Azeez Alamutu
Business Development And Customer Service
Berlin
Summary
Dedicated and results-oriented Business Development and Customer Service Professional with over a decade of experience in the corporate sector. Proven ability to develop and maintain strong customer relationships, identify new business opportunities, and drive growth. Adept at working in fast-paced and international environments. I possess a keen ability to understand and translate customer needs into actionable insights, ensuring alignment with business objectives. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Customer Service Agent
Raisin GMBH
02.2024 - Current
- Provided exceptional customer service while conducting AML checks, ensuring positive onboarding experience for new clients
- Identified upsell opportunities during checks
- Analysed customer data to assess risk profiles and ensure compliance with AML/KYC AND CDD regulations
- Handle and resolved all TrustPilot correspondences and maintained 4-start ratings.
- Demonstrate empathy and understanding in addressing and resolving customer complaints effectively
- Analyze customer issues to identify root causes and provide appropriate solutions
- Collaborate with cross-functional teams to address customer pain points and enhance processes.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns
- Strengthened relationships with clients through proactive follow-up on pending issues and concerns
- Actively sought opportunities for continuous learning, attending workshops and trainings geared towards enhancing professional competencies
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers
- Cross-trained and provided backup support for organizational leadership
- Met customer call guidelines for service levels, handle time and productivity
- Maintained up-to-date knowledge of product and service changes
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Answered constant flow of customer calls with minimal wait times
Business Analyst Intern
10Alytics
09.2023 - 02.2024
- Identified opportunities to optimise revenue streams and reduce financial discrepancies, resulting in 25% increase in profitability
- Assisted in development of business development strategies that led to a 15% increase in company revenue
- Collaborated with sales and marketing teams to analyse customer data and improve targeting strategies for product promotions
- Leverage excellent proficiency in collaboration tools (Slack, Zoom, TeamViewer) and project management tools (Jira,Trello) to communicate frequently with team members and stakeholders, giving status updates on every business development stage
- Leveraged SQL queries to extract relevant data from databases for further analysis and reporting purposes
- Conducted market research to identify industry trends and inform strategic planning initiatives
- Participated in Agile Scrum meetings to stay updated on project developments and provide input on task prioritisation.
- Worked with IT team members on systems automation and advancement initiatives
- Identified errors and performed root cause analysis to determine core issues
- Collaborated with stakeholders to identify business needs and data sources
Customer Service Agent
Raisin (UK)
Manchester
03.2023 - 12.2023
- Actively promoted company products and services to customers during service interactions, resulting in 93% achievement in cross-sales targets
- Assisted in training new hires, sharing best practices for effective customer service delivery
- Maintained strong relationships with distribution partners, facilitating seamless communication and enhancing sales performance
- Delivered exceptional customer service by promptly and accurately handling inquiries and resolving issues
- Developed solid relationships across business to improve customer experience across all communication platforms (emails and calls)
- Handle and resolved all TrustPilot correspondences and maintained 4-start rating on platform
- Successfully reduced email response time by 50% in 5 months
- Successfully implanted 24-hrs response time with distribution partners which resulted in 40% increase in customer acquisition
- Handled all customer service communication with 5 distribution partners
- Demonstrate empathy and understanding in addressing and resolving customer complaints effectively
- Analyse customer issues to identify root causes and provide appropriate solutions
- Collaborate with cross-functional teams to address customer pain points and enhance processes.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases
- Collaborated with team members to develop innovative solutions for complex customer problems
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences
- Improved overall efficiency by providing constructive feedback to peers during team meetings
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service
- Contacted customers to return routine and general calls promptly
- Sought out extra training opportunities to enhance customer relationship management abilities
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Cross-trained and backed up other customer service managers
- Resolved associate, tool and service delivery issues revealed by statistical reports
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
- Met customer call guidelines for service levels, handle time and productivity
Head, Business Development and Mortgage Advisory
Trust Arthur Group
05.2018 - 08.2022
- Managed customer base of 100 customers and ensured 100% retention
- Headed team of 9 staff
- Provided personalized financial advice to clients, resulting in high rate of customer satisfaction and repeat business
- Actively marketed bank products and services to individuals and firms, achieving sales targets and driving revenue growth
- Maintained up-to-date knowledge of mortgage market trends to offer clients tailored solutions, resulting in improved customer retention
- Explained all aspects of loan, including payment terms and conditions, offering one-on-one appointments for clients with complex loan needs to ensure comprehension
- Maintained top-rate satisfaction score by providing exceptional level of customer service at all stages of mortgage loan process
- Evaluated bespoke client needs to effectively source products best suited to current financial circumstances
- Maintained up to date knowledge on mortgage market trends to develop robust business development strategies and enable accurate revenue forecasting
- Provided additional advice and guidance on and related financial products, including buildings cover and life insurance.
- Excellent communication skills, both verbal and written
- Demonstrated strong organizational and time management skills while managing multiple projects
- Gained extensive knowledge in data entry, analysis and reporting
- Proven ability to learn quickly and adapt to new situations
- Proved successful working within tight deadlines and fast-paced environment
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Completed paperwork, recognising discrepancies and promptly addressing for resolution
- Provided professional services and support in dynamic work environment
Education
MSc. - Real Estate Development
University of Lagos
Lagos, NigeriaSome College (No Degree) - Estate Management
University of Lagos
Lagos, NigeriaSkills
Complaint Handling
undefinedSubject Matter Expertise
- Regulatory Compliance and due diligence
- Business research and intelligence
- Project management
- Dashboard building and trend monitoring.
Professional Qualifications Certifications
- Certification in Business Analysis
- Licensed Fund Manager
- Member, Nigerian Institute of Estate Surveyors and Valuers
- Non-Interest/Islamic Leasing Certification, AlHuda Centre of Islamic Banking & Economics (CIBE)
- Facility Management Certification, Global Property & Facilities International
It And Technical Skills
- Salesforce
- Zendesk
- AML and Risk assessment
- SAP Business Objects (Advanced)
- Power BI and SQL
- MS Project
- MS Office 365 (Advanced Tools)
- Microsoft lookup
- SharePoint
- All CRM tools
- Soft skills
- Critical thinking
- Emotional intelligence
- Excellent communication
- Leadership
- Positivity
- Versatility
- Negotiating skills
Timeline
Customer Service Agent
Raisin GMBH
02.2024 - Current
Business Analyst Intern
10Alytics
09.2023 - 02.2024
Customer Service Agent
Raisin (UK)
03.2023 - 12.2023
Head, Business Development and Mortgage Advisory
Trust Arthur Group
05.2018 - 08.2022
MSc. - Real Estate Development
University of Lagos
Some College (No Degree) - Estate Management
University of Lagos
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