Customer Success Associate
Resume:
Oyedeji Fikayo
PROFILE
Dedicated and customer-focused professional with a proven track record in customer success and support. Adept at managing client relationships, resolving issues, and ensuring customer satisfaction. Skilled in onboarding, training, and supporting customers to achieve their goals with the product. Strong communicator with the ability to work cross-functionally to improve the customer experience and drive retention. Seeking to leverage extensive experience and skills in a Customer Success Associate role to contribute to customer success and business growth. EXPERIENCE
United Airlines . Illinois, United States
Customer Success Associate April 2024 - Date
● Provide exceptional customer service and support to passengers from booking to post-travel.
● Address and resolve customer inquiries, concerns, and complaints through various channels, including phone, email, and in-person interactions.
● Assist customers with booking, ticketing, and rebooking flights, ensuring accuracy and adherence to airline policies.
● Collaborate with internal departments, including sales, marketing, and operations, to enhance the overall customer experience.
● Monitor customer feedback and work with the team to implement improvements in service and processes.
● Track and report on customer success metrics, including satisfaction scores, retention rates, and issue resolution times.
● Conduct follow-up communications with customers to ensure their needs are met and to gather feedback on their experience.
Ecobank Nigeria Limited . Lagos, Nigeria
Corporate Account Relation Officer March 2023 - October2023
● Developed and maintained strong relationships with a diverse portfolio of clients.
● Addressed client inquiries and provided personalized financial solutions.
● Conducted comprehensive financial analyses to assess client accounts and identify growth opportunities.
● Collaborated with clients to develop customized financial plans aligned with their objectives.
● Conducted risk assessments for client accounts to ensure compliance with regulatory standards.
● Organized and conducted financial literacy workshops for clients.
● Exceeded quarterly cross-selling targets by 20%, contributing to overall revenue growth. CreditRegistry (Credit Bureau) Plc. Lagos, Nigeria Customer Success Associate July 2021 - March 2023
● Resolved service issues for 10+ customers daily, consistently meeting and exceeding targets.
● Created and managed customer surveys to measure satisfaction and identify improvement areas.
● Investigated and resolved customer inquiries and complaints, maintaining high service standards.
● Implemented operational improvements resulting in a 20% reduction in service turnaround times.
● Followed up with customers about resolved issues to ensure ongoing satisfaction and goodwill.
● Educated customers about billing, payment processing, and support policies. Island Chiropractic Clinic Lagos, Nigeria
Executive Assistant (Internship) June 2021 – July 2021
● Assisted with all administrative and personal tasks including scheduling meetings, organizing international travel, and distributing memos.
● Registered, organized and reviewed patients’ appointment
● Managed correspondence and prepared documents and presentations. EDUCATION
Babcock University Ogun, Nigeria
B.Sc. International Law and Diplomacy September 2017 - June 2021 SKILLS & TOOLS
Skills: Complaint Resolution, Training Development, Professional Telephone Demeanor, Communication, Teamwork, Critical Thinking, Problem Solving, Attention to Detail, Creativity, Customer Education, Operational Improvement, Client Relationship Management, Financial Analysis, Risk Assessment, Customer Service, Conflict Resolution, CRM Software Proficiency, Airline Reservation Systems, Customer Relationship Management, Data Analysis, Time Management, Multitasking, Adaptability. Tools: Zendesk, Microsoft Office suite, Asana, Zoho, Involve.me, Sendinblue
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