Funmilayo Adegbile

3, Oremeji street, Alapere Lagos State. Nigeria

Cell: +234 (0)8161227102
Email: [email protected]

PROFESSIONAL SUMMARY

Passionate and customer-centric, I am a seasoned Customer Service Representative committed to

delivering exceptional service that surpasses expectations. My goal is to transform every customer
interaction into a positive experience by employing a blend of effective communication, technical
expertise, and a commitment to conflict resolution. I don't merely aim to solve problems; rather, I strive
to create solutions that leave customers delighted.

Possessing a meticulous eye for detail and adept at leveraging technology to enhance service delivery, I
take pride in ensuring that every customer feels valued and supported. My skill set extends beyond
resolving inquiries and issues; I excel at building enduring relationships that foster customer loyalty.

I thrive in dynamic environments and welcome change as an opportunity for growth. I firmly believe that
challenges are disguised as opportunities, and I approach each one with a creative and solution-oriented
mindset. My consistent track record speaks for itself—I consistently exceed customer expectations,
leaving them with a positive impression of the company.

In search of a dynamic and customer-focused team that values innovation and recognizes customer
service as a pillar of success, I am eager to contribute my wealth of experience and commitment to
excellence to your organization. Together, we can develop transformative solutions and ensure that
customer satisfaction is not just met but surpassed.

SKILLS
Reporting and Analytics
Quality Assurance
Self-Service Solutions
CRM Tools: Intercom, Zendesk, Acuity, OpenPhone and Airtable
Communication Skills
Problem-Solving Skills
Interpersonal Skills
Time Management
Team Collaboration
Empowerment and Authority
Feedback Analysis
Multichannel Support
 PERSONAL DEVELOPMENTS
Trainings and Certifications

 Frontend software engineering (Stutern Company)

 Technical support engineering (Tech Leap)
 Skye Business School (Anti-Money Laundering and Combating the Financing of Terrorism)
 Goggle Digital Skills for Africa

EXPERIENCE COVERAGE
1. Technical Proficiency:
 Applied advanced knowledge of customer service software and CRM systems to
offer timely and accurate support.
 Conducted basic technical troubleshooting, resolving customer issues, and
escalated complex problems to the appropriate teams.
2. Documentation:
 Maintained meticulous records of customer interactions, facilitating seamless
follow-up by colleagues.
 Documented common customer concerns and solutions, streamlining responses
to frequently asked questions.
3. Time Management:
 Effectively prioritized tasks to meet deadlines, managing a high volume of
customer inquiries without compromising service quality.
 Achieved an 80% resolution rate within the first interaction consistently,
ensuring efficient utilization of time and resources.
4. Effective Communication:
 Engaged with an average of 50 customers daily through phone and email,
delivering assistance with clarity, conciseness, and friendliness.
 Demonstrated active listening skills, addressing customer concerns with
empathy, resulting in an impressive 95% customer satisfaction rate.
5. Empowerment and Authority:
 Managed escalated issues with authority and discretion, providing immediate
resolutions and minimizing customer churn.
 Reduced the need for manager intervention by 25% through effective problem-
solving and decision-making.
6. Problem-Solving Skills:
 Exhibited strong problem-solving prowess, leading to a 30% reduction in
escalated cases.
 Utilized critical thinking and analytical skills to identify recurring issues,
proposing solutions that enhanced efficiency and decreased call handling times
by 20%.
 7. Knowledge of Products/Services:
 Demonstrated in-depth knowledge of company products and services, assisting
customers with complex inquiries and identifying upselling opportunities.
 Stayed actively informed about new products, conveying their benefits and
contributing to a 10% increase in sales revenue.
8. Team Collaboration:
 Collaborated with cross-functional teams to address customer issues efficiently,
ensuring a seamless and consistent customer experience.
 Shared customer insights with the product development team, contributing to
product enhancements based on valuable feedback.
9. Multichannel Support:
 Provided support via phone, email, chat, and social media, adapting
communication styles and techniques as needed.
 Ensured a consistent and positive experience for customers across various
communication channels.
10. Interpersonal Skills:
 Displayed patience and courtesy in managing challenging customer interactions,
resulting in a 25% reduction in customer complaints.
 Established rapport with customers, cultivating a loyal customer base and
boosting repeat business by 15%.

Tek-Experts Partners (Hybrid) (Jan 2022–Dec 2023)

Designation

IT Support

Key Responsibilities

• Diagnosing and resolving system and network issues, addressing hardware or software faults.

• Executing data backup and disaster recovery operations.

• Delivering problem-solving services to network users.

• Overseeing the onboarding process, creating new employee profiles on the company portal for
seamless integration into our systems.

• Establishing and managing login credentials for new clients to ensure secure access to our services and
platforms.
• Serving as a primary liaison with domain service providers to promptly identify and address technical
issues, ensuring uninterrupted functionality for both clients and employees.

• Conducting regular system and network audits to proactively identify potential vulnerabilities and
enhance overall security measures.

• Collaborating with cross-functional teams to implement software updates, patches, and system
upgrades to optimize performance and address emerging security threats.

• Developing and maintaining comprehensive documentation for system configurations,

troubleshooting procedures, and best practices to facilitate knowledge sharing and training.

• Managing user accounts, permissions, and access controls to uphold data integrity and confidentiality.
• Conducting periodic training sessions for employees on cybersecurity best practices and promoting a
culture of security awareness within the organization.

• Leading initiatives to streamline and automate IT processes, contributing to increased operational

efficiency and reduced response times.

• Collaborating with third-party vendors to evaluate and implement new technologies that align with
the company's IT strategy and business objectives.

• Responding to escalated IT support issues, providing timely resolution, and ensuring a positive end-
user experience.

• Conducting regular reviews of system performance metrics and implementing improvements to

optimize resource utilization and enhance overall system reliability.

Polaris Bank Limited (Jan 2016 –Dec 2021)

Designation

Customer Service Representative

Key Responsibilities
• Addressed customer inquiries promptly and professionally through various channels, including phone,
email, chat, and in-person interactions.

• Assisted customers in resolving mobile and online banking issues, ensuring a seamless and satisfactory
experience.

• Followed established protocols to escalate complex issues to higher levels of support when necessary,
maintaining a focus on efficient problem resolution.

• Provided guidance and training to new members of the customer service team as required,
contributing to their effective onboarding and skill development.
• Maintained meticulous and accurate records of customer interactions, transactions, and issues within
the company's CRM system, ensuring comprehensive documentation.

• Collaborated seamlessly with other departments to collectively address and resolve complex customer
issues, fostering a cohesive and customer-centric approach.

• Educated customers on product features and benefits, contributing to a deeper understanding and
appreciation of the services offered.

• Actively engaged in continuous learning and professional development to stay informed about product
updates and industry trends, enhancing overall customer service capabilities.
• Conducted regular feedback sessions with team members to identify areas for improvement and
implement enhancements to customer support processes.

WWC Ventures Limited (Dec 2013 –Dec 2015)

Designation

Sales Associate

Key Responsibilities

• Offered personalized guidance to customers, tailoring product recommendations to align with their
individual needs, current promotions, and other relevant sales factors.

• Conducted thorough identification and research of potential customers or leads to expand the
customer base and enhance sales opportunities.

• Developed and sustained a robust pipeline of prospects by employing diverse strategies, including cold
calling, networking, referrals, and online research, ensuring a steady influx of potential clients.

• Delivered precise and insightful information about products, services, policies, and procedures,
fostering customer confidence and satisfaction.

• Actively engaged in market research to stay abreast of industry trends, competitor offerings, and
customer preferences, contributing to informed decision-making and strategic planning.

• Collaborated with cross-functional teams to share market insights and customer feedback, facilitating
continuous improvement and adaptation to changing market dynamics.

• Conducted regular training sessions for sales associates to enhance their product knowledge, sales
techniques, and customer engagement skills, fostering a high-performing and knowledgeable sales
team.

• Implemented effective follow-up strategies with prospective and existing customers, nurturing
relationships and ensuring a positive and lasting impression of the company's products and services.
 EDUCATION

Moshood Abiola Polytechnic, Ogun State.

National Diploma in Computer Science (March 2013)

National Open University of Nigeria

Bachelor Degree of Science (Computer Science) (Mar 2021)

PERSONAL INFORMATION
 Citizenship: Nigerian
 Language: Fluent in English
 Interests: Freelancing and Customer Support.
 References: Available on request