Daniel Macaulay

Daniel Macaulay House 3, Road 6, Dominion Estate CDA, Aleke, Ikorodu, Lagos, Nigeria | - |-| LinkedIn Profile SUMMARY ● ● ● ● Passionate about delivering exceptional customer experiences. Possesses proven track record of boosting customer satisfaction and streamlining service efficiency. Excels at tackling complex issues with creative problem-solving, CRM expertise to personalize support and team collaboration. Proven ability to resolve customer issues swiftly and efficiently, driving a 20% decrease in resolution times and a consistent 98% satisfaction rating across roles. EDUCATION Federal University of Agriculture – Abeokuta, Nigeria BSc., Water Resources Management and Agrometeorology April 2019 - September 2024 WORK EXPERIENCE Customer Support Representative August 2024 - Present Macaulay’s Bridals, Cakes and Events – Lagos, Nigeria ● ● ● Achieved a 98% customer satisfaction rate by resolving customer inquiries across chat, email and phone. Streamlined workflows to reduce resolution times by 20%, prioritizing high-impact tasks for optimized operation by collaborating with senior staff. Leveraged CRM tools (HubSpot, Freshdesk, Zendesk) to enhance client interactions, increasing team efficiency by 15%. Industrial Trainee - Department of Works and Physical Planning August 2023 - December 2023 Caleb University – Lagos, Nigeria ● ● ● ● Provided full administrative support, improving departmental efficiency by 10% through organized task management and communication strategies. Coordinated with teams on water system projects, ensuring timely updates to stakeholders and achieving a 100% project completion rate on schedule. Assisted in overseeing remodeling projects, leveraging problem-solving skills to address and resolve client inquiries promptly. Demonstrated attention to detail and a dedication to service excellence by interacting with several departments to distribute crucial information and memos. Head of Customer Relations February 2020 - August 2022 Macaulay’s Bakery - Lagos, Nigeria ● ● ● ● Cultivated strong relationships and loyalty by actively interacting with consumers to understand their needs, resulting in a 30% repeat customer rate. Streamlined customer follow-up processes by documenting communications, reducing customer complaints by 20% through timely resolutions. Increased bakery sales by 25% by promoting and educating customers on various products, contributing significantly to company growth. Collaborated closely with team members to enhance service workflows, which led to a smoother and more efficient customer experience, increasing positive feedback by 40%. Event Decoration Intern (Part-time) November 2020 - Present Macaulay’s Bridals, Cakes and Events – Lagos, Nigeria ● ● ● ● Ensured exceptional customer experiences by collaborating with over 50 clients to understand their event needs, contributing to a 95% client satisfaction rate. Improved event setup efficiency by 20% through precise organization and timely setup of tables, chairs, lighting, and décor, resulting in consistently well-received event aesthetics. Managed décor sourcing within budgets, negotiating vendor costs and achieving a 15% reduction in material expenses, ultimately enhancing profitability. Created decorative backdrops and enhanced event atmospheres, directly impacting client and guest satisfaction with an estimated 40% positive feedback increase on ambiance. ACHIEVEMENTS Short Film Production (Title: ONE DAY or DAY ONE) https://youtu.be/c68w5BmiBJw?si=b-UOHM669tfDFFrV September 2024 Certification in Stage Lighting from Terra Academy for the Arts (TAFTA) August 2024 Certification in Script writing from Terra Academy for the Arts (TAFTA) August 2024 Certification in Graphics Design for Design Expo master class by Ephatha designs SKILLS Teamwork ● INTERESTS Film Making ● LANGUAGES English - Fluent Effective Communicati on Customer Service Excellence ● Climate change Leadership ● Travel CRM Software (Freshdesk, Zendesk, HubSpot) February 2024 Problem Solving and Process Improvement