Hi, I’m
ADENIKE OLUKOYA
Berlin
Summary
Accomplished Customer Service Executive with a proven track record of addressing customer requests and concerns over a successful five-year career. Committed to delivering exceptional service and maintaining professional relationships to enhance profitability and drive business results. Demonstrates expertise in multitasking, providing relevant information, and offering viable solutions to effectively resolve issues. Known for an upbeat and energetic approach, excelling in handling challenging situations with resourcefulness and adaptability.
In addition, as a versatile Operations Assistant, efficiently handle a wide range of tasks with a dedicated and hardworking mindset. With a background in administrative leadership, bring experience in prioritizing and delegating tasks to achieve organizational goals. Focus on driving goal achievement through effective administrative management underscores commitment to contributing to the success of the operations team.
Overview
6
years of professional experience
1
Certificate
Work History
ISkool Grills And Bar
Chat Support Representative
09.2022 - 11.2023
Job overview
- Developed exemplary writing skills through continued correspondence with upwards 300 customers per day.
- Successfully utilized Microsoft Excel to create detailed customer reports, improving data analysis efficiency by 20%.
- Established reputation for reliability by consistently meeting or exceeding assigned targets, ensuring timely resolution of customer issues.
- Handled inbound customer chat conversations from various websites.
- Established reputation for reliability by consistently meeting or exceeding assigned targets, ensuring timely resolution of customer issues.
- Actively participated in weekly team meetings, contributing insights and solutions that enhanced overall team performance and cohesion.
- Utilized customer service software to manage interactions and track customer satisfaction.
Jumia Nigeria Limited
Customer Service Executive
07.2020 - 04.2022
Job overview
- Meet activity targets and key performance indicators which include outbound calls per day, follow up calls, and connects, etc
- Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
- Managed over 200 customer calls volume per day.
- Informed customers of upcoming promotions and deals to boost sales.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handle all prospects with courtesy and professionalism.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
Dees Travel and Tours Limited
Reservation Agent / Customer Care Agent
09.2018 - 05.2020
Job overview
- Maintain regular communication with customers prior to departure to provide updated travel information, including delayed departures and earlier flight availability
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Provided customers with information about availability and pricing.
- Addressed customer account discrepancies and concerns.
- Maintained user account data by initiating account access and establishing in database.
- Responded to customer calls and emails to answer questions about products and services.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Produced and shared customer service reports to support management decision-making.
- Checked in average of 30 passengers per flight
Hegakoa Nigeria Limited
Business Administrator
08.2017 - 07.2018
Job overview
- Facilitated fast-paced and dynamic entrepreneurial environment.
- Translated business priorities into implementable actions.
- Oversaw HR training, coaching, mentoring and staff retention.
- Observed all laws, regulations and other applicable obligations.
- Represented company at conferences and seminars to boost outreach.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Updated account information to maintain customer records.
Education
Ecole Superieure D' Administration Et D'economieCotonou, Benin
Bachelor of Science from International Relations
06.2016
University Overview
- Professional Development Studies: Airline Ticketing, 2018
- Airline Reservation Officer and Customer Service Agent , Dees Travels and Tours, Completed 2018
Skills
- MS Office 365 (Access and Powerpoint)
- Communication Tools (Google Meet,Gmail,Zendesk )
- CRM (CRM softwares, Sales, communication,Social media,Email,Data)
- Spreadsheets (Microsoft Excel,Google sheets)
- Documentation and Reporting (Dropbox,Drive,Sharepoint)
- Other Desktop Applications (Design tools - Figma and Canva)
Certification
- Customer service Skills Training - 2022
- Aviation Training (Airline Ticketing) - 2017-2018
- Talent Acquisition - 2024
Timeline
Chat Support Representative
ISkool Grills And Bar
09.2022 - 11.2023
Customer Service Executive
Jumia Nigeria Limited
07.2020 - 04.2022
Reservation Agent / Customer Care Agent
Dees Travel and Tours Limited
09.2018 - 05.2020
Business Administrator
Hegakoa Nigeria Limited
08.2017 - 07.2018
Ecole Superieure D' Administration Et D'economie
Bachelor of Science from International Relations
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