Solomon Bamidele

SOLOMON BAMIDELE Lagos, Nigeria |--| LinkedIn CAREER SUMMARY Customer Support Specialist • Client Relationship & Sales Expert • Team Manager    Result-driven Customer service professional with over 5 years of proven expertise in enhancing customer satisfaction and loyalty, driving retention and expanding revenue streams. Proficient in implementing customer-centric processes, training programs and feedback mechanisms. Innovative and collaborative Divergent Team Manager with a positive attitude, skilled in managing and upscaling operational processes. Averaging 85.7% KPI Achievement over the past 3 years. Exceptional communicator with a track record of inventing unconventional and groundbreaking ideas, possessing a deep knowledge of industry trends. Adept at collaborating cross-functionally and leveraging data-driven insights to deliver exceptional customer experiences. SKILLS       Customer Experience Management Team management Program Leadership Technical Troubleshooting Accounts Servicing Relationship building     Advanced Proficiency in Google and MS Office Suites Business Process Improvement Data Visualization and Insights Cross-functional Team Leadership     Dispute Analysis (P2P, B2B, B2C Project Management Operations Management CRM (Zendesk, Microsoft Dynamics, Hubspot, Intercom) PROFESSIONAL EXPERIENCE Binance Customer Support Representative        Dec 2021 – Present Developed exceptional support, responding to customers’ complaints and inquiries using tailored recommendations, resulting in 95% KPI scores. Managed the Customer Experience KYC/Fraud Sub-team, resulting in a streamlined user onboarding process and 35% reduction in fraudulent activities and safeguarding customer data. Identified needs for process improvement to curb operational deficiency and optimize user experience. Collaborated closely with the technical team to conduct live testing of customer issues and actively participate in bug-bashes, contributing to a 10% reduction of unresolved customer complaints and 100% alignment with the product map. Took the initiative to develop a robust knowledge base that provided information on detailed information on product specifics, Blockchain technology, P2P processes and KYC practices, thereby enhancing customer support resources. Acted as the dedicated customer advocate throughout all stages of the internal escalation process, contributing to a 15% improvement in resolution time. Co-led the creation and continuous review of a comprehensive playbook addressing KYC, risk and fraud management, providing a clear guideline for the team. Multichoice Group, Customer Success Lead Jan 2021 – Dec 2021  Revamped agent shift hours’ structure, optimized work processes and implemented data forecasting,       resulting in a 70% decrease in FRT, a 40% decrease in Turnaround time(TAT) and $7500 in savings. Implemented strategies and workflow enhancements that increased team productivity by 20%, allowing for the handling of a higher volume of customer calls without compromising service quality. Drove a 15% improvement in customer service team performance by conducting individual performance evaluations based on predetermined Key Performance Indicators (KPI)s on both quarterly and annual bases. Identified strengths and weaknesses, enabling strategic development initiatives. Implemented more personalized touchpoints within the customer journey, tailoring experiences to individual customer needs and preferences. Authored and consistently reviewed the Standard operating procedure for the team resulting in a 50% improvement in resolution time(RT) and 34% increase in the number of First time resolutions. Identified top-performing team members and leveraged their strengths as mentors leading to a 12% reduction in new hire onboarding time and an accelerated ramp-up period. Achieved a remarkable 35% increase in projected ROI through targeted strategic initiatives and telemarketing efforts. Aura by Transcorp, Customer Experience Lead Aug 2021 – Dec 2021  Implemented data-driven strategies to streamline information flow across the operational chain, resulting in a 20% reduction in response times and a 10% increase in cross-functional collaboration.  Enhanced project governance and formulated comprehensive short and long-term strategies resulting in a 30% improvement in meeting SLA requirements and a 20% increase in overall project profitability  Supervised and conducted post-resolution follow-ups with customers to ensure their issues were fully addressed, resulting in a 30% increase in customer loyalty and positive testimonials.  Continuously monitored and adjusted the cross-selling strategy based on data insights, ensuring ongoing success and increased subscription numbers.  Designed comprehensive training materials instrumental in equipping Customer Success Representatives (CSRs) with in-depth knowledge of client's product offerings leading to a 15% improvement in CSR product proficiency and a 27% drop in workforce redundancy, thereby contributing to $4000 in savings.  Achieved a 25% increase in support request efficiency by effectively utilizing a task management system to receive, manage, and promptly close support requests. Airtel Nigeria, Jul 2020 – Jan 2021 Technical Support Specialist    Successfully troubleshot user services which included E1PRI, Dedicated Internet and Leased lines, achieving a 25% reduction in technical support ticket resolution times. Monitored customer services on the Network Management Systems, promptly escalating emergency technical issues, and ensuring compliance with service level agreements (SLAs), contributing to a 98% network uptime and exceeding SLA targets by 7%. Facilitated seamless coordination and mediation with Managing Services partners, third-party contractors, and internal personnel to oversee all customer network maintenance and installation activities, resulting in a 15% reduction in project completion timelines.  Effectively managed customer complaints by raising tickets, ensuring proper escalation, tracking, and resolution, contributing to a 20% increase in customer satisfaction and reduced escalations. Multichoice group, Jul 2019 – Jul 2020 Telesales Specialist, Telemarketing    Completed and exceeded daily cold calling and outreach targets to build sales pipeline. Met and exceeded individual sales targets and call handling quotas, directly contributing to 17% of the team’s collective target through my year of employment. Trained and on-boarded new team members on customer service initiatives and operational procedures, resulting in a 25% reduction in onboarding time and 10% improvement in team’s general performance. EDUCATION BSc, Industrial Mathematics. University of Benin, Benin-City, Edo state. LICENCES & CERTIFICATIONS Business Analysis - LinkedIn Excel for Business Analyst - LinkedIn Blockchain for Finance - Udemy Sales and Service Contact Center Manager - MTF Customer Success Manager Elite – Udemy Forensic Accounting: Fraud Investigation – Udemy Practical Leadership – Udemy Managing a Customer Service Team - LinkedIn