Customer Service Manager

*

Aremu Abisola

Email address: ***********@*****.***

Mobile number: 080*-***-**** or 080*-***-****

Carrer Summary :

I am a vibrant, result driven customer service expert with over seven years of cognate experience with proven track record of achievement, demonstrating success by providing exceptional customer service, while providing strategic management to increase sales and profitability. Successfully secured key clients while increasing bottom line ; tenacious in generating new businesses, ensuring customer loyalty and fostering strong relationships turning customers to advocates; exceptional mentor, coach and excellent team player. Personal Data :

Sex: Female

Marital status: Married

1. Synapse Services Limited

Mangoro Ikeja.

Customer Service/Admin Manager August 2018 to date As the first point of call to customers, my responsibilities include responding to customer enquiries via phone call, e mails and face to face and resolving customer problems. Supervising

and managing the customer service team, training staff members to provide the highest standards of customer service and ensuring that all company policies are followed.

In addition, I also perform various administrative duties and oversee daily operations in the facility, as well as supervising and supporting staff.

Customer Service Role:

Communication, I respond to all customer enquiries over the phone, physical contact e mail and e commerce platform

Customer satisfaction, i ensure that customer needs are met and exceeded by 100%

Customer Data, I update the customer data base and promote customer loyalty

Customer retention, I ensure that our customer becomes an advocate of the brand

Team work, I encourage team work across board

Conflict resolution, I resolve queries with unsatisfied customers.

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Administrative duties :

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Planning and coordinating administrative procedures and systems and devising ways to streamline processes, and with a drive for cost optimization.

Training other administrative personnel and allocating responsibilities.

Ensure the smooth running of daily business operations, and adequate flow of information within the company.

Managing schedules and deadlines.

Organizing and attending company internal and external events.

Planning and coordinating all local and international travel, accommodation and logistics arrangements for management and staff.

Monitoring inventory of office supplies and the purchasing of new material.

Monitoring costs and expenses to assist in budget preparation

Overseeing facilities services, maintenance activities and vendors.

Organizing and supervising other office activities and special projects (renovations etc.)

Ensuring operations adhere to policies and regulations.

Keeping abreast with all organizational changes and business developments.

Negotiating contracts and agreements with vendors.

Maintaining corporate relationships.

Overseeing the management of all support staff (drivers, cleaners, kitchen staff etc).

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2. So Fresh Neighborhood Market

71 Opebi Road,

Ikeja Lagos.

Customer Service Manager January 2016 to July 2018. My main role was to achieve 100% customer satisfaction by resolving customer related issues, planning and implementing call center strategies and operations, improving systems and processes, coaching and mentoring staff to achieve 100% in quality assurance.

Responsibilities.

Call center management and Training for Staff

I led the team of call center agents to achieve these within three months

I set up the call center with an interactive voice response in October 2016.

I installed the Airtel Pabx in December 2016 and achieved 90% efficiency in running the call center daily

I developed training materials and train all new staff in customer service Orientation, telephone etiquette and problem resolution skills.

I achieved 90% in quality assurance by listening to calls to improve quality, minimize errors and track operative performance

I resolved service related issues with excellent communication skills.

I negotiated with corporate clients, and develop customer loyalty and retention schemes.

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I ensured that all equipment, phones, laptops, internet facility and airtime are available for the smooth running of the call center daily

I resolved customer's queries by troubleshooting to identify and solve customers’ needs and achieved 80% customer retainer ship Social Media and E commerce Platform

I increased sales by 90% by managing the e commerce platform; responding to customer inquiries via phone, emails, Instagram, WhatsApp and physical contact

Community Engagement

Influencer marketing

Promoting the brand by engaging market influencers on the e commerce platforms, instagram, twiter, whatzapp and face book

Increasing traffic on Instagram and facebook

Design Thinking

Conducting surveys to understand customer references and purchase pattern.

Designing new products to suit the customer needs Administrative Duties

I generated monthly reports and appraise all the staff in the call center quarterly

I ensured that all office materials needed to run the office are available

I ensured smooth running of operations daily in a fast paced environment

I attended official meetings on behalf of the managing director Communication skills

I communicated effectively with both staff and customers in writing, via calls, e mails and face to face

Team Building

Mentoring

Coaching

Training

Delegation

Project Management

Setting Direction and Planning

Delegation of duties

Risk Assessment

Monitoring and Evaluation

Presentation of the Project

Problem Solving and Decision Making.

Responding to customer needs and resolving issues with dissatisfied and angry customers

Using Root Cause Analysis for solving problems and generating sustainable systems and structures within the organization.

3. Communications Network Support Service Limited

Contact Center Limited

Plot 12 Industrial Area May Fair

Gardens

Lekki Epe Express Way Lagos.

Mtn Nigeria Customer Care Representative August 2014 to October 2015. 4

Customer

Service and

Management

Training

Responsibilities:

I responded to an average 107 in bound customer calls within six hours.

I sold products and services of Mtn Nigeria over phone

I updated customer accounts using Sieble customer relationship software

(CRM).

I resolved customer's queries by troubleshooting to identify and solve customers’ needs.

I managed customer account using Siebel Customer Relations Management Application

I resolved conflicts with dissatisfied customers 4. Brent House Private School

39 Ajenishe Street Ajuwon Alagbole Road Ajuwon

Ogun State.

Administrative Executive October 2013 – July 2014

Responsibilities

I attended to various customer service related issues.

I performed various administrative duties

I responded to parents enquiries via telephone and emails

I prepared minutes of PTA meetings

I reported directly to the Head of School.

5. Partners HC (Protocol services company)

Muritala Mohammed International Airport, Ikeja, Lagos. Customer Service Manager November 2006 to September 2009

(Attached to Lufthansa German Airline MMA, Lagos

I organized training for all staff on a quarterly basis

I trained all new staff

I prepared weekly and monthly reports

I attended to customer correspondences

I ensured that customer expectations are met

I met and greet customers

I attended to customer enquires

I assisted passengers in checking in procedure

1. TREAT NET TRAINING ON DRUG DEPENDENCE TREATMENT OCTOBER, 2018

United Nations Office on Drugs Crime (UNODC)

Patient Professional Partnership

Setting Direction and Planning

Operational Management

Leadership and Team Work

Organizational Change

2. PROJECT MANAGEMENT FOUNDATION TRAINING, PRINCE 2 5

JULY,2018

Project Management and Prince 2 overview

Organization and the Business Case

Business Case

Plans

Risk and Progress

Quality and Change

Processes Starting up a Project, Directing a Project 3. MBA, SPECIAL EXECUTIVE MASTER’S PROGRAM (SEMP)

MAY TO JULY 2018.

Metropolitan School of Business and Management UK.

Introduction to Strategic Management

Organizational Knowledge

Information Systems Strategy

Understanding Strategic Management

Understanding Competitive Environment

Understanding the Competitive Environment

Stakeholder Analysis

Strategic Thinking for Operations

Product and Process Design

Planning and Control 1, Capacity and Demand

Planning and Control 2, Inventory and Scheduling

Financial Reporting to External Stakeholders

Cash Flow.

4. PROBLEM SOLVING AND DECISION MAKING SKILLS SEPT, 2016 Lagos Business School, Lagos

Organizational Behavior, Judgment in Crisis

Criteria for decision making

Identifying a problem

Decision Making Process.

5. MTN CUSTOMER SERVICE TRAINING AUGUST, 2014

Effective communication

Listening skills

Resolving Customer Queries

HR Learning Delivery

HR Learning Management

6. CUSTOMER SERVICE WORKSHOP AUGUST, 2008

Customer Service Orientation

Types of Customers

Customer Expectation

Telephone Etiquette

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7. TEAM BUILDING WORKSHOP AUGUST, 2008

Importance of Team Work

Relationship management skills

Planning and Time Management

Networking

Conflict Resolution

Education

Other

Qualifications

B.Sc (Honors), Physiology

University of Ilorin, Kwara State, Nigeria 2000-2004 Certificate in Spoken French

Alliance Francaise GRA Ilorin 2005

Skills I am proficient in the use of customer relationship management software

(CRM), Vend Software, Microsoft office tools- Word, PowerPoint, Excel and Visio.

Hobbies

References

Solving Problems, coaching and mentoring people, developing strategies and frame work.

Available on request

Contact this candidate