Open to opportunities

Olawale Abdulfatai

@olawaleabdulfatai

Message

Experienced Customer Service Advisor with a focus on client engagement.

United Kingdom

Message

What I'm looking for

I am seeking a challenging role in a dynamic organization that values exceptional customer experiences and offers opportunities for professional growth.

I am an experienced Customer Service Advisor with over 5 years of expertise in client engagement, issue resolution, and sales optimization. My proficiency in leveraging CRM tools like Salesforce has allowed me to streamline workflows, enhance customer satisfaction, and consistently achieve performance targets. I take pride in my ability to improve customer journeys, reduce churn rates, and contribute to overall business growth.

Throughout my career, I have achieved significant milestones, including a 97% first call resolution rate and maintaining an 85% customer satisfaction rate for two consecutive years. My role at Pennon Water Services involved collaborating with cross-functional teams to enhance service quality, resulting in a 15% increase in customer satisfaction. I am passionate about delivering exceptional customer experiences and am eager to bring my skills to a forward-thinking organization.

Experience

Work history, roles, and key accomplishments

Customer Service Advisor

Pennon Water Services

May 2023 - Jul 2024 (1 year 2 months)

Attained 97% first call resolution by providing prompt service and escalating complex issues to relevant departments. Collaborated with cross-functional teams to maintain service quality, enhancing customer satisfaction and retention by 15%.

Customer Service Conflict Resolution CRM Data Analysis

Contact Centre Advisor / Credit Control Officer

Ecobank Nigeria Limited

Apr 2015 - Sep 2021 (6 years 5 months)

Developed and executed proactive customer service strategies, which involved actively reaching out to at-risk customers. This initiative successfully led to a 10% reduction in service rates, enhancing customer satisfaction and retention. Led client onboarding processes, educating new customers on banking services, which increased digital banking adoption by 30%.

Customer Service CRM Digital Banking Process Improvement

Education

Degrees, certifications, and relevant coursework

Bournemouth University

Master of Science (MSc), International Tourism and Hospitality Management

Grade: Merit

Successfully completed a Master’s degree at Bournemouth University, UK, with a Merit classification. Developed advanced skills in customer relationship management, service quality improvement, and data analysis during the program.

University of Ilorin

Bachelor of Science (BSc), Sociology

Grade: Second Class

Completed a Bachelor of Science degree in Sociology at the University of Ilorin, Nigeria, achieving a Second Class classification. Gained foundational knowledge in sociological theories and research methods.