Oluseyi Zakka

Oluseyi ZAKKA( Customer Service Executive) 985, Lagos/ Abeokuta Express Way, Ajegunle, Lagos - |- i https://www.linkedin.com/in/oluseyizakka Objective Client relations manager with years of experience in industries like financial services, education, gaming, ridehailing, manufacturing, and supply chain, with a proven track record in delivering high standards of customer support, and service. I am looking to help firms provide outstanding customer experiences that will turn their clients into loyal, life-long ambassadors. Experience KC Gaming Limited (Bet9ja) 08-2019 - Till present Super Agent - Handled more than 70 agent for the franchise and developed a team focused on customer service and results - Handled escalated customer concerns/complaints and devised creative solutions to ensure customer loyalty - Monitored phone activity to assure each member was providing top service and working to their potential - Coached and developed customer service oriented agents to meet and maintain company goals. - Organized Agents meetings in regards to new products and procedures - Generated daily, monthly and annual sales reports KC Gaming Limited (Bet9ja) 01-2017 - 06-2019 Agent - Engaged with customers on a daily basis. - Maintained database of customer transactions - Played a pivotal role in the principal company record of 324,000 new active online customer registered in 4th quarter of 2018 - Introduced and registered 89 new agent for the principal company - Escalated relevant data to the legal team in resolving materialized guideline issues - Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency - Responded to over 200 queries daily using Zendesk and other channels SaazMerchant Gold & Company Co-founder/ Customer Relationship Manager 01-2016 - 06-2019 - Communicate clear and concise answers to complex technical questions from clients - Resolved customer complaints by working cross-functionally with other teams, as well as regular follow-up on issues for prompt resolution - Worked to decrease the volume of ticket escalations from the frontline team. - Ensured customer loyalty by providing loan refinancing opportunities to our customers as they arise, in partnership with the product team GWX Logistics Limited 12-2013 - 12-2015 Employees Relationship Manager - Forged strong relationship among employees scattered around 26location in West Africa - Acted as a main point of contact of merchant partners and maintained strong profitable business relationships - Negotiated a contract and onboarded 100 Employees in 1 year. - Increased employees retention rate by 50%. - Assisted business development in forging beneficial contracts between staffs and company - Assisted employees in resolving service process conflicts - Introduced the concept of "Mystery Shopping" in other to make sure employees performance align with the company objectives Guaranty Trust Bank Customer Service Teller - Handled query of walk-in customers -Opened new bank account for customers - Handled cash/cheque deposits and withdrawals - Handled local and foreign transfer for clients - Trained 10new bank staff within 6months as part of their induction requirement - Won the "Best Customer Service Staff" at the bank End of the year party Education Oxford Brookes University Bsc Applied Accounting Federal Polytechnic, Ilaro Higher National Diploma ACCA Advance Diploma Skills Agent collaboration Data analysis Customer success Multi tasking Relationship Management Patience and Empathy Microsoft Office Zendesk Achievements & Awards Youngest Super Agent (Bet9ja) Excellence Customer Service (GTbank) Effective interpersonal and Communication (Project Realization Ltd) 07-2007 - 10-2013