TAYE JENNIFER AGBONJIMI
Lagos, Nigeria-| - | LinkedIn: Taye Agbonjimi
PROFESSIONAL SUMMARY
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Detail-oriented Customer Experience professional with proven expertise in client relationship management and service delivery. Demonstrated
success in optimizing customer journeys, managing complex service interactions, analyzing data, identifying trends, and implementing actionable
solutions to enhance customer satisfaction and foster long-term loyalty across diverse environments. Track record of improving customer retention,
achieving 70% increases in customer satisfaction scores through streamlined processes and personalized service. Combines strong communication
and interpersonal skills with analytical abilities to effectively support customer needs. Recognized for service excellence through multiple
commendations.
SKILLS
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● Customer Relationship Management: Client Communication | Needs Analysis | Service Delivery | Issue Resolution | Feedback Collection |
Relationship Building | Personalized Service | Customer Retention | CRM Systems Management | Service Level Agreements (SLAs) | Customer
Journey Mapping
● Technical Skills: CRM Systems | Communication Platforms (e.g., email, chat) | Data Analysis Tools | Feedback Management Software | Survey
Platforms | Help Desk Software | Reporting Tools | MS Office Suite
● Operations & Project Management: Process Improvement | Project Planning & Execution | Change Management | Resource Allocation |
Budget Management | Data Analysis & Reporting
PROFESSIONAL WORK EXPERIENCE
Customer Experience Manager
Credlanche Finance Ikeja, Lagos
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(November 2023-Present)
● Develop and implement customer-centric strategies that result in a 70% increase in customer satisfaction and retention rates.
● Analyse customer feedback and data to identify key pain points and areas for improvement. Lead the implementation of initiatives that streamline
processes and improve service efficiency, resulting in a more positive and seamless customer experience.
● Effectively manage and resolve complex customer escalations, demonstrating strong problem-solving and conflict-resolution skills while
maintaining a positive and professional demeanour.
Customer Experience Center Agent
(August 2021-October 2023)
GIG Logistics Ring Road, Ibadan
● Awarded the 2022 Most Friendly Staff Award (Lagos & West Region) for exceptional client service and dedication to exceeding expectations.
● Consistently exceeded customer expectations by proactively understanding their shipping needs and recommending cost-effective solutions.
● Reduced customer inquiries by 15% through clear explanations of shipping processes and proactive shipment updates.
● Maintained 98% order processing accuracy, ensuring seamless delivery experiences.
● Resolved customer issues efficiently, achieving a 95% customer satisfaction rating.
● Addressed client inquiries and concerns promptly and professionally, resolving any issues to their satisfaction and building strong client
relationships.
Customer Service Representative
Vals Travel Agency Bodija, Ibadan
(February 2021-May 2021)
● Consistently provided comprehensive travel planning assistance, resulting in a 10% increase in repeat customer bookings.
● Successfully leveraged online platforms to secure competitive pricing, saving customers an average of 15% on travel expenses.
● Managed the entire booking process efficiently, achieving a 99% accuracy rate in travel arrangements.
● Streamlined visa and travel insurance processing, reducing customer wait times by 20%.
● Provided exceptional customer support, achieving a 95% customer satisfaction rating.
Taye Agbonjimi: Customer Services, Data Analysis, Business Administration
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Customer Service Representative (Team Member)
(Dec 2018 - March 2020)
Filmhouse Cinemas Ng Dugbe,Ibadan
● Awarded "October 2019 Staff of the Month" for consistently exceeding expectations through exceptional customer service.
● Provided a warm welcome and delivered exceptional customer service to moviegoers, ensuring a positive and enjoyable cinema experience.
● Efficiently addressed customer inquiries and resolved any issues related to movie showtimes, ticket pricing, and concessions.
● Proactively upsold cinema extras such as popcorn, drinks, and other concessions, enhancing the customer experience and contributing to
increased sales.
● Maintained a clean and welcoming environment in the lobby and concession area, contributing to a positive overall cinema experience.
EDUCATION_____________________________________________________________________________________
Obafemi Awolowo University - (Nigeria)
● Masters of Business Administration (In View)
2026
Kogi State University - (Nigeria)
● Bachelor of Science in Library and Information Science
2017
CERTIFICATION
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● Customer Service Professional | CISCSM
2025
● Associate Membership | CISCSM
2025
● Diploma Chartered | CISCSM
2025
● Data Analysis | IJAN AFRICA
2025
January 29, 2025
Taye Agbonjimi: Customer Services, Data Analysis, Business Administration
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