Customer Service Manager

Location:

Lagos, Nigeria

Posted:

September 18, 2020

Contact this candidate

Resume:

OLABOYE, Bolatito Kafilat

Lagos State, Nigeria

+234**********

***************@*****.***

BRIEF

A result-oriented and self-motivated professional with 9+ years’ experience in customer service, customer relationship management, sales and marketing. I have constantly demonstrated success in identifying business opportunities and formulating strategies to improve objectives and achieve managerial goals and target.

SKILLS AND COMPETENCIES

Excellent communication (verbal and written) skills

Competent at client relationship management

Adept at project management

Proficient at record maintenance

Excellent team player with competent leadership skills

Competent at performance management

Adept at People management with excellent interpersonal skills

Proficient in the use of Microsoft Office applications such as Microsoft Word, Excel and PowerPoint

EDUCATION

MBA, 2015

Obafemi Awolowo University, Osun State

PGD Business Management, 2010

Lagos State University, Lagos State

B.Sc. Economics, 2006

University of Ilorin, Kwara State

TRAININGS & CERTIFICATIONS

Certificate in Advertising and Branding, 2008 (Orange Academy)

Call Centre Operations – Six Sigma / Project Management (I-Care Training)

Emotional Intelligence

PROFESSIONAL ACHIEVEMENTS

I facilitated increase in team efficiency by planning and organizing UET training sessions

I assisted the sales team in achieving their monthly sales targets through customer service training on retention and winning new clients.

I designed and established new methods to service trade partners which led to increased loyalty to my organization

I was awarded the following:

Commendation letter for outstanding performance

TechMahindra Rising Star award for outstanding performance in 2013

Star Performer award for outstanding performance in 2014

Star Performer award for outstanding performance in 2015

EXPERIENCE

CLIENT SERVICE/BUSINESS DEVELOPMENT MANAGER at GRS Insurance Brokers

July 2018 – Date

Taking decisions on insurance policy records from time to time and acting as business partner to other business heads;

Part of the decision making in the organization to determine the profitability of any new ventures. (Risk analysis of new business)

Part of my responsibility as a manager is to bring in commission income of not less than 60% of income per person

Ensure no cash payment allowed and net premium must be paid to underwriters within one week of receipt of premium

Supervise customer service/business development executives to ensure we deliver timely

Building and maintaining business relationship with new and existing clients

Preparing reports for insurance underwriters

GROUP TEAM LEADER, TRADE HELP DESK at TechMahindra-BPO to Airtel Nigeria

May 2017 – June 2018

I was responsible for vetting and sending clients report at pre-set time, provide intelligence report based on VOC.

I communicated issues, impact, resolution and duration to clients based on approved escalation matrix.

I managed and coached a team of 60 agents and 3 team leads by providing feedback and conducting weekly/ Bi monthly and monthly review with a goal to improve on weak areas.

Prepared weekly, monthly and quarterly trade report.

TEAM LEAD, OPERATIONS (TRADE/DEALER PROCESS) at TechMahindra-BPO to Airtel Nigeria

2012 – 2017

I was responsible for planning and scheduling all resources and utilizing associate expertise to achieve Service Level (SL) and Answering Level (AL).

I ensured highest level customer satisfaction by resolving queries efficiently.

I executed call centre strategies and classified, examined and recommended opportunities with BPO partners to maximize customer approval, as well as improve methods to administer TPs and high-end customers.

I was responsible for collating various call centre performance reports by collecting, analysing, and summarising data trends; promptly resolve TP queries by collaborating with operations team member.

TEAM LEAD, PREPAID CALL CENTRE at TechMahindra-BPO to Airtel

2012

DEALER HELP DESK at Airtel Nigeria – TechMahindra

2011 – 2012

CUSTOMER SERVICE REPRESENTATIVE at Zain Nigeria

2009 – 2011

REFERENCES

Chief Sina Elusakin

Chairman, GRS Insurance Brokers

*********@*****.***

070********

Alhaji Jani Ibrahim