Kayode Adebayo

8, Bishop Hughes Street, Off College Road, Ogba, Lagos. Nigeria -- Kayode Adebayo Customer representative expert Professional profile I am a motivated and self-directed team player able to build rapport with team members and clients. I acquire skills quickly and successfully take on new challenges. I command a strong background in customer satisfaction enhancement, marketing and project management. I am adept in accomplishing multiple tasks simultaneously, and work well under pressure. I am an extremely creative customer representative enthusiast with a goal of simplifying, fast-tracking customer inquiry process. Skills & Abilities Customer Service Management Project Management Customer Satisfaction Enhancement Team Work HTML/CSS Microsoft Office Java QA & UAT Management Experience Customer representative/TECHNICAL SUPPORT Life impact foundation. Nigeria April 2014 – Till Date I am instrumental in winning bid for global impact foundation project, including getting the approval and setting up the infrastructure. I devised the strategic plan, marketing plan and operational plan for the organization which contributed to 100% occupancy in 2 years •Conduct research to address customer concerns. Identify and resolve technical issues with a variety of diagnostic tools to creatively reduce customer inquiry rate. •I created a self-starter package and solution to improve customer experience for feedback on services rendered. •Analyze customer feedback from the knowledge base to improve experience by improving the QA base portal reducing customer inquiry rate by 4%. •Provide an amazing personalized experience to each customer by effectively diagnosing and solving day-to-day customer concerns and issues through various support channels such as emails, calls, blogs and social media platforms. •Answered an average of 70 calls per day while simultaneously processing changes on policies and updating contact history and call logs. Team lead, administration and support Rohi group. nigeria Nov 2009 – Nov 2013 I reviewed the loss-making business unit into a profit-making unit by increasing the revenue by more than 200% through cutting internal expenses and, pushing advert on new product. I identified and negotiated deals with vendors for infrastructure set up for the new projects. I reduced the costs and lead time by modifying the procurement procedures and identifying new vendors. •Created standard operating procedure used in accurately monitoring clients with positive feedback which improved customer service and satisfaction and increased profit margin. •Slashed payroll/benefits administration costs 17% by negotiating pricing and fees, while ensuring the continuation and enhancement of services. •Analyzed statistics and other data to determine the level of customer service performance achieved by the team. •Evaluated changing factors to achieve high customer satisfaction level. •Developed the customer service policy for the organization •Developed customer service procedures, performance level and QA standards for the organization. •Managed front-end operations to ensure friendly and efficient transactions at checkout. •Created company's first employee manual including training and development. •Responded promptly to resolve customer inquiries and complaints. •Managed customer’s database accounts, performed customer verification and processed application, orders and request. customer care representative The wedding store. nigeria March 2005 – Sept 2009 I promoted the customer service efficiency and reach in five months by partnering with print and visual media to project solution based automated response system to address customer issues. •Answered an average of 30 calls per day addressing customer inquiries, solving problems and providing new product information. •Communicated with vendors regarding back order availability, future inventory and specials orders. •Provided an elevated customer experience to generate a loyal clientele through quick response and brand marketing. •Implemented marketing strategies that resulted in 10% growth of customer base. •Effectively communicated with and supported sales, marketing and administrative teams on a daily basis to improve customer experience. •Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems. •Helped drive sales goals and achieve monthly quotas. •Performed Quality Control on all customers’ orders. •Followed up with clients to ensure optimal customer satisfaction. •Coordinated order fulfilment. •Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. •Investigated and resolved service issues and product problems. Volunteer experience Global entrepreneurship week(GEW) Nov 2014, Nov 2015 •Facilitated on SMEs and the effects of good customer relationship. •Supervised sales of merchandise from project for community work. • Facilitated on translating business requirements into technical solutions; quality, usability, security and availability to meet customers’ needs. The united states agency for international development(USAID) MAPS (MALARIA ACTION PROGRAMME FOR STATES) - NIGERIA August 2012 •Provided logistics assistance for State Level Management Training (SLMT). •Contributed to a reduction in operational cost of 12%. •Coordinated smooth running of the training including payment of participants. •Took corrective action in the case of accidents and delays to minimize extra expenses. •Monitored the workshop workflow for 40 participants. •Supervised the work of 10 transportation personnel. •Prepared documents for payments claims for participants. • Complied and accurately entered electronic data for analysis. Education lagos state university - Lagos state, nigeria B.Sc. Computer Science (2015) olabisi onbanjo university – ogun state, nigeria Higher Diploma. DATA PROCESSING. (2007) CERTiFIcation •Oracle Certified Java Developer 2015 •Daystar Leadership Academy 2013 Advanced certificate course in Project Management, System development, Organizational growth and Entrepreneurship •RegChales Foundation 2014 Capacity Development Associate (Customer Relations)