ABUBAKAR, Salamot Oyenike
Customer Service Executive | Sales & Technical Support Specialist
Gbagada, NG.About
Highly accomplished Customer Service Representative with over six years of comprehensive experience across telecommunications, retail, and financial services. Proven ability to excel in diverse customer-facing roles, including sales, technical support, and account management, consistently achieving high resolution rates (up to 95%) and customer satisfaction (over 90%). Proficient in leading CRM software like Zendesk and Kayako, leveraging strong communication and problem-solving skills to drive positive outcomes and enhance customer loyalty.
Work
Airtel Africa
|Customer Service Executive
Lagos, Lagos State, Nigeria
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Summary
Manages complex customer accounts and technical line issues for a leading telecommunications provider, ensuring service continuity and upholding customer trust.
Highlights
Managed over 40 daily customer inquiries, encompassing sales of service plans, account management, service query resolution, and account cancellations, contributing to customer retention.
Successfully reconnected disconnected customer lines and verified original ownership for line swaps, enhancing service reliability and security protocols.
Conducted in-depth research on highly complicated accounts to deliver comprehensive service solutions and provide critical support for upper management decisions.
Proactively identified and reported unswapped lines to management, facilitating timely corrective actions and maintaining network integrity.
Smark Minimal
|Customer Service/Sales Representative and Cashier
Badagry, Lagos State, Nigeria
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Summary
Delivered exceptional customer service and drove product sales in a retail environment, consistently achieving high resolution rates and maintaining customer satisfaction.
Highlights
Resolved 95% of customer inquiries across phone, email, and in-person channels, significantly contributing to customer retention and positive brand perception.
Managed and updated customer data using CRM tools, ensuring 100% accuracy and timely information for personalized service delivery.
Successfully advertised and advised customers on newly introduced products and quality selections, directly impacting sales and customer purchasing decisions.
Fielded and resolved over 90% of customer complaints to satisfaction, maintaining a positive rapport even during challenging interactions.
Mastered in-house customer service and sales systems, including Zendesk-powered platforms, to streamline operations and enhance service efficiency.
M.T.N Momo Agent
|Sales Representative
Lagos, Lagos State, Nigeria
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Summary
Facilitated mobile financial transactions and expanded the user base for MTN's Momo App, ensuring seamless service and account management.
Highlights
Assisted a significant volume of MTN customers with financial transactions via the Momo App, ensuring secure and efficient service delivery.
Successfully onboarded new customers, contributing to the expansion of the Momo App user base and market penetration.
Managed the retrieval and activation of dormant customer accounts, restoring access and enhancing user engagement.
Provided direct customer support for mobile money services, resolving transaction-related inquiries and technical issues.
Adelani Oil Company
|Sales Representative and Cashier
Badagry, Lagos State, Nigeria
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Summary
Efficiently processed sales transactions and resolved customer concerns while supporting critical inventory and logistics operations for an oil distribution company.
Highlights
Processed transactions accurately and efficiently, handling a high volume of sales while maintaining customer trust and satisfaction.
Resolved customer complaints regarding billing and services, ensuring positive outcomes and preserving client relationships.
Contributed to inventory management and replenishment efforts, ensuring product availability to meet customer demands.
Provided expert advice to customers on quality materials for their projects, enhancing sales conversions and customer confidence.
Assisted in the logistical management of goods movement from company to site, optimizing delivery schedules and operational flow.
Abisec Computers Training Institute
|Computer Operator and Customer Support
Badagry, Lagos State, Nigeria
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Summary
Delivered high-quality IT support and computer literacy training, enhancing client satisfaction and educational outcomes for students.
Highlights
Provided exceptional customer service by assisting clients with diverse IT-related inquiries, resulting in improved satisfaction rates.
Conducted comprehensive tutoring sessions for students on basic computer operations and essential applications, fostering digital literacy.
Attended to all customer requests promptly and efficiently, significantly enhancing overall service satisfaction and operational flow.
Maintained computer systems and resolved technical issues, ensuring smooth operation for both training programs and client services.
Education
FEDERAL POLYTECHNIC OFFA KWARA STATE
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Higher National Diploma
Mass-Communication
Grade: 3.45/4.0
KWARA STATE POLYTECHNIC, KWARA STATE
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National Diploma
Mass-communication
Grade: 3.33/4.0
Languages
English
Certificates
Professional Diploma in Customer Service Relations
NYSC Certificate of Completion
NNPC Foundation/Kudimata Basic Financial Education Certificate
Diploma in Desktop Publishing
Skills
Customer Service
Customer Relationship Management, Customer Support, Technical Support, Complaint Resolution, Client Satisfaction, Sales Support, Troubleshooting, Customer Care.
Communication
Excellent Communication Skills, Verbal Communication, Written Communication, Active Listening, Interpersonal Skills.
Software Proficiency
Zendesk, Kayako, Microsoft Office Suite, CorelDRAW, PhotoShop, Adobe Premiere Pro, CRM Tools.
Operational Efficiency
Data Management, Inventory Management, Logistics Support, Transaction Processing, Typing (65 WPM), Account Management.
Sales & Marketing
Product Promotion, Customer Advising, Sales, Financial Transactions, Customer Acquisition.