Customer Service Manager

Location:

Alagbado, Lagos, Nigeria

Posted:

April 13, 2019

Contact this candidate

Resume:

OLALEYE, FRANCIS OLATUNDE, ACE

*, ******* ****** ******,

OFF AIT ROAD, OKE – ABIYE,

ALAGBADO - LAGOS

TEL: 080******** / 090********

**********@*****.*** / ****************@*****.***

OBJECTIVE

Energetic Shift Manager with commitment to high standards of service, performance and integrity. Focused on customer needs and anticipates requests to develop first-rate experience. Dedicated and reliable with organized, proactive and problem-solving nature. SUMMARY OF QUALIFICATIONS

ACE, B. Sc AND SSCE

PRIMARY SKILL

Embarking on research and development

Ability to work effectively with minimal supervision Ability to work under pressure

Competence with Internet and Computer Applications PERSONAL DETAILS

Place of Birth: Ibadan

Sex: Male

Marital Status: Married

State of Origin: Osun - State

L.G.A: Oriade

Home Town: Ijebu Jesa

Nationality: Nigerian

EDUCATIONAL BACKGROUND AND QUALIFICATIONS OBTAINED WITH DATES 1. Olabisi Onabanjo University, Ago-Iwoye, Ogun State B. Sc (ED) Accounting

Second Class Honour 2005

2. Government Day Secondary School, Alore – Ilorin, Kwara State 1999 PROFESSIONAL EXPERIENCE

Organization Position Date

MTN Nigeria Team Lead: Operation (EBU) January, 2016 till date ISON BPO Intl,

54, Tinubu Road,

Ita-Eko, Abeokuta

Ogun State.

Responsibilities

1 Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback

2 Training staff in areas of customer service and company policies. 3 Guide and direct customer service team towards achieving operational goals 4 Ensure that customer service team has excellent communication, problem solving and professional phone etiquette skills for achieving customer satisfaction. 5 Ensure that customer complaints are resolved in a professional manner. 6 Provide supervision and technical assistance to customer service team to attain departmental and organizational goals.

7 Determine work procedures, work schedules, and workflow for customer service staff.

8 Ensure that the customer calls are handled and answered in a timely and accurate fashion.

9 Develop standard procedures and policies for improving the service provided to customers.

10 Conduct meeting with Managers to discuss about process improvements and issues. 11 Maintain in-depth working knowledge of the company’s brands, systems and processes.

12 Monitor business and process metrics to measure and manage customer service effectiveness.

13 Educate customers about organization’s products or services. 14 Maintain communication with customers via emails, phone calls, mails, etc. 15 Prepare documentation and reports on routine customer correspondence for future reference purpose.

Organization Position Date

MTN Nigeria Call Center Representative September, 2014 - December, 2015 Mayfair Garden,

Lekki – Epe Express Way,

Awoyaya - Lagos.

Responsibilities

1 Giving adequate information on MTN Products and Services. 2 Resolving Customers queries relating to MTN Products and Services. 3 Maintaining good Customer relation when resolving queries from customers. 4 Review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship management. 5 Achieve at least 90% score in ES Customer Satisfaction internal surveys. 6 Perform Service fulfilments for Enterprise customers (i.e. SIM Swaps, Migrations, etc.).

7 Constant analysis of Managed customer database for Revenue and Debt management.

8 Work with product, UAT and support teams to validate new products, new systems and Upgrades.

Organization Position Date

Foyeh Limited Accountant May, 2011 - September 2014 36, Alabi Street,

Gbagada - Lagos.

Responsibilities

1 Preparing weekly Bank reconciliation.

2 Preparing project costing and analysis.

3 Maintaining and updating all company’s financial records using Accounting Software.

4 Maintaining and updating Company Stock.

5 Setting up Accounting Process and Procedures.

6 Recommending adequate financial internal control process and procedures. Organization Position Date

Pramark Consult Ltd Admin. /Accounts Officer September, 2007– April, 2011 106/108 Oshodi/apapa

Expressway, Lagos.

Responsibilities

1 Preparing weekly Bank reconciliation.

2 Preparing project costing and analysis.

3 Maintaining and updating all company’s financial records using Accounting Software.

7 Maintaining and updating Company Stock.

8 Setting up Accounting Process and Procedures.

9 Ensuring Proper Office Administration and Ensuring strict compliance with all office rules and regulations.

Karshi Development Council Accounts Officer September, 2006 – Uke, August, 2007

Nasarawa State.

Responsibilities

1 Monthly preparation of staff pay roll

2 Daily posting of petty cash and backup files.

RESEARCH PUBLICATIONS

1. The effect of Pre-instructional Strategy on Students’ performance in selected accounting concepts at Senior Secondary School level (An Unpublished long- essay for the Award of B. Sc. (ED) in Accounting Olabisi Onabanjo University, Ago Iwoye).

ADDITIONAL ACTIVITIES

Corps Liaison officer, National Youth Service Corps, Karshi Development Area Council Uke Nasarawa State 2006/2007 AWARD

National Youth Service Corps, Nassarawa State Award 2007 LANGUAGES

English and Yoruba

PROFESSIONAL AFFILIATIONS

* Associate Member, Institute of Chartered Economists of Nigeria (ICEN). 2007

* Student Member, Institute of Chartered Accountants of Nigeria (ICAN) HOBBIES

Reading, Writing and Football

REFEREES

1. MR OGUNDIRAN SUNDAY

52, Buari Street,

Olorunsogo,