Shittu Selim
Customer Service Representative with 15+ years of experience
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About
Dedicated Customer Service Representative with 15+ years of experience delivering exceptional customer support across retail, fashion, and community service sectors in both Nigeria and Canada. Proven ability to build strong customer relationships, resolve issues promptly, and maintain high satisfaction ratings. Skilled in CRM platforms, SAP systems, conflict resolution, and client engagement.
Adept at working in fast-paced environments and recognized for leadership in mentoring staff, improving service processes, and driving customer loyalty.
Experience
Customer Service Representative - J-J Couture Fashion Store - Toronto, Canada
(2024-01)
- Provide personalized service and expert product recommendations, increasing customer repeat visits by 20% within six months.
- Resolve customer issues with CRM ticketing tools, ensuring accurate tracking and follow-up, achieving a 95% satisfaction score.
- Train and mentor two junior staff on service protocols, SAP-based order tracking, and POS systems, reducing transaction errors by 15%.
- Lead upselling and cross-selling initiatives, directly contributing to a 10% increase in monthly revenue.
- Maintain accurate customer data and inventory reports using CRM and SAP, improving operational efficiency.
Customer Service Representative (Community Engagement) - Toronto Public Library – Community Services - Toronto, Canada
(2023-01 - 2024-12)
- Assisted patrons with account inquiries and digital services, recording interactions in the library's CRM system to track engagement.
- Supported community literacy programs by onboarding 150+ participants, boosting engagement by 25%.
- Provided front-desk support, managed calls/emails, and resolved conflicts with empathy and professionalism.
- Collaborated with volunteers and staff to coordinate events, showcasing leadership in organizing community service initiatives.
Customer Service Representative / Store Manager - Shukurat Abiola Store - Lagos, Nigeria
(2008-01 - 2023-12)
- Directed operations for a retail store with 1,000+ regular customers, ensuring consistent quality service and smooth SAP-based inventory tracking.
- Resolved customer escalations with diplomacy, achieving a 90%+ retention rate over 15 years.
- Designed and launched promotional campaigns that boosted seasonal sales by 35%.
- Implemented CRM and SAP systems for customer record management and stock control, reducing shortages by 20%.
- Supervised and trained staff in customer service, CRM use, and conflict resolution, increasing team efficiency and customer satisfaction.
Education
Higher National Diploma - Business Administration - Lagos State Polytechnic (2018-12)
Diploma - Business Administration - Lagos State Polytechnic (2012-12)
