Tessy

TESSY ETIM AOFOLAJU LinkedIn|[open contact info](look above in the "contact info" section)
Customer Service Manager [open contact info](look above in the "contact info" section), Ukraine
Results-driven Customer Service Manager with years of proven expertise in coordinating and fulfilling client requests, addressing inquiries, and
managing customer concerns. Adept at cultivating lasting client relationships, ensuring optimal satisfaction, and driving increased sales and lead
generation. Proficient in inventory management and enforcing organisational standards to maintain exceptional service levels. Skilled in
leveraging analytical insights to enhance operations and provide superior customer support. Consistently meet and exceed performance goals
while fostering a collaborative team environment.

CORE SKILLS
• Customer Satisfaction • MS Office Suite • Analytical
• Administrative Support • Time Management • Communication
• Complaint Management • Database Administration • Team Leadership
• Stakeholder Management • Stakeholder Engagement • Information Analysis
• Client Relationship Building • Operations management • Conflict Resolution

PROFESSIONAL EXPERIENCE
Customer Service Manager 2022- 2023
M.P. TBO
• Developed and maintained strong relationships with clients, understanding their needs, preferences, and goals, resulting in a 25%
increase in customer retention.
• Proactively attended to customer inquiries, requests, and complaints, maintaining a response rate of over 20% and showcasing a high
level of dedication to customer care.
• Effectively communicated and collaborated with colleagues, enhancing teamwork and overall efficiency in providing exceptional
customer service, increasing collaborative effectiveness rate.
• Resolved complex customer issues by researching and implementing practical solutions, resulting in a reduction in escalated customer
complaints
• Cultivated strong and enduring relationships between the company and clients, contributing to a satisfaction rate of 65% fostering
enhanced client loyalty and trust.
• Managed a high volume of incoming calls proficiently, ensuring an effective inquiry resolution rate and optimising customer service
operations to address all inquiries promptly.
• Consistently upheld business core values and displayed refined etiquette in interactions, fostering a professional demeanour that
contributed to a 13% elevation in customer perception.
• Established seamless communication channels with employees and upper management, ensuring a unified approach to customer
care and achieving a high customer satisfaction rate.

Live Chat Support Agent 2021 - 2022
Paradise Media
• Diligently documented all customer details with precision into the computer system, ensuring a reliable and organised reference for
future needs.
• Elevated team productivity and efficiency by advocating optimal operational procedures, driving 100% smoother workflows and
achieving better results.
• Demonstrated prompt responsiveness to inquiries and requests from potential customers, fostering a positive initial interaction and
potentially leading to increased engagement and conversions.
• Implemented a system for quick and efficient retrieval of customer information, enhancing decision-making processes by 30% and
enabling personalised interactions.
• Facilitated effective collaboration within the team by sharing best practices and valuable insights, fostering a culture of continuous
learning and growth.
• Utilised accurate and detailed customer information to provide personalised and tailored services, resulting in an improved overall
customer experience and heightened satisfaction levels.

Email Support Representative 2020 -2021
Scentbird
• Streamlined repair processes and updated support procedures, ensuring consistent and efficient actions, ultimately leading to
improved service delivery.
• Demonstrated flexibility by effectively managing and thriving in a work environment with variable hours, showcasing the ability to
 meet demands and support the team whenever necessary.
• Conducted thorough research to identify and address shipping errors and packaging mistakes, implementing corrective measures that
contributed to a reduction in errors and enhanced customer satisfaction.

Customer Service Officer 2016-2020
Starways College
• Delivered primary customer support to both internal and external stakeholders, ensuring their concerns were addressed promptly
and effectively, enhancing overall satisfaction and fostering positive relationships.
• Demonstrated adaptability by quickly mastering new applications and staying up-to-date with current technologies, bolstering
efficiency and maintaining a high level of competence within the role.
• Nurtured and maintained empathetic client relationships, surpassing standard service benchmarks and amplifying customer
satisfaction.
• Detected opportunities and successfully propelled the simplification of processes, yielding a 10% boost in operational efficiency and
heightened customer experiences.
• Skillfully introduced efficient complaint management processes and protocols, ensuring meticulous tracking, investigation, and
appropriate resolution of customer grievances.

Customer Service Representative 2013-2016
XYZ Company
• Collaborated closely with the Human Resource Department, optimising internal communication channels and leveraging H.R. insights
to provide more empathetic and effective support, ultimately fostering a cohesive and well-informed customer service
• Conducted comprehensive needs assessments for customers, presenting tailored service options that consistently met and exceeded
their expectations, resulting in a 48% customer satisfaction rate.
• Cultivated enduring client relationships, leading to an increase in repeat business and referrals, positively impacting the company's
bottom line.

KEY ACHIEVEMENTS.
• Demonstrated robust leadership qualities by efficiently guiding and organising a team, ensuring the completion of daily tasks, and
fostering a positive and efficient work environment.
• Maintained high standards of service quality by establishing and enforcing organisational benchmarks, significantly contributing to
overall customer satisfaction levels.
• Collaborated smoothly with diverse teams, aligning efforts towards customer-centric strategies and initiatives, resulting in heightened
customer retention and strengthened loyalty.
• Received praise for exceptional multitasking skills, effectively managing diverse responsibilities encompassing report preparation and
team coordination, contributing to a 30% enhancement in overall operational efficiency.

EDUCATION
• Bachelor of Science [BSc.] Mass Communication
National Open University of Nigeria
• National Diploma [O.N.D.] Mass Communication
OSISATECH Polytechnic