Customer Service Experience

Temitayo Ayeni

Mobile: 639-***-****. Email: *******@*****.***

SUMMARY

Business Management professional with 10+ years’ experience in business analysis, office management, customer relationship management and managing projects of varying scope, size and complexity.

SPECIALITIES

Administration, Business analysis, Marketing, Customer Service, Project Management, Executive Support, Strategy Planning and Execution

SKILLS

Facilitating meetings between business units and implementation team.

Experience is drafting processes and developing process flowcharts using Microsoft Visio

Coordinating and Organizing

Problem Solving

Managing, Processing and Analysing Information

Researching and Investigating

Process Improvement and Program Management

Scheduling tools (MS Project, MS Excel, Sling, Wheniwork)

Collaboration tools (MS SharePoint, Zoom, MS Outlook, MS Teams, Jira, Slack and Trello)

MS Office Suite Expert (Word, Excel, PowerPoint, Visio, Access, Outlook)

Exceptional team player and self-starter

PROFESSIONAL EXPERIENCE

Sasktel, Saskatoon

Business Analyst - Customer Experience Nov 2021 till Date

• Facilitate cross-functional team collaborations.

• Work with technical and non-technical stakeholders to implement approved initiatives.

• Writing user stories and managing the product backlog

• Prioritization of product backlog and working with development team to deliver features and

solutions.

• Perform User acceptance testing on all developed solutions.

• Review, improvement, and design of customer experience processes.

• Lead the requirements gathering for customer experience initiatives.

S & P Data LLC Canada

Customer Migration Associate August-November 2021

Provide high-touch inbound and outbound voice calls, email, and chat solutions in a position requiring advanced communication and interpersonal skills to educate the customers on migration from Sprint Mobile to T-mobile.

Connect with existing and new customers to uncover their needs, provide recommendations on products and services, and partner with the customer in selecting the right products.

Resolving customers’ concerns and ensuring timely completion of the interaction.

Work in a fast-paced and result-driven environment,

Build quick connections with customers and provide a positive experience through professional communication.

Sell existing and new products to existing customers.

Entering accurate customer orders and following up till they are delivered.

Rendition of sales reports and promotional activities

First Bank of Nigeria Limited, Lagos, Nigeria

Customer Service /Relationship Manager 2010-2020

Responsible for handling customers complaints and enquiries via email or telephone for account opening, account reactivations, update of customers’ information.

Conducted regular training for my team members to ensure that we are thriving to always deliver excellent service to both internal and external customers.

Assisted with the resolution of customers’ complaints and ensuring that they are delighted.

Vast in the use of Microsoft Word, Excel, Power point and Office 365 for reports, inventories, presentations and email.

Supervised two junior customer service officers and provided guidance and training.

Responsible for keeping my team members on task, communicating customer service and retention goals.

Kept and properly filed customers documents according to the organization’s laid down procedures.

Responsible for ensuring that customer transactions and requests are treated with high level of professionalism.

Worked with the bank sales team to ensure customer needs are met, new customer acquisitions and retention.

Access Bank Plc, Lagos, Nigeria

Relationship Officer / Retail sales officer 2008– 2010

• Worked on increasing the bank’s share of banking business by acquiring new customers.

• Maintained good officer to client relationship to ensure longer banking relationships

• Managed customers’ transactions to ensure efficient services.

• Prepared credit facilities for customers to accommodate their financial needs.

• Responsible for monitoring Import Finance Procedures for Customers- Trade Line Utilization,

• Deal Confirmation, Letters of Credit establishment etc for customers that imports raw materials, semi –

finished and finished products.

• Managed the Branch's retail accounts.

• Recommended appropriate products to suit each customer's need.

Total Data Limited (Consulting and outsourcing firm) 2006 - 2008

Administrative Officer

Performed monthly accounting reconciliations and managed accounts payable for rent and utilities.

Organized meetings at varied venues.

Developed training schedules and materials.

Effectively handled all inbound and outbound communications via email and phone. Managed

confidential information in accordance with privacy guidelines.

Planned and organized office equipment within budgetary requirements.

Managed staff records. Supervised and scheduled clerical staff and security personnel.

Prepared and analyzed periodic reports and shared insights with management on office

administration.

Managed basic IT functions, oversaw health and safety, and other duties as delegated by the

Manager.

Prepared purchase requisitions and purchased items.

Provided administrative support to the Prime mover, including scheduling appointments and travel arrangements.

Efficiently managed all office operations.

EDUCATION

2006 BSc Marketing Covenant University, Ota, Ogun State, Nigeria

CERTIFICATION

2023 Certified Business Analysis Professional (CBAP ®) International Institute of Business Analysis

2023 Scrum Product Owner International Scrum Institute

2022 Harmonized Life License Qualification Program Insurance Council of Saskatchewan

TRAININGS

2021 Business Analysis Training Bluepage Consulting, New Brunswick,

Canada

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