HAPPINESS FRIDAY
LAGOS,LAGOS
Summary
Knowledgeable and dedicated customer service professional with 5 years of experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Social Media Manager
Body Secrets Africa
06.2020 - 05.2024
- Increased customer engagement through social media.
- Managed multiple social media platforms, ensuring a consistent brand voice and message.
- Boosted engagement rates with the creation of compelling and visually appealing content.
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
- Monitored social media trends and emerging platforms, adopting new strategies to stay ahead of the competition.
- Successfully built a loyal following by consistently sharing valuable content that resonated with the target audience.
- Collaborated with team members to develop creative campaigns for social media platforms.
- Suggested and implemented new features to develop brand awareness.
Store Manager
Body Secrets Africa
12.2022 - 05.2023
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Customer Service Manager
Body Secrets Africa
11.2021 - 05.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Researched and corrected customer concerns to promote company loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
Customer Service Representative
Body Secrets Africa
06.2020 - 11.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Sales Representative/Receptionist
Our Intimate Secrets
02.2019 - 04.2020
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Used customer insights to develop innovative sales strategies to increase sales.
- Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
Sales Representative
Vito Tieri Fashion Store
02.2018 - 08.2018
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Retained excellent client satisfaction ratings through outstanding service delivery.
Personal Assistant
Lizzy's Beauty Makeover
09.2015 - 01.2018
- Maintained appropriate filing of personal and professional documentation.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Answered phone calls and addressed customer questions and concerns to promote satisfaction and continued business.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Maintained confidentiality and discretion while handling sensitive information relevant to company operations.
- Served as point of contact between clients and managerial staff.
Education
Bachelor of Science - Business Administration
National Open University of Nigeria
Lagos, Nigeria04.2024
Skills
- Active Listening
- Problem-solving abilities
- Critical Thinking
- Customer Relations
- Conflict Resolution
- Computer Proficiency
- Call center experience
- Complaint resolution
- Customer Relationship Management (CRM)
- Team Development
- Product and service solutions
- Product Sales
- Data Collection
- Microsoft Office Suite
- Microsoft Excel
- Technical Support
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Resolved product issue through consumer testing.
- Best Customer Service Representataive Award
Languages
English
Additional Information
References:
Gabriel Agbaje, IT Consultant, T&A Integrated Tech
gabriel25@gmail.com, 09091004193
Timeline
Store Manager
Body Secrets Africa
12.2022 - 05.2023
Customer Service Manager
Body Secrets Africa
11.2021 - 05.2023
Social Media Manager
Body Secrets Africa
06.2020 - 05.2024
Customer Service Representative
Body Secrets Africa
06.2020 - 11.2021
Sales Representative/Receptionist
Our Intimate Secrets
02.2019 - 04.2020
Sales Representative
Vito Tieri Fashion Store
02.2018 - 08.2018
Personal Assistant
Lizzy's Beauty Makeover
09.2015 - 01.2018
Bachelor of Science - Business Administration
National Open University of Nigeria
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