Tomola

Tomola Tosin Ayeni Customer Service Manager Lagos State , Nigeria •-• - PROFESSIONAL EXPERIENCE SUN KING 2022 - 2023 Customer Service Manager Lagos, Nigeria ● Led the initiative of corrective actions to maintain an excellent standard of service, achieving a 20% increase in customer satisfaction scores. ● Liaised with the technical department and resolved customer queries promptly, contributing to a 25% reduction in query resolution time. ● Directly reached out to customers with delayed payments, minimizing defaults by 15% through empathetic communication and tailored solutions. ● Checked customer satisfaction post-sale, achieving a 25% improvement in post-purchase satisfaction ratings and enhancing customer retention. ● Gathered and documented comprehensive customer and product information, aiding the team in providing more tailored solutions and contributing to a 30% improvement in service personalization. ● Built repeat sales by cultivating strong customer relationships, resulting in a 25% increase in customer loyalty and repeat business. ISON XPERIENCE 2020 - 2022 Customer Service Manager Lagos, Nigeria ● Achieved a first-call resolution rate of 85%, ensuring efficient query resolution and enhancing customer satisfaction. ● Conducted security checks on customer lines, ensuring data confidentiality and contributing to a 20% improvement in customer trust metrics. ● Initiated and managed service requests and trouble tickets, reducing resolution time by 15% and streamlining the ticketing process. ● Improved sales performance through effective upselling and cross-selling, resulting in a 30% increase in revenue from additional product offerings. ● Deployed consumer satisfaction/feedback-based surveys, gathering valuable insights for process improvement and achieving a 20% response rate. ● Executed high-quality customer care services to principal partners' clients, resulting in a 35% increase in partner satisfaction scores. EDUCATION ALX AFRICA Data Analytics Remote 2024 ADDITIONAL INFORMATION ● Techniques: Customer Satisfaction, Customer Service Management, Customer Retention, Lead Management, Adaptability, Tenacity, Empathy, Patience. ● Technical Skills / Software: Customer Lifecycle Management(CLM), Avaya, Zendesk, Angaza, Ameyo.