Ojomu Azeez Ganiyat

As a seasoned customer service professional with over 4 years of experience, I have developed a comprehensive skill set in managing customer inquiries and leading a team of customer service representatives. My role encompasses handling customer interactions through various channels including email, phone calls, and live chat, as well as providing leadership and oversight to ensure efficient and effective service delivery.

Key Responsibilities:

1. Customer Interaction:

Email, Calls, and Live Chat: Proficiently handle customer inquiries, requests, and issues across multiple communication channels, ensuring timely and satisfactory resolutions.

2. Team Leadership:

Management and Mentoring: Lead and supervise a team of customer service representatives, providing guidance, training, and support to enhance individual and team performance.

Performance Monitoring: Monitor team performance metrics such as response times, customer satisfaction scores, and resolution rates to maintain high service standards.

3. Operational Oversight:

Workflow Management: Manage daily operational tasks including workload distribution, scheduling, and prioritization to meet service level agreements (SLAs) and organizational goals.

Reporting: Prepare and analyze weekly reports on team performance, customer feedback, and operational metrics, presenting findings and recommendations to senior management.

4. Quality Assurance:

Communication Verification: Ensure accuracy and consistency in outgoing communications, verifying emails and other correspondence to uphold company standards and maintain brand integrity.

5. Collaboration and Communication:

Cross-functional Collaboration: Collaborate with other departments such as sales, marketing, and product teams to address customer issues, provide feedback, and improve overall customer experience.

Feedback and Improvement: Provide constructive feedback to team members, implement process improvements, and recommend training initiatives to optimize service delivery and customer satisfaction.

Skills and Qualifications:

Strong communication skills, both verbal and written, with a focus on clear and empathetic customer interactions.

Leadership abilities demonstrated through effective team management, coaching, and performance evaluation.

Proficiency in customer service tools and platforms for managing inquiries and tracking performance metrics.

Analytical skills to interpret data and identify trends, driving continuous improvement in customer service operations.

Achievements:

Successfully improved team efficiency and customer satisfaction metrics, contributing to overall customer satisfaction scores within a specified timeframe.

Recognized for exceptional leadership and awarded [Best customer service representative of the year] for outstanding contributions to team performance and customer service excellence.

Conclusion: In this role, I leverage my extensive experience in customer service and team leadership to ensure exceptional customer experiences and operational excellence. I am dedicated to driving continuous improvement and achieving organizational goals through effective communication, leadership, and strategic decision-making.