Oyinkansola Tella

 OYINKANSOLA KEHINDE TELLA -,- PERSONAL STATEMENT A resourceful, committed, dynamic and result-oriented team player with years of invaluable experience in communications, sales and customer service. Able to multitask, manage and prioritize workload to ensure efficient delivery of all tasks and objectives. Possesses strong management, analytical, problem solving and entrepreneurial skills, with a notable record of achieving high results. WORK AND LEADERSHIP EXPERIENCE Flexisaf Edusoft Limited, Nigeria. March 2019- October 2020 Customer Support Manager (Team Lead) Taking ownership of customer issues reported and seeing problems through to resolution. Ask customers targeted questions to quickly understand the root of the problem. Maintain jovial relationships with clients and team members. Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues including account set up and network configuration. Track computer system issues through to resolution, within agreed time limits. Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue. Properly escalate unresolved issues to appropriate internal teams (e.g. software developers). Provide prompt and accurate feedback to customers. Refer to internal database or external resources to provide accurate technical solutions. Ensure all team issues are properly logged. Prioritize and manage several open issues at one time. Follow up with clients to ensure their IT systems are fully functional after troubleshooting. Prepare accurate and timely reports. Document technical knowledge in the form of notes and manuals, providing software documentation for product features to aid customer self-service. Develop professional response templates addressing various clients concerns. Ensure team adherence to team and company’s guidelines, work ethics, policies and regulations Skills Gained: Interpersonal, Communication, Empathy, Team work, Leadership, Adaptability, Patience, Attentiveness, Persuasion, Attention to detail, Querying, Politeness. Sales and Telemarketing Making multiple outbound calls potential customers in order to share information about the company, pitch product, close sales and lead customer through purchasing process. Understanding customer needs and offering solutions and support; follow up call questions, answering customer complaints and doubts with solid information. Demonstrating a friendly demeanor while communicating confidently and professionally with diverse groups of people. Engaging leads during phone calls by asking questions with the purpose of identifying solvent customers. Qualifying leads, updating their status, and moving them through the established sales funnels. Motivating myself, working tenaciously and handling rejection positively. Maintaining call records and updating database of prospective client using computerized system; ensuring all calls are recorded properly Generating report on weekly activities; tasks, deals, and sales using the provided sales application. Updating my knowledge of company’s product and sales process from initiation to close Performing customized targeted sales strategies; working accurately under stress and pressure to meet competing deadlines. Working with other team members to achieve sales goals and targets. Expanding the company’s clientele base with new sales, clients and territories. Skills Gained: Strategic prospecting, Rapport building, Qualification questioning, Buyer-seller agreement, Communication, Active follow-up, Objection prevention and handling, Time management, Ability to work in a fast-paced environment, Demo skills, Closing Techniques, Post-Sales relationship management. Instructional Designer/ Publisher (Alison) Created engaging learning activities and compelling course content that enhances retention and transfer. Worked with subject matter instructors and identify target audience’s training needs. Met instructional end goals and create content that matches them. Visualized instructional graphics, the user interface and the finished product. Applied company’s instructional design theories, practice and methods. Provided exercises and activities that enhance the learning process. Created supporting material/media (audio, video, transcripts etc.) Maintained the specified criteria used to judge learner’s performance and developed assessment instruments. Maintained project documentation and course folders. Skills Gained: Literacy, Editing, Management, Attention to detail, Management, Leadership, Business, Team work. Buy Power Inc. Nigeria. May 2018 - March 2019 Customer support Answering incoming calls regarding payment issues, product problems, service questions and general client concerns. Maintaining a high level of professionalism with customers and working to establish a positive rapport with every caller. Developing and maintaining customer relationships through various communication channels. Resolving product and service problems by clarifying the customer‘s complaint, determining the cause of the problem, expediting correction or adjustment, and following up to ensure resolution. Work with the management team to stay updated on product knowledge and be informed of any change or update in the company‘s services and policies. Impact the company’s bottom line by problem solving and turning frustrated clients to repeat customers. Skills Gained: Communication, Multi-tasking, Interpersonal, analytical problem solving skills Explicit Royal Academy, National Youth Service Corps, Benin City, Edo June 2017- April 2018 Class Teacher • Keeping records of daily attendance of students in class. • Making lesson notes for easy comprehension of subjects by students. • Providing various learning methods to aid the understanding of topics taught in class. • Supervising assignments, class work, tests and examinations. • Collating results and giving remarks on each student’s performance. Skills Gained: Administrative, Organizing, Communication, Teaching skills Interswitch, Nigeria December, 2016 Brand Ambassador Informing merchants about the change in the verve card logo Getting the details of merchants who request for POS machines Daily submission of the details of merchants who request for POS machines Deploying verve stickers and door hangers to outlets who make use of POS machines Responding to customer enquiries and complaints Writing and submitting weekly reports on outings Skills Gained: Administrative, Interpersonal and communication skills Airtel Telecommunications, Nigeria August – November, 2016 High Value Canvasser Engaging and canvassing corporate bodies to activate the Airtel Close User Group lines. Registering Customer’s personal Information and Bio-data details. Running a check on all activated lines to ensure they are working and serving customers as promised. Skills Gained: Communication, Interpersonal and Marketing skills 3D Model of a Modern Office Complex, OAU, Ife February 2015 Team Lead Identifying the abilities of the team members and engaging them in the various aspects of the project. Sourcing the needed materials at an affordable cost. Acting as the intermediary between the project supervisor and team members, effectively relating every relevant information concerning the project to both parties. Driving every team member, including myself, to deliver excellently before deadline. Skills Gained: Organizing, Leadership, analytical problem solving skills EDUCATON BSc Geography, Obafemi Awolowo University, Ile-Ife, Osun Nigeria. 2016 SSCE Federal Government Girls’ College, Owinni, Oyo Nigeria. 2009 TECHNICAL SKILLS Microsoft and Google Office Suite | SPSS | Freshdesk and Zendesk | Jira | Hubspot | Trello | Camtasia | Slack | Wordpress | Mail Chimp | Social media management | SEO | Google Analytics CERTIFICATIONS Certificate of Attendance, Managing Sales Pipeline and Leads Conversion, Dexter and Heros Consulting Limited. Certificate of Participation, Customer Relationship Management, Phillips Consulting Limited. The Complete Digital Marketing Course, Udemy REFEREES Available on request