Adeola Akande

Customer-focused Call Centre Agent with hands-on experience in inbound/outbound call handling, customer complaint resolution, and payment follow-ups within the solar energy sector. Proven ability to improve customer satisfaction, reduce payment defaults, and maintain accurate CRM records. Skilled in communication, issue escalation, and performance target delivery in fast-paced environments.

Adept at supporting customer retention and delivering high-quality service aligned with organizational KPIs.

Call Centre Operator - Bboxx Energy Access Nigeria - Lagos State, Nigeria

(2025-12)

• Handle high-volume inbound and outbound calls, addressing customer inquiries, complaints, and service requests
• Provide accurate information on solar products, payment plans, and service processes
• Escalate complex technical or billing issues to relevant departments for resolution
• Maintain detailed records of all customer interactions using CRM systems
• Conduct post-service follow-ups to measure customer satisfaction and improve retention
• Support collections by engaging customers with overdue payments
• Handled an average of 85 customer interactions daily, maintaining high service consistency
• Achieved 95.5% customer satisfaction (CSAT) score through effective issue resolution and communication
• Maintained 90% first-call resolution (FCR) rate, reducing repeat customer contacts
• Reduced overdue customer accounts by 20%+ through structured payment follow-ups and reminders
• Consistently met Average Handling Time (AHT) targets (<5 minutes) while maintaining quality standards
• Logged 100% of customer interactions accurately in CRM, improving data reliability for reporting and follow-up
• Contributed to a 15% increase in customer retention via proactive post-service engagement

Assistant Store Manager - Sun King (formerly Greenlight Planet) - Lagos State, Nigeria

(2025-01 - 2025-11)

• Delivered front-line customer service, resolving inquiries and complaints efficiently
• Managed inventory operations including stock receiving, tracking, and dispatch using FIFO methodology
• Maintained accurate stock records (GRN, GIN, stock cards) and supported audit processes
• Coordinated spare parts inventory and ensured availability for field operations
• Conducted daily cycle counts and monthly stock reconciliation
• Improved inventory accuracy from ~85% to 98% through disciplined stock tracking and cycle counts
• Reduced stock discrepancies and losses by 30% via strict adherence to FIFO and audit controls
• Managed and fulfilled 200+ customer transactions monthly, ensuring timely service delivery
• Achieved 90%+ customer satisfaction rating by resolving customer complaints promptly at point-of-service
• Maintained 100% compliance with stock documentation (GRN, GIN, stock cards), supporting audit readiness
• Processed and tracked 500+ inventory units monthly, ensuring accurate dispatch and reconciliation

Customer Service Representative - Covenant University Consultancy Services Ltd - Lagos State, Nigeria

(2021-01 - 2021-12)

• Managed customer inquiries via phone, email, and in-person channels, ensuring prompt and professional responses
• Resolved customer complaints by identifying root causes and implementing appropriate solutions
• Maintained accurate records of customer interactions, transactions, and feedback in internal systems
• Provided information on services, processes, and billing to enhance customer understanding and satisfaction
• Escalated complex or unresolved issues to relevant departments in line with service protocols
• Supported administrative coordination to ensure seamless service delivery
• Achieved over 90% first-contact resolution rate, reducing repeat inquiries and improving efficiency
• Improved customer satisfaction scores through timely response and effective issue resolution
• Reduced complaint escalation rate by 25% through proactive problem-solving and clear communication
• Maintained 100% accuracy in customer records and documentation, supporting audit and compliance processes
• Consistently met response time targets and service level agreements (SLAs)

Higher National Diploma (HND) - Accountancy - Federal Polytechnic, Ilaro (2024)

National Diploma (ND) - Accountancy - Federal Polytechnic, Ilaro (2020)