Omolara Ajao

Customer Service Representative

Vilnius, LT.

About

Highly detail-oriented and customer-focused professional with over 7 years of progressive experience in high-volume customer service, technical support, and sales across banking and service industries. Proven ability to troubleshoot complex issues, provide expert guidance, and maintain professionalism under pressure while consistently achieving high customer satisfaction and contributing to operational efficiency. Seeking to leverage strong problem-solving and client relationship skills in a dynamic customer service role.

Work

Polaris Bank Limited

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Customer Service Representative

Lagos, Lagos, Nigeria

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Summary

Spearheaded comprehensive customer support for a leading financial institution, expertly managing high-volume inquiries across diverse channels while ensuring strict adherence to banking policies and security standards. Drove operational efficiency through diligent service request processing and proactive issue resolution, significantly enhancing the customer experience.

Highlights

Managed an average of 50+ daily high-volume customer inquiries via email and in-branch, consistently achieving 95% satisfaction ratings through clear, accurate, and timely resolutions.

Provided expert step-by-step guidance on complex digital banking issues, including mobile app setup and PIN resets, resolving over 80% of technical queries at first contact.

Streamlined service request processing and documentation within CRM systems, improving data accuracy by 20% and ensuring timely follow-up for complex cases.

Proactively identified and escalated 15+ recurring system issues to specialized departments, ensuring 100% resolution within defined service-level agreements.

Collaborated cross-functionally to implement new service protocols, reducing average customer wait times by 15% and increasing overall team efficiency.

Advantage Locksmith Portland

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Customer Support Assistant (Remote)

Portland, Oregon, US

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Summary

Delivered critical remote customer support for a locksmith service, expertly managing urgent lockout situations and technical troubleshooting. Optimized service delivery by coordinating technician dispatch and ensuring seamless communication from initial contact to post-service follow-up.

Highlights

Managed 30+ daily emergency lockout calls, rapidly verifying location details and dispatching technicians, reducing average response times by 10%.

Resolved 70% of basic technical issues, including key fob malfunctions and digital key setups, preventing unnecessary field dispatches and saving operational costs.

Maintained 98% positive customer feedback for empathetic and professional communication during high-stress lockout scenarios, enhancing client trust and satisfaction.

Streamlined technician coordination for 20+ daily service calls, optimizing route alignment and confirming service completion, which improved technician efficiency by 15%.

Managed end-to-end service request processing and tracking, providing real-time updates on technician ETA and job status to over 50 customers daily, ensuring transparency and satisfaction.

Alzico Ltd

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Sales Representative

Lagos, Lagos, Nigeria

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Summary

Drove sales and client retention for a dynamic organization by managing order processes, fostering key client relationships, and effectively communicating product value. Maintained meticulous records to enhance customer satisfaction and inform strategic sales initiatives.

Highlights

Managed full-cycle order processing for 20+ clients daily, ensuring 99% accuracy in documentation and information, which reduced processing errors by 10%.

Increased product adoption by 15% through comprehensive presentations of product features, benefits, and value propositions to prospective and existing clients.

Cultivated and maintained strong relationships with 50+ key clients, resulting in a 20% increase in repeat business and fostering long-term strategic partnerships.

Maintained meticulous records of all customer interactions, transactions, and feedback, providing critical data that informed sales strategies and improved customer retention by 10%.

Education

Vilnius Business College

Vilnius, Vilnius County, Lithuania
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Bachelors Business Management and Marketing

Moshood Abiola Polytechnic

Abeokuta, Ogun, Nigeria
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Higher National Diploma Marketing

Moshood Abiola Polytechnic

Abeokuta, Ogun, Nigeria
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National Diploma Marketing

Languages

English

Skills

Customer Service & Support

Customer Relationship Management (CRM), Technical Support, Issue Resolution, Escalation Management, Service-Level Agreements (SLAs), Customer Satisfaction, Remote Support, Inquiry Management, Client Retention.

Communication & Interpersonal Skills

Clear Communication, Professionalism, Active Listening, Conflict Resolution, Cross-functional Collaboration, Interpersonal Relationship, Stakeholder Engagement.

Technical Proficiency & Tools

CRM Software (Freshdesk, Zendesk), Microsoft Office Suite (Excel, Word), Google Workspace, Trello, Digital Banking Platforms, Ticketing Systems, Data Entry, Troubleshooting.

Problem Solving & Operations

Problem Solving, Critical Thinking, Attention to Detail, Process Improvement, Workflow Efficiency, Compliance Adherence, Time Management, Multi-tasking, Data Management.

Sales & Business Development

Sales Process, Client Acquisition, Relationship Building, Product Presentation, Order Processing, Business Development.