Funmilayo Ito-Odudu
About Me
My name is Funmilayo Ito-Odudu and I have over 7 years of experience in a customer support role and recently concluded an 8-week program on Virtual Assistant from ALX( African Leadership).
I started out as a contact centre agent for a telecommunication company where I handled incoming calls, and resolved customer queries while upselling and cross-selling our products and services. I later moved to a gaming company where I worked mostly as a customer service specialist I handle customer inquiries, assisted with concerns and resolved issues either by phone, email, or chat.
Currently, I am working as a non-technical support specialist, where I assist customers with issues regarding their subscriptions, assist customers to understand their usage, serve as a point of contact to customers in Europe, Middle-East, and Asia (EMEA) region and I’m excited to bring my skills and knowledge in customer service to your company while also open to learning a great deal from your organization.
My skills include the following;
Hard Skills: Office Productivity Tools – Microsoft 365 (Outlook, Powerpoint, Word, Excel, and PowerBi), Slack, and Google Workspace (Gsuite).
Helpdesk and CRM Tools : Zendesk, Optima, FreshDesk, Siebel, Agility, CLM.
Soft Skills: ♦writing ♦Efficient and Reliable, Patience and Perseverance, ♦Hardworking and Diligent, ♦Empathy and Integrity ♦Active listening and Effective communication ♦Troubleshooting and Problem-solving ♦Collaboration and Teamwork.
I have been a support personnel for 7 years, I am ready to pivot in my career toward a marketing role. It is my dream to become a marketing manager. I believe that my sales experience in upselling and cross-selling products and services to customers and my understanding of people’s temperament enable me to succeed in this marketing assistant role.
I will be glad to intern with you on social media management, lead generation, blog writing and other marketing opportunities
Education
Adekunle Ajasin University, Akungba-Akoko
History and International Studies
University of Ibadan
History
Work & Experience
Contact Center Agent
ISON BPO International Limited(MTN Process)
Assessment of customers’ needs and recommendation of bespoke solutions that aligns with them. Providing prompt information to customers on products and services. Facilitated customer-based interactions on a daily basis. Handled incoming questions from customers.
Customer Service Specialist
NairaBet
Maintained knowledge of all products and services offered by the company. Ensure prompt resolution of customer’s enquiries at first point contact and collaborate with the escalation team when required. Navigated through Optima software tools to give accurate and appropriate resolutions to meet customer satisfaction. Adhered to assigned shift slots and ensured availability throughout the shift period. Onboard and train new team members on products and services.
Technical Support Engineer Microsoft (Tek-Experts)
Tek-Experts
●Act as the primary technical contact for corporate customers in Europe, Middle-East, and Asia (EMEA) region. ● Became an expert in Azure Cloud billing and subscription management by working on over 1900 support tickets with 97% resolution. ● Acted as the first point of contact for customers via phone, email, and chats, to resolve billing and subscription management issues. ● Educated cloud users on how to save cost, optimize and manage cost (budget alerts, and cost analysis) for cloud operations. ● Collaborated effectively and remotely with the internal team (sales, engineering, and product) as needed to resolve customers' subscriptions and billing issues. ● Assisted customers with understanding their cloud usage data, resolving billing disputes, processing refunds, and account statement reconciliation. ● Decreased wait time and increased response time by acting timely on support tickets as soon as they are assigned
