Jennifer Adebayo

JENNIFER ADEFEMI Customer Experience Specialist --|https://www.linkedin.com/in/jenniferadebayo/ CAREER PROFILE Results-oriented professional with a robust background in customer service and human resources administration, poised to excel in a customer experience role. Leveraged exceptional problem-solving skills to achieve a 95% satisfaction rate in resolving employee grievances, leading to a 20% reduction in turnover. Demonstrated prowess as a Customer Service Representative, maintaining a 95% satisfaction rate while handling over 30 daily inquiries. Implemented proactive strategies to address escalated issues, resulting in a 20% decrease in complaints and driving a 15% increase in customer retention and loyalty. With this background, I am well-equipped to deliver exceptional customer experiences and foster lasting relationships. EXPERIENCE Human Resources Administrator — Optiva Capital Partners (LAGOS,NIGERIA) August 2022 - PRESENT ● ● ● ● ● Achieved fair resolutions for employee grievances and complaints, resulting in a 95% satisfaction rate and a 20% reduction in employee turnover. Managed 5 branches in Nigeria, overseeing 800+ employees with a team of 5 HR staff members, ensuring efficient HR operations and compliance. Organized and maintained employee records, payroll data, benefits information, and performance reviews accurately, leading to a 100% data accuracy rate and streamlined HR processes. Collaborated with department heads to identify staffing needs and developed effective succession plans, resulting in a 15% improvement in talent retention and development. Implemented proactive measures to address staffing gaps, resulting in a 10% increase in overall workforce productivity. Customer Service Representative — Sitel and Novacroft (UK, REMOTE) April 2020 - March 2022 ● ● ● Responded to over 30 telephone inquiries and complaints daily, maintaining a 95% customer satisfaction rate through precise and professional service delivery. Utilized effective communication methods and problem-solving skills to ensure positive interactions and resolutions, resulting in a 20% reduction in escalated issues and complaints. Proactively followed up with customers and employees to gauge overall satisfaction, driving continuous improvement initiatives and fostering ● ● customer loyalty. Achieved a 90% customer satisfaction rating through proactive follow-ups, reinforcing the commitment to enhancing customer experience and loyalty. Implemented feedback-driven improvements, resulting in a 15% increase in customer retention and loyalty. Trainee Teacher (Special Educational Needs) — LTF Recruitment Agency, LONDON November 2016 - March 2020 ● ● ● ● ● Increased student engagement by 50% through the implementation of innovative teaching methods and interactive classroom activities. Monitored student progress, identified areas for improvement, and implemented targeted interventions, resulting in measurable academic advancement with a 25% increase in student performance. Actively participated in workshops, conferences, and training sessions, leading to enhanced teaching methodologies and continuous improvement in instructional practices. Achieved measurable academic advancements through targeted interventions, resulting in a 25% improvement in student performance outcomes. Enhanced teaching methodologies through participation in professional development activities, resulting in a 20% increase in student achievement and overall academic success. EDUCATION BSC Psychology — South Bank University, LONDON, September 2013 - July 2016 Health and Social Care — Barking and Dagenham College, LONDON, September 2010 - July 2013 SKILLS ● ● ● ● ● ● Contract & Account Management Customer Relationship Management Prospecting & Negotiation Customer Retention Strategies Contract Renewal Management Customer Feedback Analysis & Data Analysis ● ● ● ● Customer Training and Onboarding Market Research, Cross-selling & Upselling Cultural Sensitivity & Asynchronous working G-Suite, Slack, Asana, Zendesk, SPSS, AWS, Cirrus CERTIFICATIONS Certified Cloud Practitioner |Amazon Web Services |B2B Sales Foundation | Data Analysis |Microsoft Data Analysis |Technical Support Fundamentals