Customer Care Service

Olatunbosun David Adeyinka, ACIPM

**, ***** ****, *****: 070********, 080********

Ikosi-Ketu, Lagos. Email: *************@*****.***

SERVICE QUALITY LEAD, CUSTOMER EXPERIENCE

Sales Office Management Customer Care Training Performance management

Energetic and dynamic service professional with over 13 years’ experience in Customer service delivery, business process improvement, monitoring of quality service level agreement, training, Product development and Performance management with sales experience within a diverse environment which has developed and enhanced abilities in sales management and merchandising all in a context of work and customer retention. A self-directed, flexible, team-oriented and quick learner with excellent communication and interpersonal skills who consistently applies expertise in quality management systems, performance management and service improvement toward meeting and exceeding company goals and objectives.

Areas of Expertise

Sales

Performance Management

Strategic Planning/Analysis

M.S Office Suite

Customer Retention & Experience

Training & Development

Team Leadership

Universal Acceptance Test (UAT) management and conduct

Competitive Intelligence

Service Improvement

Professional Experience

IKEJA ELECTRIC - Corporate Headquarters, Opposite MITV, Alausa, Ikeja, Lagos.

Service Quality Lead, Customer Experience (January 2018-Date)

Deliver and champion service improvements to improve the customer experience across all channels

Oversight monitoring and supervision of the day to day operations of all customer care activities within the department.

Monitor and ensure all customer complaints are resolved within stipulated TATs according to customer care procedures / processes at first level and taking responsibilities for issues that requires second level resolution on the Customer Relationship Management (CRM) application.

Manage all complaints and report from Team Members

Coordinate and supervise complaint resolution and all Team Members in order to meet and exceed customer service expectations

Identifying operational gaps, identify global best practice-observe and coach staff /volunteers to improve standards, knowledge, skills and behaviour and provide recommendations as appropriate.

Accomplishes quality assurance human resource objectives by orienting, training, coaching, counselling; communicating job expectations; planning, monitoring, appraising, reviewing job contributions; enforcing policies and procedures.

Monitor the Quality of Service level Agreement and enforce all standard operating procedures across customer care unit

Evaluate potential candidates for essential skills thereby ensuring that they are the right fit for the organization.

Identify training needs by evaluating strengths and weaknesses, translating requirements into trainings that will groom employees for the next step of their career path

Facilitate and implement a mentorship/remediation plan for staff who consistently fail to make improvements based on

Feedback.

Ensure turnaround time, compliance with procedures, accurate documentations are adhered to within the department

Ensuring all operations in customer care are in line with best practice and maintaining set standards.

Monitor and evaluate all customer care staff performance, review productivity and reports (daily/monthly)

Performance Management and Evaluations- review of customer care staff performance expectations and goals, including all KPIs and metrics (productivity, quality, customer satisfaction, attendance/punctuality, schedule adherence etc.) upon which staff performance evaluations will be based.

Collate and analyse customer expressions of dissatisfaction and complaints, QMS, mystery shopper and Net Promoter Score feedback, ensure that NPS increases across the organisation over time

Develop and Implement quality assurance best practices, as well as a robust performance measurement model which provided a basis for performance monitoring, appraisal and management as well as coach staff members to improve performance.

Assess the performance of each individual across all the touch points and provide relevant performance metrics to all parties.

Provide initiatives to improve customer satisfaction, based on the corporate customer care policies, in the business.

Ensure periodic coaching sessions based on the employee’s performance feedback - Deliver training courses

Ensure that standards are maintained across all locations including other associated (3rd party) licensee (Franchise locations, payment channels, etc.).

GLOBACOM NIGERIA LIMITED - 143A, Ahmadu Bello Way Victoria Island, Lagos

Quality Assurance Specialist – Customer Care (December 2008 – December 2017)

Laid out business process of the company’s Products and Services starting from the customer service point of view and ending in clear, easy and quick solutions.

Monitoring and managing improvement in productivity through systems, trends and analysis.

Monitor the compliance level of Service Agreement.

Identifying Business/Service improvement.

Engaged in documenting process, maintaining it and carrying out periodic reviews for improvement and ensuring full compliance.

Getting insights from customers to be used for product development.

Monitoring trends and initiating appropriate steps/actions to improve on performance and productivity.

Planning, developing, implementing & evaluated training/ instructional curriculum programs and their effectiveness.

Conducting trainings and presenting findings.

Monitoring and benchmarking performance within the industry and competitors.

Highlight poor customer service, trends real time to provide quick resolution.

Maintain records of individuals and teams and Identifying training needs of staff.

GLOBACOM NIGERIA LIMITED - 143A, Ahmadu Bello Way Victoria Island, Lagos

Customer Care Specialist – (February 2005 – December 2008)

Troubleshooting and providing support service for Subscribers.

Management of subscriber queries, complain, request and enquiries.

Escalation to appropriate unit complaints requiring further technical resolution.

Assists with complaints, orders, errors, account questions and other queries and provide instant resolution of customer issues, complaints and requests on Voice and mobile applications.

Interfaced between different sections of the company to ensure superior customer satisfaction.

Educate and promote value added services and new schemes to subscribers.

Asol Nigeria limited - 12, Olanrewaju St. Oregun Ikeja, Lagos

Customer care executive - (January 2004 – December 2004)

Ensure smooth customer management relationship.

Managed and service customer portfolios.

Managed customers purpose requisition forms.

Perform follow up and after sales services to customers.

Maintained data base to reward customers.

SPLENDID INTERNATIONAL SCHOOLS

School Coordinator – (May 2003 – December 2003)

Supervised other teachers in carrying out their primary functions.

Coordinated daily briefing sessions to outline daily work procedures.

Developed Teaching modules and create learning manuals.

Conduct and coordinate examinations

OTHER EXPERIENCE

National youth service corps (nysc)

Government Secondary School takur, Jigawa State. – (January. 2002 – January 2003)

Developed teaching modules and create learning manuals.

Conduct and coordinate examinations

Education

Master of Business Administration, (Human Resources Management), University of Education, Winneba, Ghana, 2014

Bachelor of Science Education, Chemistry/Education, (2:1), University of Maiduguri, Borno State, 2001

Secondary School Certificate Examination, Federal Government College, Maiduguri, Borno State, 1993

Chartered Institute of Customer Relationship Management, 2008

Chartered Institute of Personnel Management, 2019

Trainings

Leadership Development Program (Word of Faith Bible Institute WOFBI)

Basic Certificate Course (BCC) July 2004

Leadership Certificate Course (LCC) July 2012

Certification, Certified Service Provider, (CSP), August 2013 by Service Strategy (Service Capability & Performance)-16885 West Bernardo Drive, Suite 300 San Diego, CA 92127 in conjunction with Cedar and Oaks (Service Strategy’s affiliate in Nigeria).

Competency Based Interviewing Skills Workshop, May 2019 by Human Capital Partners- 95, Badagry Way, Dolphin Estate, Ikoyi, Lagos

Awards

Certificate of Exceptional Service, National Youth Service Scheme, Jigawa Chapter, Nigeria. Dec 2002

Personal Details

Date of Birth: 11TH, September 1978 • Sex: Male • Nationality: Nigerian

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