Oyintade Ayomide Adefemi

I am an experienced and competitive customer care and retail sales representative and with deep product knowledge, service expertise, and engaging abilities.

CONTACT CENTER AGENT

ALPHA TECHNOLOGY INTELLIGENCE CO LTD.                   MARCH 2023- DECEMBER 2023

● Respond to customer inquiries and resolve their issues via email, phone, or chat.

● Assist customers with placing orders, tracking shipments, and processing returns.

● Provide product information and recommendations to customers.

● Collaborate with other departments, such as shipping and billing, to ensure timely and accurate order fulfillment.

● Maintain accurate records of customer interactions and transactions.

● Identify and escalate complex issues to senior representatives or supervisors.

● Stay up to date with product knowledge and industry trends to provide excellent customer service.

● Meet and exceed customer satisfaction goals and performance metrics.

● Continuously improve customer service processes and procedures.

Client Service & Administration |

Femi Bhanks Realty, Ikeja                                                 November 2021 – MARCH 2023

● Responded in friendly and expert manner to enquiries about each offering, price structures and property availability.

● Educated leads about promo pricing, benefits and terms of purchase.

● Arranged for property viewings and inspections with clients.

● Engaging in preliminary negotiations with clients.

● Directing client complaints or complex queries to relevantdepartments in a timely manner.

● Managed administrative processes and prepared key reports and documentation.

● Preparing expense reports and office budgets.

● Updating filing, inventory, mailing, and database systems, andconfidential information of office related information.

• Greet and direct customers

• Provide accurate information (e.g

• Product features, pricing and after-sales services)

• Answer customers' questions about specific products/services

• Conduct price and feature comparisons to facilitate purchasing

• Cross-sell products

• Ensure racks are fully stocked

• Manage returns of merchandise

• Coordinate with the Retail Sales Representatives team to provide excellent customer service (especially during peak times)

• Inform customers about discounts and special offers

• Provide customer feedback to the Store Manager

• Stay up-to-date with new products/services

• Communicating with clients and customers about their experiences with the various products and services

• Providing advice on purchasing products and services best suited to their preference

• Promptly providing troubleshooting assistance for customer orders, account statuses and relevant problems in order to breed customer satisfaction

• Orientating clients on how to make effective use of products and services

• Taking and processing orders from clients for various subscription

• Compile reports on overall customer satisfaction

• Managing customer account information, remote subscription and account upgrade

• Sales of subscription packages to online customers

• Suggest solutions to product malfunctions and escalating to technical department in the event of unresolved issues

• Worked with customer service manager to ensure proper customer service is being delivered

• Paying attention to details

• Met personal and team sales targets – High volume of deal closure

• Built relationships with new and existing customers whilst cultivating new leads within the sales territory

• Managed multiple accounts simultaneously, maintained proper records of all sales leads and/or customer accounts

• Answered inquiries by clarifying desired information; researching, locating, and providing information

• Brand Representative during all Customer/Prospect interactions

• Monitored industry competitors, new products & market conditions in order for the firm to stay ahead and remain competitive

• Orientated customers on how products or services can benefit them financially and professionally

• Resolved problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems

• Fulfilled requests by clarifying desired information; completing transactions; forwarding requests

• Sold additional services by recognizing opportunities to up-sell accounts

• Enhanced organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

• Referring and introducing potential upscale clients to the firm's upper management echelon

• Provided troubleshooting assistance for customer orders, account statuses and relevant problems

• Provided data and guides to help the sales team – as well as developed and monitored performance indicators

• Managed sales tracking tools and report on important information

• Kept record of sales trends and liaised with account managers to develop specific sales strategies

• Stayed up-to-date with new product and feature launches and ensured sales team buy-ins

• Reviewed pending orders and specific customers' requests to ensure excellent customer service and customer experience

• Served as Lead and Liaison between branches - Suggested sales process improvements and SOPs

• Developed close and personal relationships with clients to ensure customer loyalty and retention

Second Class Division