Akinfemiwa Deborah

Results-driven Administrative, Customer Support, and Operations Professional with over 4 years of experience delivering exceptional customer experiences, managing front-desk operations, supporting sales processes, and improving operational efficiency. Skilled in customer relationship management, client onboarding, communication, and cross-functional collaboration with a proven ability to resolve customer concerns efficiently and contribute to increased client retention and sales conversions.

Client Relationship / Realtor Community Manager - Pertinence Group - Lagos

(2023-08)

• Managed relationships with realtors and clients, ensuring seamless communication and service delivery.
• Successfully onboarded and supported over 2,000 realtors and 40+ clients through orientation and sales support.
• Coordinated routine property inspections and tours, improving client confidence and decision-making.
• Collaborated with marketing and sales teams to improve customer engagement and conversion efforts.
• Conducted proactive follow-ups with customers and inactive realtors, increasing engagement and conversions.
• Resolved 200+ customer inquiries weekly while maintaining a 90% customer satisfaction rate.
• Coordinated over 30 property inspections weekly, contributing to a 20% increase in successful sales conversions.
• Improved customer retention by 10% through enhanced onboarding and follow-up processes.
• Increased self-service resolution rates by 40% through the development of FAQs and support documentation.
• Reduced customer churn by 20% through proactive engagement and relationship management.

Front Desk / Operations Associate - Pertinence Group - Lagos

(2023-04 - 2023-08)

• Served as the first point of contact for visitors and clients, ensuring a professional customer experience.
• Managed appointment scheduling and visitor tracking processes efficiently.
• Resolved over 200 customer inquiries weekly with a high satisfaction rate.
• Developed support documentation and FAQs to improve customer self-service experiences.

Front Desk / Operations Associate - Gbenga Ojo & Co. (Legal Practitioners & Consultants) - Lagos

(2021-05 - 2022-05)

• Managed incoming calls, correspondence, and visitor interactions efficiently.
• Maintained and organized both physical and digital filing systems.
• Improved document retrieval processes and office operational efficiency.

NYSC – Front Desk Officer - Osun State College of Education - Osun State

(2019-11 - 2020-10)

• Supported front-desk operations and administrative coordination.
• Directed communications and maintained accurate documentation.

Customer Service Executive - Guaranty Trust Bank Plc

(2016-05 - 2017-05)

• Managed POS terminal distribution and post-sales support.
• Handled customer complaints and resolved issues promptly.

B.Sc.

• Business Administration - Federal University Oye-Ekiti (FUOYE)

Higher National Diploma (HND) - Office Technology & Management - Yaba College of Technology, Lagos State (2017 - 2019)

Ordinary National Diploma (OND) - Office Technology & Management - Yaba College of Technology, Lagos State (2013 - 2016)