Oluwatosin Aremu

OLUWATOSIN Aremu Plot 465, R (71) Road FHA New Site Estate | - |- |-| https://www.linkedin.com/in/oluwatosin-aremu | https://twitter.com/mayoy2k17 | Profile Knowledgeable and dedicated Call Center Representative with extensive experience in the Customer Service industry. Solid team player with an 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 an exemplary passion for developing relationships, cultivating partnerships, and growing businesses. Experience COLD CALLER SPECIALIST (REMOTE) | CONNECT ONE | · 1 year of experience working with a health insurance company, where I made about 200-300 outbound cold calls daily, in regards to helping market this product Hypertolife, Eroprostan, and Lipocarnit to aged and young claimants over the age of 20/64 years. · I empathize with my caller and I listen carefully to resolve issues as effectively as possible, I receive recognition for my ability to resolve complaints for my customers and leave a smiling face at the end of the day which led to me being promoted to Team Leader I'm more excited given good customer service. · Exceeded monthly sales target by 100% through effective lead generation and cold calling · Generated new leads and opportunities through networking, cold-calling, and other sales & marketing techniques LEAD GENERATION SPECIALIST (REMOTE) | THE VAGROUP · I handled customer interactions on different platforms like Cold Calling, chats, and emails, as well as through social media platforms calling the client and scheduling an appointment. · 1 years of experience in prospecting for a virtual assistance group, whereby we also made 100200 outbound calls to help the team onboard clients who need Administrative assistants and Executive assistants in Saas and stock trading. · Created an effective lead generation process that increased conversion rates by 100% · Developed and implemented lead generation and qualification processes that improved lead conversion rate by 100% · Exceeded monthly sales target by 100% through effective lead generation and cold calling · I'm confident that I'd adequately handle your customer communication, and provide excellent customer service. I can work in a fast-paced environment and hit the required KPIs. COLLECTIONS SPECIALIST | FAIRMONEY MICROFINNACE BANK |Credit Specialist| Dec, 2023 - Till-Date · Monitor the firm’s accounts receivable and identify overdue accounts. · Contact customers with overdue accounts and attempt to either collect the overdue amount or negotiate a payment plan to collect it in installments. · Use credit bureau data, post office information, internet searches and other tools to try to locate customers who have moved or changed phone numbers. · Maintain records of contacts and attempted contacts with delinquent account customers as well as records of any payments collected from the customer. · Submit regular reports on the status of unpaid accounts and any repayment progress.Find and contact clients to ask about their overdue payments · Take actions to encourage timely debt payments · Process payments and refunds · Resolve billing and customer credit issues · Update account status records and collection efforts · Report on collection activity and accounts receivable status CUSTOMER CARE REPRESENTATIVE | OUTSOURCE GLOBAL TECHNOLOGIES |Total Energies Limited| JUNE, 2022 - FEB, 2023 · Placing outbound customer service or customer satisfaction calls to follow up on issues. Learning and maintaining an in-depth understanding of product information, providing knowledgeable responses to diverse questions. Promoting superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly. Managing timely and effective replacement of damaged or missing products. Promoting available products and services to customers during service, account management, and order calls. Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions. Documented and detailed calls and complaints using the call center's CRM database. Detailed payment options and explained price, receipt, and billing details to customers. Followed up with customers about resolved issues to maintain high customer service standards. Optimized customer support by establishing collaborative service environments through targeted operational initiatives. · Resolved customer complaints in a timely and effective manner, resulting in an 100% customer satisfaction rating. · Maintained customer accounts and records, ensuring accuracy and data integrity · Collaborated with cross-functional teams to identify and resolve customer issues, resulting in a 100% reduction in customer complaints. · Developed and implemented customer loyalty programs that resulted in a 100% increase in customer retention Page 2 CUSTOMER CARE REPRESENTATIVE | OUTSOURCE GLOBAL TECNOLOGIES |Sterling Bank| MAY, 2021 - APR, 2023 · Answered customer inquiries via phone and provided information on banking products and services. Managed customer accounts and provide account information, such as balances and transaction histories. Assisted customers with online banking, mobile banking, and other digital banking services. Followed up with customers on account inquiries, requests, and complaints to ensure customer satisfaction. Educated customers on bank products and services, including loans, credit cards, and investment options. Maintained accurate customer records and documented all customer interactions in the bank's CRM system. · Resolved customer complaints in a timely and satisfactory manner, resulting in a 100% increase in customer loyalty. · Used customer relationship management (CRM) systems to accurately track and manage customer data. · Handled a high volume of customer inquiries in a professional and timely manner, resulting in a 100% increase in customer satisfaction ratings · Developed and implemented a customer retention program that resulted in a 100% decrease in customer churn CUSTOMER CAR REPRESENTATIVE| OUTSOURCE GLOBAL TECNOLOGIES |Citizen Disability| OCT, 2020 - 2023 · Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals. · Resolved customer complaints in a timely and effective manner, resulting in a 100% customer satisfaction rating · Developed customer service standards and policies that improved customer service quality and efficiency · Maintained customer accounts and records, ensuring accuracy and data integrity · Developed and implemented a customer feedback survey that identified areas for improvement in customer experience · Analyzed customer data to identify trends and develop strategies to increase customer retention · Developed customer service training materials and led training sessions for new customer service representatives Page 3 CUSTOMER CARE REPRESENTATIVE | MTN NIGERIA |Connect Store Manager| FEB, 2017 - DEC, 2019 · Worked with the store manager to develop and execute a store budget that resulted in a 90% reduction in overhead costs · Performed daily store opening and closing duties, ensuring that all store policies were followed · Analyzed store performance trends and created action plans to improve store operations Education BACHELOR OF SCIENCE IN COMPUTER SCIENCE | MARCH, 2013 | ADEKUNLE AJASIN UNIVERSITY WEST AFRICAN EXAMINATION COUNCIL | JUNE, 2004 | WAHAB FOLAWIYO HIGH, LAGOS PRIMARY SCHOOL LEAVING CERTIFICATE | JAN, 1996 | ARMY CHILDREN SCHOOL, LAGOS Skills & Abilities Excel proficiency · · · · · · · · · · · · Excel proficiency Customer communication Complaint handling techniques Operational improvement CRM proficiency Stress management Email and live chat support Excellent product knowledge B2C sales Live chat Customer communications All Center Operations Customer Support Customer Communication Brand Representation Inbound Phone Call Management Logging Call Information Sales Expertise Microsoft Office Packages CRM Software Proficiency Caller Accommodation Customer Retention Sales negotiation SaaS sales HubSpot Activities and Interests Theater, environmental conservation, art, hiking, skiing, travel Page 4