Abdulrasaq Suliyat

Results-driven Commercial Call Centre Agent with 3 years of progressive experience in inbound and outbound sales, customer retention, and complaint resolution within fast-paced commercial environments. Proven ability to consistently exceed KPIs — including call handling time, first-call resolution (FCR), and monthly revenue targets. Combines strong persuasive communication with a customer-first mindset to drive upselling, cross-selling, and long-term client loyalty.

Adept at CRM platforms, multi-channel customer support, and high-volume call queues.

Administrative & Records Officer at University of Ibadan Muslim Community (UIMC) (2025-01 – Present)

• Manage official correspondence, membership databases, and meeting documentation, demonstrating strong organisational and written communication skills that complement call centre reporting requirements.
• Coordinate scheduling and event logistics, liaising with multiple stakeholders and ensuring timely, accurate communication across all channels.

Commercial Call Centre Agent (Senior) at Alerzo Nigeria Ltd (2022-03 – 2025-02)

• Managed an average of 100–120 inbound and outbound commercial calls daily, handling product enquiries, order placements, pricing negotiations, and complaint escalations for FMCG and retail clients.
• Consistently achieved monthly sales targets by upselling and cross-selling product lines, recording a 40% personal upsell conversion rate quarter-on-quarter.
• Resolved customer complaints within agreed SLAs, maintaining a 95% customer satisfaction score (CSAT) and an 88% first-call resolution (FCR) rate.
• Onboarded and educated new commercial clients on Alerzo's ordering platform, reducing repeat onboarding queries by 35%.
• Maintained accurate call logs, order records, and customer profiles in the CRM system (Zoho CRM), ensuring data integrity for the sales pipeline.
• Collaborated with the field sales team to follow up on leads, converting 60% of warm leads generated from outbound campaigns into active accounts.
• Mentored 3 new call centre recruits on product knowledge, call scripts, and objection-handling techniques during their onboarding period.
• Identified recurring customer pain points and escalated feedback to management, contributing to a product FAQ update that reduced average handling time (AHT) by 18%.

Customer Service & Sales Representative at Ayonitemi Enterprises (2019 – 2022)

• Handled inbound customer enquiries, processed commercial sales orders, and maintained ongoing relationships with a portfolio of 80+ business clients via phone and in-person interactions.
• Consistently ranked top 3 on the sales team by meeting and exceeding monthly revenue targets through proactive follow-up and client engagement.
• Made targeted outbound calls during promotional campaigns, generating a 25% increase in repeat orders over campaign periods.
• Maintained detailed records of client interactions, orders, and complaint resolutions to support management reporting and CRM accuracy.

Sales Assistant at Rihhad Cakes and Confectioneries (2016 – 2017)

• Assisted customers with product selection, processed sales orders, and handled cash transactions with accuracy and courtesy.

B.Sc. (Ed) in Human Kinetics Education – University of Ilorin (2019 – 2024)

WAEC Senior Secondary Certificate – Al-Lateef Model College (2012 – 2017)