I am an organised and dedicated client relationship manager/customer support professional with excellent attention to details and problem-solving skills. With over 5 years of experience helping clients overcome their challenges, I have sound background in human behavior and customer engagement. I work with teams where the system encourages optimum utilisation of self-potentials, and challenging opportunities that give rise to career development, as well as achieving organisation's overall goals. I am a passionate individual with strong communication skills (written and oral), who works well under pressure.
Hi, I’m
ADEMUYIWA SODEEQ ABIOLA
Faro,Portugal
Summary
Overview
9
years of professional experience
Work history
AZA FINANCE| CIPM House
Senior Customer Service Associate
09.2021 - 05.2023
Job overview
- Ensure that incoming calls, e-mails, in-app notifications, and chats are properly handled and managed by all agents reporting to me according to our SOP
- Monitor and review customer happiness and satisfaction ratings on customer feedback; escalate units with low ratings for prompt intervention
- Coordinate, improve, and direct the affairs/activities of the customer service department, and I represent the voice of the consumer to ensure that consumer insights are integrated, and embedded into decision making in our organization
- I develop service procedures, templates for the department, policies and standard to be followed daily
- Maintain an orderly workflow/procedure according to priorities
- I am a team leader who mentors and develops customer service Agents, and nurture an environment where they can grow through setting a good example for them, encouragement, and empowerment
- Help Identify and fix inefficiencies in the current workflow and processes
- Prepare weekly reports, and metrics for the data analytics;/product team to aid decision making.
AZA FINANCE, CIPM
Customer Service Associate
04.2019 - 09.2021
Job overview
- I am an effective liaison between AZA Finance and its clients, given because I am the daily point of contact for the clients
- Effectively collaborate/work with key internal stakeholders - Sales, Finance/Trading, Compliance and Product
- Support and improve the entire customer journey from onboarding to post-trade execution
- Assist in continuously deepening existing client relationships
- Display a high level of emotional intelligence and step into a leadership role when required
AXA MANSARD INSURANCE
Customer Service Representative
05.2017 - 03.2019
Job overview
- Calling all motor insurance clients for the renewal of their motor insurance policies, two weeks before the due date, meeting a target of an average of 5000 customers per month and 166 customers per day
- Successfully convince 85% of motor insurance clients to renew their insurance policy with us; with about 15% to 17% of them opting for a downgrade from a comprehensive insurance package to a limited (Third Party) insurance package
- Resolving product/service problems by clarifying customer's complaints, determining the cause of the problem, selecting and explaining the best solution to solving the problem; expediting correction and/or adjustment and following up to ensure closure
- Cross sell/up sell other non-motor products to customers.
ANDREMEKS COMPANY, FESTAC
Receptionist
03.2015 - 10.2015
Job overview
- Impressive first point of contact to visitors/clients
- Impressive first point of contact to visitors/clients
- Keeping up to date financial details
- Answering phone calls and performing other administrative tasks, as directed by the firm
- Receiving and sending of all correspondences
- Maintaining effective records and ensuring that the office environment is clean and safe
KRISTABEL CHAMBERS, FESTAC
Receptionist
10.2014 - 03.2015
Job overview
- Timely responses to mails sent by clients
- Office/document management
- Served as the first point of contact in the company for all transactions
- Directing all visitors to the appropriate desks.
Education
Algarve UniversityFaro, Portugal
Masters Degree from Tourism Economics and Regional Development
2024
University overview
- Coursework in sustainable approach to tourism: a case study of silent safari by greensafararis
- Student with the best case study and presentation skills
Ahmadu Bello University
Bachelor of Science from Economics
2014
University overview
- Coursework in the impact of global financial crisis on the Nigerian capital market
Skills
- After-sales support
- Complaint handling
- Live chat operation
- Account management
- Verbal & Written Communication
- Innovative and a fast learner
- People Management and relationship building
- Computer Savvy
- Customer-Centric and empathetic
- Self-Starter and team player
- Strong interpersonal skills
- Advanced product knowledge
- Multi-tasking and critical thinking
- Leadership skills
AWARDS & ACHIEVEMENTS
- 1st Runner Up - Company Culture Leader awards for Q1, 2021
- Most Valuable Employee of the year for Revenue Division in 2020
- Employee with the highest performance score in revenue division in 2020
- One of the biggest Money Transfer organisations in the world happens to be our client and I was assigned to manage them during COVID-19 when business were shutting down I am super proud to say that I efficiently managed them to the point that there are still with us today
- Most of our engagements with our clients are done online At a point in time, I figured out tens of “clients” who were trying to impersonate our real clients After prompting our compliance department, the impostors were immediately banned
- Shortly after I was employed, I became the “go-to” person after spending just a few months with my employer
- I have been commended on several occasions by my manager for taking the lead, both in her presence and absence to resolve queries, escalate bugs and ensuring that the team functions efficiently
Languages
English
Native
Availability
See my work availability
Not available
Available
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
swipe to browse
Quote
The way to get started is to quit talking and begin doing.
Timeline
Senior Customer Service Associate
AZA FINANCE| CIPM House
09.2021 - 05.2023
Customer Service Associate
AZA FINANCE, CIPM
04.2019 - 09.2021
Customer Service Representative
AXA MANSARD INSURANCE
05.2017 - 03.2019
Receptionist
ANDREMEKS COMPANY, FESTAC
03.2015 - 10.2015
Receptionist
KRISTABEL CHAMBERS, FESTAC
10.2014 - 03.2015
Algarve University
Masters Degree from Tourism Economics and Regional Development
Ahmadu Bello University
Bachelor of Science from Economics
Similar Profiles
GRACE NJAMBI MACHUAGRACE NJAMBI MACHUA
Senior Sales Administrator Associate at Aza FinanceSenior Sales Administrator Associate at Aza Finance
CHARLES PHILIP UKAEGBUCHARLES PHILIP UKAEGBU
Senior Product Manager at Aza FinanceSenior Product Manager at Aza Finance
Samson MwangiSamson Mwangi
Senior Software Test Engineer at AZA FinanceSenior Software Test Engineer at AZA Finance
Vera Coelho RodriguesVera Coelho Rodrigues
Country Food Safety Leader at IKEA Móveis e Decoração LdaCountry Food Safety Leader at IKEA Móveis e Decoração Lda
Carlos Eduardo Lapietra JarraCarlos Eduardo Lapietra Jarra
Sales Representative at Lyca Mobile GroupSales Representative at Lyca Mobile Group