David Iyitor

IYITOR DAVID CUSTOMER SERVICE MANAGER - -, - Abuja, Nigeria. PROFILE A strategic Customer Service Manager with over 3 years’ relevant experience in increasing customers’ satisfaction, managing motivated teams, and increasing the customers’ retention by 30%. Well equipped in customer service strategic planning and execution, analytics, enhancing the attitude of the customers; clients and the partnered organic clients. SKILLS Customer Relationship Management Conflict resolution Team leadership Data analysis Operations Management Customer Acquisition & Retention SOFTWARES CRM : Zohodesk, Zendesk, Freshdesk, Salesforce Contact Center: Five9, Avaya, Genesys, Vizetti Communication: Slack, Microsoft Teams, Zoom, Skype Google Office : Excel, Word, Powerpoint PMS: Asana, Trello, Jira WORK EXPERIENCE CUSTOMER SERVICE/ TELESALES MANAGER Skybet B-sports Gaming Limited Feb 2024 till date ·Managed a team of 10+ customer service representatives, achieved service level agreements, and exceeded customer expectations. ·Conducted coaching and training sessions which resulted in a 30% increase in CSAT and reduced customer churn rates in 3 months. ·Implemented a low-cost gross profit software to capture different customer services; and we realized a cost cutting of 15%. ·Managing a team of four tele-sales representatives that sell products over the phone and ensured they achieved their monthly sales quotas by at least 20% and therefore contributed greatly to the growth of the company’s revenue. ·Scoped and worked with multi-disciplinary teams in the development and implementation of new products and services and the efficient management of the budgets involved and the processes that needed to be redesigned in order to achieve first call resolution handle time and resolution rate targets. ·Involved in the development of the new betting platform, incorporating customer relations Management to help facilitate the transition and which in the process led to the improvement of the customer interactions by 15%. TEAM LEAD, CUSTOMER EXPERIENCE OFFICER April 2023- January 2024 ZEgaming Nig Ltd ·As a professional, I put into practice an effective training program on the aspects of responsible gambling, resulting in a 50% enhanced customer compliance. ·Increased the achieved CSAT rating by 50% and led a team of 30+ staff members. ·Led the special achievement for the department by responding to the highest number of mammoths over 4,000 chats in 3 days. ·Got an award for excellence for my self-motivation in which I embarked on a novel idea of having a night shift to respond to all the player’s inquiries until sunrise. I was Accomplished, Competent, and extremely Talented in discharging my duties,·which earned me a promotion to a Team Lead position in a record 8 months. After I worked hard and impacted the company by boosting customer service, I was awarded the Best Staff Award for 3 months. CUSTOMER EXPERIENCE OFFICER April 2023- January 2024 ZEgaming Nig Ltd Assigned with the role of communicating with customers through various channels using CRM tools Prompt acknowledgment and resolving of all customer complaints. Engaging customers on various products offered by ZEgaming Nig Ltd Processing orders, forms, applications, and customers’ requests. Kept records of customer interactions, transactions, comments, and complaints. Communicated and coordinated with colleagues as necessary. After I worked hard and impacted the company by boosting customer service, then I was awarded the Best Staff Award for 3 months. ADMINISTRATIVE OFFICER Easy SolutionNig Ltd 2018 -2022 Prepare and analyze financial statements for the management team Initiated and implemented best and effective practices in administrative functions Answered and solved client problems relating to our services Managed and maintained accurate and up-to-date records and database Coordinated travel arrangements, meetings, and appointments for the management team Conducted research and analysis to provide insights and recommendations to management Ensured compliance with company policies and procedures Maintained confidentiality and handled sensitive information with discretion Built and maintained relationships with vendors, suppliers, and other external partners Identified and implemented cost-saving initiatives and process improvements. SECRETARY TO DIRECTOR HUMAN RESOURCES (INTERN) NIGERIAN CIVIL AVIATION AUTHORITY, LAGOS (NCAA) 2013 -2014 Assisted the Secretary in preparing Memos, Letters, and correspondences Charge of refreshments served during Directors' meetings Received both incoming and outgoing mail. Put down records of all correspondence that came in and went out of the office Managed the Director's calendar, scheduling appointments and meetings Coordinated travel arrangements and prepared itineraries for the Director Prepared and edited presentations, reports, and other documents for the Director Maintained confidentiality and handled sensitive information with discretion. KEY ACHIEVEMENTS Managed a team of 10+ customer service representatives to achieve service level agreements and exceed customer expectations. Developed and implemented customer service strategies that resulted in: - 25% increase in customer satisfaction - 15% increase in sales - 12% reduction in customer complaints Analysed customer feedback and provided insights to improve products and services Collaborated with cross-functional teams to launch new products and services Developed and managed budgets to achieve business objectives. EDUCATION HND, OFFICETECHNOLOGY AND MANAGEMENT 2014 – 2017 Yaba College of Technology, Lagos state. OND, OFFICETECHNOLOGY AND MANAGEMENT 2011 – 2013 Auchi Polytechnic, Auchi CERTIFICATIONS & TRAININGS DIPLOMA DESKTOP PUBLISHING (DDP) CUSTOMER RELATIONSHIP MANAGEMENT AQSkill HUMAN RESOURCES MANAGEMENT Alison CUSTOMER CARE SKILLS AND TELEPHONE ETIQUETTE Alison FACILITY MANAGEMENT Alison LANGUAGES English : Professional Delta ibo: Fluent French: Beginner REFERENCES References will be available upon request March 2011 December 2022 December 2022 June 2023 July 2024