Stephen Babafemi

Experience

• 

  Jumia Nigeria

  Oct 2020 - Nov 2021

  Customer Service Agent

  Customer Complaint Resolution: Provided first-contact resolution for customer complaints, resulting in a 95% satisfaction rate.Order Assistance: Assisted customers in placing orders and provided detailed process information, leading to a 25% reduction in order-related queries.Proactive Follow-Up: Engaged with prospective customers via mail and live chat, converting 40% of inquiries into sales.Documentation and Reporting: Ensured all customer interactions were properly documented, enhancing the accuracy of customer records.Achievements:1st Runner Up for CSAT (Customer Satisfaction) for a 6-month period.Winner of CSAT Challenge (Live Chat Team) with a 100% score. Show less

• 

  Coollink.ng

  Nov 2021 - Jan 2024

  Customer Care Executive

  Technical Support: Assisted clients in resolving internet issues through effective troubleshooting, achieving a first-contact resolution rate of 70%.Customer Conversion: Engaged with prospective clients, increasing conversion rates by 30% through personalized follow-ups and detailed product information.Issue Escalation: Efficiently escalated unresolved issues, ensuring a 20% faster resolution by closely following up with other departments.Systematic Documentation: Utilized a ticketing system to meticulously document customer interactions, which improved tracking and resolution processes.Achievement: Recognized as Employee of the Month (September 2023) for exceptional customer service and dedication to client satisfaction. Show less

• 

  Orthodontic Dental Enterprise

  Jan 2024 - now

  Enhanced Client Engagement: Delivered comprehensive product and service information, resulting in a 20% increase in client conversions within the first quarter.Customer Issue Resolution: Efficiently addressed and resolved customer inquiries via inbound calls, emails, and chats, improving overall customer satisfaction by 15%.Interdepartmental Collaboration: Worked closely with various teams to ensure swift resolution of issues, significantly reducing the average resolution time by 25%.Documentation and Feedback: Meticulously documented customer inquiries and feedback, providing valuable insights that led to the implementation of two new customer-centric policies.Educational Initiatives: Coordinated and led product and knowledge sessions, enhancing client understanding and satisfaction. Show less

  • Inside Sales Representative

    Jan 2025 - now

  • Customer Service Officer

    Jan 2024 - Jan 2025