Abiodun Alonge
Apapa,Lagos
Summary
A tech-savvy Customer Experience Specialist, bringing strong critical thinking, relationship-building, and research abilities. Goes beyond basic requirements to achieve total customer happiness and best-in-class service levels. Proficient with telephone, email, and live chat communications.
Experienced across various Customer Experience levels and not limited by roles, with a clear understanding of Customer Service setup, and organization, cemented with over 5years active hands-on managerial experience. Motivated to learn, grow and excel in any industry.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work History
Customer Support Specialist
Raenest
Remote
09.2023 - Current
- Assisted customers with varying questions using product knowledge and service expertise.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Adhered strictly to policies and procedures for continued company compliance.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Maintained excellent working relations with numerous external clients, providing timely quotes and shipping information.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Handled email and social media inquiries with consistent customer service across multiple channels.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
Customer Experience Specialist
Bundle Africa
Remote
06.2022 - 08.2023
- Took on escalated, complex customer crypto related issues and developed creative solutions to restore loyalty
- Effectively resolved thousands of peer 2 peer transactions worth millions of dollars
- Innovated reporting techniques and templates that provided better insights for proper decision making
- Submitted daily activity report on CRM activities for the team
- Used combined experience, research skills, and communications expertise to maintain control of difficult requests
- Referred unresolved customer grievances to designated departments for further investigation
- Maintained good working relationship with co-workers and management
- Investigated product concerns and communicated with departments to understand customer issues
- Resolved financial disputes between Merchants and Cashers during/after p2p trades
- Met KPI targets set to help the organization achieve our annual goals.
Head, Contact Center
Africa Prudential Plc
Palmgroove, Lagos
01.2022 - 06.2022
- Referred unresolved customer grievances to designated departments for further investigation
- Prepared and processed forms to change customer service levels
- Investigated product concerns and communicated with departments to understand customer issues
- Engaged with customers to understand and resolve issues and answer product questions
- Monitored processes and recommended methods for improvement
- Prepared periodic departmental reports
- Maintained good working relationships with co-workers and management
- Participated in seminars and additional training to expand knowledge and skills.
Business Process Improvement Specialist
Africa Prudential Plc
06.2019 - 12.2021
- Supervised Customer Service Agents and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Spearheaded customer satisfaction survey and analysed results to make action plans
- Collaborated with Stakeholders to improve customer service processes and support structures company-wide
- Drove the implementation of a new Customer Relationship Management (CRM) Tool - (Assigned Project Manager)
- Worked with stakeholders to integrate necessary internal and external applications to the CRM
- Onboarded Clients/Agents on the Customer Relationship Management (CRM) Tool
- Trained Clients/Agents on the Customer Relationship Management (CRM) Tool
- Completed special projects by using effective decision making, critical thinking and time management skills
- Prepared and submitted Quarterly Competitive Intelligence Report
- Prepared and submitted Monthly Business Review Report
- Prepared and submitted Quarterly Board Business update report.
Customer Service Agent
Africa Prudential Plc
01.2018 - 06.2019
- Attend and document enquiries/complaints/requests/feedbacks from shareholders via the following channels: Telephony, Email, Social Media and Live chats
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Authenticate and verify shareholders before capturing their details to the database
- Prepared and submitted Monthly Report, using data analytics as a guide for business insight
- Project participation and engagements.
Education
Bachelor of Science - Mathematics
University of Ilorin
Ilorin, Kwara State 10.2007 - 06.2012
Skills
- Organization and Time management
- Business process improvement
- Business process re-engineering
- Vendor engagement
- Conflict management
- Technical support
- Problem/Dispute resolution
- Customer service
- Product knowledge
- Report generation
- Brand representation
- Customer service excellence
- Customer needs assessments
- Database research
- Brand awareness and representation
- CRM implementation
Accomplishments
- Promoted from Customer Service agent to Business Process Improvement Specialist due to outstanding performances
- Used Microsoft Excel to develop Project tracking spreadsheets
- Selected as member of the organizational Innovation & Design Thinking Committee - Africa Prudential Plc
- Member of Customer Service-related Projects Steerco/Meetings - Africa Prudential Plc
- Delivered excellently on the implementation of a new CRM for the organization - Africa Prudential Plc
- Appointed as customer engagement POC (Point of Contact) six months after joining Bundle Africa.
Languages
Yoruba - Native
Upper intermediate
English
Advanced
References
References available upon request.
Timeline
Customer Support Specialist
Raenest
09.2023 - Current
Customer Experience Specialist
Bundle Africa
06.2022 - 08.2023
Head, Contact Center
Africa Prudential Plc
01.2022 - 06.2022
Business Process Improvement Specialist
Africa Prudential Plc
06.2019 - 12.2021
Customer Service Agent
Africa Prudential Plc
01.2018 - 06.2019
Bachelor of Science - Mathematics
University of Ilorin
10.2007 - 06.2012
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