Customer Service Manager
Resume:
Morenike Adelaja
346-***-**** Email: *************@*****.*** Houston, TX
CUSTOMER SERVICE MANAGER
PROFESSIONAL SUMMARY
Results-driven customer service manager with a proven track record of boosting company success and fostering long-term relationships. Skilled in leadership, problem-solving, and time management, with a passion for driving client satisfaction. Seeking a challenging full-time role to leverage interpersonal skills, exceptional time management, and problem-solving abilities to drive success and growth.
SKILLS
Communication skills Accuracy Time Management Scheduling Leadership skills Status Reporting Attention to detail Team Management Technical skills Competency People Management Organization Skill Documentation Empowerment Empathy and emotional intelligence Microsoft Office Suite Collaboration Microsoft Teams Conflict resolution skills Google Suite Problem-Solving Skills Customer Service Data analysis skills Analytical Skills Verbal and Written Communication Coaching and development skills Adaptability Knowledge of industry regulations and standards
EDUCATION
●Bachelor of Arts — English Language and Literature Babcock University, Ogun State, 2013
●Associates Degree — English Language (HCC), Houston Community College, 2017
WORK EXPERIENCE
Customer Service Manager Wazobia Market, Houston, TX 01/2021 – Present
Supervise and lead a team of up to 50 customer service representatives, providing guidance, coaching, and feedback to ensure excellent service.
Ensure high levels of customer satisfaction by resolving customer complaints and addressing issues promptly.
Develop and implement customer service standards, policies, and procedures to ensure consistent service delivery.
Set performance goals and metrics, conduct regular evaluations, and develop improvement plans for representatives.
Conduct regular quality assurance reviews, evaluating representative performance and providing feedback.
Generate reports and analyze data to identify performance metrics, trends, and areas for improvement.
Develop and implement strategies to retain customers and increase customer loyalty.
Ensure customer service processes and procedures comply with company policies, industry regulations, and standards.
Customer Care Supervisor Treatlane, Houston TX 02/2017 – 12/2020
Overseeing the processing and fulfillment of customer orders, ensuring timely delivery and accuracy.
Collaborating with production team to ensure cakes meet quality standards and customer specifications.
Maintaining in-depth knowledge of cake products, including ingredients, flavors, and decorating options.
Assisting sales team with customer inquiries, product information, and order processing.
Gathering and analyzing customer feedback to identify areas for improvement and implement changes.
Providing training and development opportunities for customer service representatives to ensure excellent service.
Gather and analyze customer feedback, implementing changes to improve service and customer satisfaction.
Customer Service Supervisor Agero Roadside Assistant, Houston, TX 01/2015 – 01/2017
Supervise and lead a team of 20 customer service agents, providing guidance, coaching, and feedback to ensure excellent service.
Set performance goals and metrics, conduct regular evaluations, and develop improvement plans for agents.
Set performance goals and metrics, conduct regular evaluations, and develop improvement plans for agents.
Continuously assess and improve customer service processes, implementing changes to enhance efficiency and customer experience.
Develop and deliver training programs for agents, ensuring they have the necessary skills and knowledge to excel.
Conduct regular quality assurance reviews, evaluating agent performance and providing feedback.
Manage agent schedules and resources to ensure adequate coverage and efficient service delivery.
Customer Care Analyst TVC COMMUNICATIONS, Lagos, NG 01/2013 – 12/2014
Responded to phone, email, and social media inquiries regarding programming, scheduling, and technical issues.
Troubleshot and resolved technical issues, such as signal loss or poor reception.
Provided information on programming schedules, channel lineups, and upcoming shows.
Processed viewer feedback and suggestions to improve programming and services.
Collaborated with internal teams, including programming and engineering, to resolve viewer issues
VOLUNTEERING
DOMINION CHAPEL HOUSTON, Executive Administration, STAFFORD TX Jan. 2015 – Present
Assist Church accountant with payrolls and documentation
Help prepare bank deposits and balance account
MERCIFUL HANDS ASSISTED LIVING, Admin, SUGARLAND TX Jan 2015 - Dec 2019
Help match invoices with purchases and document
Assist resolve discrepancies and communicate with vendors
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