Customer Service Manager
Resume:
Foluso Amusa
Email: **********@********.***
Address: Mansfield
City: Detriot
State: MI
Zip: 48227
Country: USA
Phone: 313-***-****
Skill Level: Management
Salary Range: $80,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Foluso AMUSA
Compliance Manager at Bacardi-Martini Limited
**********@********.***
Summary
With broad- experience in business development, Project Management, Business Consulting & Analysis, Procurements, Customer Services,CRM, Business Process Model, SLA agreement, Executive Marketing, Sales and Branding techniques, Strategic Business Planning and Project Implementation, Risk Analysis, Training & Development, Retail and Corporate Business Compliance, Corporate Presentation e.t.c. Ability to quickly build strong relationships, understand commercial aspects, establish credibility and work with the business to affect change in a fast paced, dynamic and pressurised environment. Always interested in early-stage start-ups, new challenges with focus on inner and wider area business promotion with growth in turnover as well as companies -on the bubble.-
Education
Anglia Ruskin University
MBA, Business Administration, 2010 - 2011
APMG
PRINCE2, Project Management, 2010 - 2010
Grade: Certified Practitioner
University of Westminster
B.Sc. (Hons), Computer Networks and Communication, 2006 - 2006
Grade: 2:1
Maryland Comprehensive Secondary School Maryland
GCSE/A `Levels, 1993 - 1993
Certifications
PRINCE2 Certified Project Management Practitioner
APMG UK April 2011 to April 2016
Interests
Building Strong Business Relationship; Leadership & Coaching Training; Socialising & Networking
Experience
Retail Compliance Manager at BARCADI
August 2012 - February 2013 (7 months)
* Ensuring compliance with policies and procedures in key areas and to provide MI and other reporting to the board and other business units. Looking after large number retail stores and ensuring the beer, wines and spirit products is compliant across the retail business.
* Visiting non-compliant stores and using analytical skills to problem-solve and provide recommendations on solutions/initiatives to improve compliance in all retailing stores.
* Analyses various processes and products, existing or new, by addressing required processes under the Compliance program framework (risk assessment, to documenting controls, and to implementing testing)
* Works with management and staff in areas of the organization affected by alterations in business practices to ensure understanding and implementation of new policies and procedures.
* Working directly with retail store managers and departmental managers on products compliance, adequate product stocking, stock control, Planogram designs and implementations in stores, and also improving sales of products most especially wines and spirits. Liaise with manufacturer on product delivery information and compliance issues.
* Staff training, recruitment, development.
* Provide Compliance input to business wide policies. Respond to requests for advice from business units, support departments regarding compliance related matters e.t.c.
* Develops/amends written policies and procedures related to products and processes.
* Supervises and/or performs periodic testing to determine effectiveness of unit`s compliance to regulatory requirements, internal policies, and best practices
* Directs and assists staff with the development or revision of policies, procedures, contracts and agreements to ensure compliance.
Customer Relations Manager at TICKETMASTER ENTERTAIMENT (LONDON OLYMPICS 2012)
July 2012 - September 2012 (3 months)
To delegate and implement policies and procedures, to deal effectively with customer requirements and complaints, develop and implement policies and procedures, coordinate and controls the work of those within the Olympics games venues, discuss customer responses with other managers with a view to improving the service quality, plan coordinate and direct the operations, supervise junior staff where required.
Managing booking, sales and reservation of tickets of events games throughout the London Olympics 2012
Clients Service Manager at SAMSUNG ELECTRONICS (UK) Ltd
June 2011 - August 2012 (1 year 3 months)
Responsible for the planning, successful execution and follow up for a diverse range of customer retention campaigns, along with producing their annual budget, monthly forecast, and other business reporting as required.
* Track performance of key activity elements including KPI`s, SLA, resources, costs and client satisfaction, actively seeking solutions where required, communicating issues and celebrating successes..
* Responsible for the planning, successful execution and follow up for a diverse range of customer retention campaigns, along with producing their annual budget, monthly forecast, and other business reporting as required.
* Track performance of key activity elements including KPI`s, resources, costs and client satisfaction, actively seeking solutions where required, communicating issues and celebrating successes.
* Campaign Planning & Execution: Responsible for conceptualizing and managing a diverse range of customer retention campaigns and initiatives. This includes idea generation and exploration, preparing and presenting proposals, overseeing the creative and production processes and championing successful execution.
* Campaign Analysis: Analyse campaign outcomes in detail, using a variety of proprietary software applications. Draw insights and present results clearly to facilitate sound decision making on next steps. Budget/Forecast: Build a detailed, bottom-up annual budget for areas of responsibility. Supply key inputs to the quarterly reforecast, using the most accurate, up-to-date information available.
* Special Projects: Participate in a variety of special projects as requested, including explorations of system or process improvements, new retention categories, and joint projects with Customer Service.
* Customer Focus: Working with Customer Service, Marketing Services and Operation to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value.
Customer Service Manager at SAINBURY`S Supermarket Ltd
June 2011 - July 2012 (1 year 2 months)
Manage statistical analysis to help the business understand what our customers are telling us and how satisfied they are with the level of service that the Customer Service Centre provides. I support my team to deliver service and/or manage other resources to deliver service using analysis and judgment. Ensure customers are attended to within a reasonable time - agree KPIs and Service Level Agreement (SLA). Staff training and development; Provide actionable insight that allows the business to understand customers better than anyone and to deliver our value of `No one tries harder for customers` .Use insight, to identify areas in which to reduce customer contact and increase productivity, and influence change across the business,Improve product, policy and process knowledge.
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Customer Service Supervisor at PC WORLD (DIXONS GROUP)
December 2010 - June 2011 (7 months)
Ensure that the Customer Services team respond to each customer enquiry in a timely and comprehensive manner, and consistently operate to an excellent standard. Ensure customers are attended to within a reasonable time - agree KPIs. Managing team of customer service and sales advisor giving direction on how to promote products, meet or surpass customers` expectation, meet store targets and increase profits base of the store at all times. Involve in recruitment, training and development of new staffs into the department. Identify training needs within the department and agree how to address these with the Customer Service Manager. Ensure the team has the right procedures in place and access to necessary information to help them operate as efficiently as possible.
Business Development Executive at ACER
July 2010 - December 2010 (6 months)
* Responsible for my own sales lead generation, appointment setting and preparations;
* I actively and successfully manage the sales process: lead generation; credentials pitch; asking questions; Solution pitch; negotiation; close; handover to the account management team;
* I rigorously pursue any sales leads which have been passed to the internal sales team;
* Building customer relationship with both existing and new clients, Winning new business opportunities and increase sales margins;
* I prepare and present your own presentations with effectiveness and authority. I represent at industry events, tradeshows, Campaigns and promotional events;
* I create and be accountable for all client proposals, contracts and any further documentation, following internal procedures; Reporting and Documentation of all Business process modelling
* I take consultative approach to winning business and gaining a thorough understanding of clients` marketing objectives including their Return On Investment (ROI) objectives;
* I effectively interact with other departments including the account management and technical team when handing over campaigns ensuring you fully and correctly brief in all aspects of the sale;
* Keeping abreast of issues affecting search engine marketing companies and the search engine industry and collecting competitor intelligence;
Trainee Business Analyst (12 Months Work Placement) at ERNST & YOUNG
July 2009 - June 2010 (1 year)
Engaging with senior stakeholders, analysing requirements and managing scope to ensure that the project follows change management methodologies.
Performing detailed analysis and gathering requirements / clarification from the business when necessary.
Strengthen the internal IT organisation by delivering improvements with respect to the organisation`s data, digital assets, technology and people.
Define the target operating model and proposing initiatives to reduce technology acquisition, implementation and operating costs
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2nd Line Support Engineer (6 Months Contract) at EC HARRIS LLP
October 2005 - March 2006 (6 months)
Install and configuring computer systems; Monitoring and maintaining computer systems and networks; Administer telephone systems; Provide Telephone support to the business; Troubleshoot system and network problems, diagnose and solve hardware/software Incidents/problems; Provide and create support documentation, including analysing existing departmental procedures and defining new ones if appropriate; Install, maintain, and support business applications; Install, maintain and support new applications; Prioritising and managing several open cases and mini projects at one time; Testing/evaluating new technology.
Skills: Technical skills in Windows OS, Microsoft Office / Outlook 2010, Active Directory, Networking (DNS, DHCP, TCP/IP), Backups / Restorations, Remote Access tools and Citrix
IT Administrator at OCEANIC BANK INT'L PLC
January 2003 - June 2005 (2 years 6 months)
* I was responsible for effective running of the banking technologies, provisioning, installation/configuration, operation, budgeting and maintenance of systems hardware and software and related infrastructure. Participates in technical research and development to enable continuing innovation within the infrastructure.
IT Support Engineer (Internship) at HULL BLYTH
February 2001 - January 2002 (1 year)
* Installing and configuring computer systems; Diagnosing and solving hardware/software faults Logging customer/employee queries; Analysing call logs to spot trends and underlying issues.
* Monitoring and maintaining computer systems and networks;
* Talking staff/clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues;
* Troubleshooting system and network problems and diagnosing and solving hardware/software faults; replacing parts as required;
* Providing support, including procedural documentation and relevant reports; Following diagrams and written instructions to repair a fault or set up a system; Supporting the roll-out of new applications;
* Setting up new users' accounts and profiles and dealing with password issues; Responding within SLA - agreed time limits to call-outs;
* Working continuously on a task until completion (or referral to third parties, if appropriate); Prioritising and managing many open cases at one time;
* Rapidly establishing a good working relationship with customers and other professionals, e.g., software developers; testing and evaluating new technology;
* Conducting electrical safety checks on computer equipment.
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Skills & Expertise
Project Management
Analysis
Strategic Planning
Sales
Service Level Agreement (SLA)
Customer Relationship Management (CRM)
Management Consulting
Software Documentation
Procurement
Business Analysis
Customer Service
ICT
Coaching
Contract Negotiation
Social Networking
Negotiation
CRM
KPI implementation
KPI Reports
Team Building
Program Management
Business Strategy
New Business Development
Financial Analysis
Strategy
Recruiting
Business Planning
Team Leadership
Microsoft Office
Risk Management
Budgets
System Administration
Operations Management
Product Development
Forecasting
Business Process Improvement
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Foluso AMUSA
Retail Compliance Manager at Bacardi-Martini Limited
**********@********.***
5 people have recommended Foluso
"Enoch is a proactive and efficient person. He pays attention to detail and drives any task assigned to him to a successful completion. While he was at Oceanic bank, he resolved issue swiftly without supervision. He is technically sound, reliable and intelligent. His promptness and time consciousness is one of his traits that I would live to remember. I recommend you to any employer who needs your professional service."
- Austin Ukpebor, Network Engineer, Oceanic Bank Int'l Plc, managed Enoch indirectly at Samsung
"Foluso is a very detailed oriented, skilful, articulate, well organised, principled partner. He makes sure things are well organised and presented, hardworking and selfless service toward the business and clients. Also very talented and resourceful for any potential organisation."
- Dr Tony Tunbosh, Director, Kingsland College of Business Studies, was a consultant or contractor to Enoch at KCBS
"Enoch is a seasoned professional, that always wants to achieve and deliver the best in everything he does."
- Timothy Ayodele, IT Manager, Media Monitoring Services, was a consultant or contractor to Enoch at OCEANIC BANK INT'L PLC
"Foluso is a hardworking,dedicated and industrious person always out to go an extra mile in his duties.He is proactive and has an excellent IT experience to succeed on his work."
- Yomi Ogunbajo, Microsoft Exchange Administrator/Senior System Support Analyst, AFD,UK., managed Enoch at OCEANIC BANK INT'L PLC
"Foluso is not just intelligent and hardworking but very easy to get along with in the workplace. I would recommend him as he would be an asset to any company."
- Ovie Egbedi, Systems Engineer, OCEANIC BANK INT'L PLC, worked directly with Enoch at OCEANIC BANK INT'L PLC
Contact Enoch on LinkedIn
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