Temitope Macaulay

MACAULAY TEMITOPE SELIAT LinkedIn: https://www.linkedin.com/in/temitope-macaulay-a-a PROFILE A Customer Experience Specialist with over 5 years of experience in Customer Service and 2 years in Team Management. Professionally certified in People Management, with the ability to lead, motivate and foster a highly productive team. CORE SKILLS • Client Relationship Management • Team Leadership & People Management • KPI Performance Tracking • CRM Tools (Zendesk, Ameyo, Looker, Angaza, Kazi) • Communication & Conflict Resolution • Remote, Hybrid and Onsite Customer Service & Support • Data-Driven Decision Making • Facilitating, Analytical, Creative and Flexible. WORK EXPERIENCE Team Manager (Associate Manager), Call Centre Operations Sun King-Lagos, Nigeria February 2024-Present • Manage a team of 40 Customer Engagement Executives while improving team productivity. • Organize coaching sessions and team huddles to discuss areas for improvement. • Strengthen team accountability by documenting coaching sessions and team members’ acknowledgement via mail • Generating weekly, monthly, quarterly and yearly Reports on the team’s performance. • Clearly communicate KPI goals and drive excellent productivity and performance. • Monitor the team's performance in real time; gauging their ready duration and break durations • Participate in various internal meetings with both the Country and Global Leaders including weekly Management meetings, Call Centre Review Strategy sessions, Workforce Trainings, and Calibration sessions. Subject Matter Expert (Senior Associate), Call Centre Operations Sun King-Lagos, Nigeria May 2023-January 2024 • Acted as a key point of contact for the team’s enquiries, requests or complaints in the absence of the Manager • Generated daily reports on the team’s performance, encouraging and celebrating good performances as well as identifying areas for improvement. • Snooped on team members’ calls on Ameyo and shared feedback for improvement. • Assisted with onboarding and guiding new team members on KPIs and team rules. • Scheduled the team’s weekly Catch Up, while ensuring 100% compliance • Participate in various internal meetings in absence of the team manager. Agent Relations Executive (English and Yoruba Language), Call Centre Operations Sun King-Lagos, Nigeria August 2021- May 2023 • Conducted a Recruitment Assessment for Prospective Agents (Energy Officers). • Escalated fraud cases involving Customers and Agents (Energy Officers) in a timely manner. • Liaised with the Finance, Programs, Risk and Sales teams to assist with agent queries and issue resolution. • Interacted with Energy Officers on a periodic basis through calls, Zendesk tickets, escalation emails, Telegram and WhatsApp. • Worked closely with the Area Business Managers to ensure that Energy Officers (EOs) receive the adequate training and work tools needed to carry out their duties efficiently Customer Service Executive (English and Yoruba Language), Call Centre Operations Sun King-Lagos, Nigeria September 2020-August 2021 • Managed large amounts of inbound and outbound calls in a timely manner without compromising on quality • Conducted product and service quality surveys with customers and recorded their feedback • Made use of available opportunity to advertise other products to existing customers. • Resolved Customer queries in a timely manner to improve First Call Resolution (FCR) rate EDUCATION • Bachelor of Arts in English Kwara State University, Nigeria. 2017 SYSTEMS & TOOLS • • • • • • • Zendesk Looker Ameyo Angaza Google Workspace Microsoft Office Zoom CERTIFICATIONS • • • • • Manager Development Program - Sun King Center for Leadership (2024) Digital Ad Expert – Aleph (2024) Cybersecurity Awareness and Digital Marketing – Cybersafe Foundation (DigiGirls 3.0) (2023) Business Communication Skills: EQ Intelligent Interactions – Udemy (2020) Customer Relationship Management – Piston & Fusion (2019)