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Abiola Ayinde

Customer Service Support

Lagos, Nigeria
Customer Service Team Lead at FIX-IT HERBAL PRODUCTS LTD
Studied Physics at Ekiti State University
Joined July 26, 2023



Seeking an engaging position in customer service representative role within a dynamic organisation, where I can effectively apply my exceptional interpersonal skills, adept problem-solving abilities, and comprehensive expertise in customer service best practices with over 7 years experience. My aim is to deliver unparalleled customer support, foster robust relationships, and actively contribute to the overall success of the company by consistently ensuring utmost customer satisfaction and surpassing their expectations with in-dept knowledge in sales, marketing and advertising across social media platforms.
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Jan 2023 – Present
Customer Service Team Lead
Overseeing and guiding a team of customer care representatives here at FIX-IT HERBAL PRODUCTS LTD that are into health and wellness. Taking charge of resolving customer inquiries, complaints, and issues by offering expert guidance and support to my team members. Ensuring timely and satisfactory resolution, by upholding the highest levels of customer satisfaction and also suggest opportunities for our product team to make our customers happy. Offer ideas to improve the quality and efficiency of our customer service operation. Under my supervision, I ensure my team receives and places follow-up telephone calls / e- mails to answer customer questions that are routine in nature. Conduct regular performance evaluations, offer constructive feedback, and identify areas for improvement. Continuously monitor and track performance metrics such as response times, call volumes, and customer satisfaction scores. Provide coaching and guidance to help team members achieve or exceed targets. Conduct training sessions, workshops, and one-on-one coaching to improve performance and ensure consistent service delivery. Prepared regular reports on customer care performance, including key metrics, trends, and areas of concern.
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Jul 2017 – Dec 2022
Lagos, Nigeria
Customer Care Service
Delivered exceptional customer service by promptly and professionally addressing client inquiries, concerns, and requests through various communication channels via phone, email, chat using a conversational and helpful tone. Efficiently handled and resolved customer complaints and issues to ensure complete satisfaction for both inbound and outbound customers. Maintained a positive and professional demeanour while interacting with customers, exhibiting a high level of empathy, patience, and attentiveness. Maintained a comprehensive understanding of the logistics company s services, including shipping procedures, delivery times, and tracking systems. Strived to meet or exceed individual and team performance targets, including response time, customer satisfaction ratings, and productivity metrics. Processed customer orders with precision, ensured accurate data entry, and verified pricing, product availability, and shipping details. Assisted in resolving billing and invoicing inquiries, working closely with the finance department to address any discrepancies or issues.
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Jul 2016 – May 2017
Customer Service Representative (E-commerce)
Handled and resolved customer complaints regarding a product or service and setting discount rates and determining price schedules. Maintaining a positive, empathetic, and professional attitude by communicating with customers through various channels. Developed and maintained positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner and overseen local and regional sales, promotions and campaigns. Planned and directed the hiring and training of new Sales Representatives and directing and coordinating all sales activities nationwide. Prepared sales budgets and projections and approving expenditures and tracking and analyzing sales statistics based on key quantitative metrics. Made data-informed decisions to drive performance and resource allocation and developed and maintained relationships with key clients and setting sales quotas and goals.
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MTN Ison Bpo International Limited
Aug 2015 – May 2016
Ibadan, Nigeria
Customer Care Support
Managed volume of inbound phone calls from customers and ensured their prompt delivery and Identified and assessed customers needs to achieve satisfaction per time and met personal/customer service team sales targets and call handling quotas. Handled customer complaints, provided appropriate solutions and alternatives within the time limit. Filing customer records, including contact information, purchases and billings and also closing sales for the company. Conducted surveys and writing reports based on customer feedback on products and services. Provides customers with clear instructions to resolve issues and re-channelling customer calls to other departments for advanced solutions where necessary. Followed communication procedures, guidelines and policies and take the extra mile to engage customers where necessary.
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Ekiti State University
Dec 2008 – Dec 2012
Bsc, Physics