspices of FIDA (International Federation of Female Lawyers)
- Advocated for clients before court in oral argument by presenting facts and evidence in most favorable light.
- Filed timely case pleadings to meet firm deadlines.
- Developed strategies to resolve cases in client's best interest.
- Tracked and researched developing precedent and legislation in Family, Civil and Criminal law to maintain expertise and best advise and advocate for clients.
- Researched, wrote and filed motions, writs and briefs for each case.
- Questioned and cross-examined witnesses throughout course of trials.
- Drafted motions, petitions and waivers.
Customer Service Personnel (Executive trainee)
Ecobank Limited
05.2013 - 05.2014
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Used coordination and planning skills to achieve results according to schedule.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Increased customer satisfaction by resolving issues.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Conducted research, gathered information from multiple sources and presented results.
- Delivered services to customer locations within specific timeframes.
- Monitored company inventory to keep stock levels and databases updated.
- Improved operations through consistent hard work and dedication.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Exceeded goals through effective task prioritization and great work ethic.
- Used Microsoft Word and other software tools to create documents and other communications.
Counsel
Zion Chambers
11.2012 - 04.2013
- Processed and perfected registration of titles to land at the Lands Bureau
- Prepared court processes, and a wide range of documents (agreements, letters, deeds)
- Represented clients in Court on both civil and criminal causes
- Conducted searches at relevant agencies (land registry, Corporate Affairs Commission)
- Registered businesses, companies, NGOs, and churches
- Took clients’ briefs
- Engaged in detailed legal research.
Customer Service Personnel
Ecobank Limited
11.2011 - 10.2012
- Generated new business and referral clients in partnership with financial advisors and branch team.
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
- Worked with Funds transfer and Corporate Branding departments to facilitate communication and deliver personalized solutions to customers.
- Utilized prospecting techniques to identify potential clients and create opportunities to sell financial services.
- Achieved client satisfaction and loyalty by establishing collaborative relationships, facilitating needs assessment.
- Educated customers about Mobile Money and E-wallet options and processed purchases.
- Educated clients on available technological tools, enabling development and implementation of solutions to achieve personal financial goals.
- Assisted customers with opening accounts and signing up for new services.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
Law School Intern
Peniel Solicitors and Advocates
05.2011 - 06.2011
- Prepared legal documents
- Interviewed clients, reviewed their documents, and drafted court processes
- Gained robust understanding of the rudiments of law practice
- Followed-up on case files with court registrars
- Engaged in legal research.
Education
ICSAN -
University of Lagos LLM In View
Institute of Chartered Secretaries & Administrators
Customer Service Management - undefined
undefined
Nigerian Law School BL
LLB (Bachelor of Laws) - undefined
Kogi State University
Senior School Certificate - undefined
Regal College
Skills
Excellent communication
undefinedTimeline
Paralegal
City Law Practice
07.2022 - Current
Legal Counsel, Customer Service Representative
Techiya Pro. Limited
06.2019 - Current
Personal Legal Assistant & Customer Representative
Special Adviser Urban Development
02.2017 - 05.2019
Associate Counsel
Chamberlain Partnership
05.2014 - 01.2017
Customer Service Personnel (Executive trainee)
Ecobank Limited
05.2013 - 05.2014
Counsel
Zion Chambers
11.2012 - 04.2013
Customer Service Personnel
Ecobank Limited
11.2011 - 10.2012
Law School Intern
Peniel Solicitors and Advocates
05.2011 - 06.2011
ICSAN -
University of Lagos LLM In View
Institute of Chartered Secretaries & Administrators
Customer Service Management - undefined
undefined
Nigerian Law School BL
LLB (Bachelor of Laws) - undefined
Kogi State University
Senior School Certificate - undefined
Regal College
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