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Haleemat Kolawole

Email || Live Chat || Social Media Customer Support Agent

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Intro
Lagos, Nigeria
Studied Psychology at University of Ilorin
Consumer Services
Joined February 24, 2023

Skills

Languages

English
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Native or Bilingual
About
I have been working in an E-commerce industry for almost 5 years and I develop a passion for this career because I find myself to always looking forward to challenges as it enable me to learn new things and go out of my comfort zone and helping other make me feel fulfilled and that's one of the reason I enjoy working in customer service; over the time I have learned great communication skills, listening skills, and problem-solving skills that help me in my day-to-day work but also in my personal life in terms of confidence, communication and this is what make me fulfilled every night and day
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Experience
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DLS INC
Nov 2022 – Feb 2023
United State
Email Support Agent
Respond to customers general inquiries Process replacement and refund. Keep track of order(s) shipping status and keep customers informed. Process order(s) and edit orders as requested by customers on Gossby
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Shindara Fashion and Lifestyle
May 2020 – Jan 2023
United State
Customer Experience Associate
Monitored and managed all communication channels, including, Web/Live chat, WhatsApp, Phone Calls, and Email. * Identify and assess customer's needs to achieve satisfaction. * Resolved more than a 2000 plus cases within a space of 1 month on Hubspot. *Process orders, refund, exchange etc on Shopify. Monitored customers order and assist customer with orders on Vestaire Collective, and Amazon. * Ensure that each ticket is handled as per our Service Level Agreement (SLA) and to the highest possible customer’s satisfaction (CSAT). * Collaborate on cross-team and cross-product technical issues by working with colleagues from other teams as needed to resolve customer problems. * Build sustainable relationships and trust with customer accounts through open and interactive communication * Advises customers on the best choice of solution. * Serves as the customer lead advocate * Responsible for client satisfaction * Empathize with every aspect of the customer experience, putting customers' needs first. * Create and manage inventory * Upload and work on the backend of several E-commerce platforms used by the company such as Jumia, Shopify, etc.
Education
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University of Ilorin
Aug 2013 – Sep 2017
Bachelor of Science , Psychology
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