FUNMILAYO OGUNSANYA
Customer Support Lead
Port Harcourt,Rivers
Summary
Highly competent and self-motivated, customer success lead with a strong background in the education industry. Additionally, brings a wealth of experience as a facility manager, showcasing ability to handle diverse responsibilities. Throughout career, consistently achieved success and taken on increased levels of responsibility. Proven track record of accomplishment, dedicated to delivering exceptional results in any role undertaken.
Overview
11
11
years of professional experience
Work History
Customer Success lead / Product and Operations Support
EBO, CORP
05.2023 - Current
- Provide feedback on consumer usage and perceptions of products for product team evaluation and business development
- Research on competitor activities within the industry to enhance the management decisions
- Service as the bridge between the customer and the product team
- Manage support system to monitor customer retention and customer satisfaction using tool like ServiceNow, Zendesk etc
- Assist the Operations Manager in the implementation of service initiatives
- Plan and execute team-building activities
- Support technical team and associated administrative duties
- Supervise account setup and data entry vigilantly for customers
- Ensure the collected customer data is kept confidential and used specifically for the purpose of its collection
- Ensure adherence to schedules and other defined rules and regulations within the assistance center and that procedures are followed to promote meaningful communications between customers and customer care representatives
- Co-ordinate document vetting activities, ensuring the completeness and accuracy of all documents and information
- Manage customer retention and loyalty through various initiatives, e.g., gamify, rewards and promotions, etc
- Act as a change agent in the implementation of new initiatives both within the business unit and across the organization, including initiatives to reduce churn and increase customer loyalty within segments
Facility Manager/ Site Inspector
TOTAL FACILITIES MANAGEMENT
03.2023 - 04.2023
- Managing the day-to-day facilities and building maintenance
- Managing and inspecting vendor's supplies
- Ensuring that relevant building maintenance, repairs and services are completed efficiently, on time and budget
- Working with a variety of contractors
- Managing all security issues at the allocated premises including finding the right security companies, CCTV specialists and guards to protect the premises
- Support Service and grounds maintenance of total facilities
- Managing third-party contractors and agency staff across various premises
- Updating accidents and incidents records whenever they occur
- Keeping track of personnel's working hours and absences
- Organizing visits and responsible for booking rooms and meetings
- Performing regular site inspections
- Holding regular team meetings to ensure everyone is up-to-date with the latest developments in the organization and addressing any issues or concerns
Facility Manager/ Site Inspector
BROLL - Nigeria
08.2019 - 03.2023
- Managing the day-to-day facilities and building maintenance
- Managing and inspecting vendor's supplies
- Ensuring that relevant building maintenance, repairs and services are completed efficiently, on time and budget
- Tracking budgets and ensuring payment is made on time
- Working with a variety of contractors from a number of different sectors to agree and form contracts and agreements
- Managing all security issues at the allocated premises including finding the right security companies, CCTV specialists and guards to protect the premises
- Ensuring health and safety regulations are met at all times and by all parties
- Updating the Health and Safety policies based on new government regulations
- Managing the Health & Safety of all stakeholders at the sites; ensuring that the relevant staff are fully trained in first aid, emergency evacuations and fire safety
- Support Service and grounds maintenance of total facilities
- Managing third-party contractors and agency staff across various premises
- Updating accidents and incidents records whenever they occur
- Keeping track of personnel's working hours and absences
- Organizing visits and responsible for booking rooms and meetings
- Performing regular site inspections
- Holding regular team meetings to ensure everyone is up-to-date with the latest developments in the organization and addressing any issues or concerns
Customer service Representative
MTN CONNECT - Nigeria
01.2018 - 01.2019
- Attended to customers over 70 on a daily basis
- Preferred solutions to complaints received
- Logged in complaints for further provision of solution
- Attended to complaints through text messages and emails
Administrative and Support Technician
Nasarawa Urban Development Board
11.2017 - 10.2018
- Field work and we go out for setback
- Approve proposal for building
- Interact with customers on daily basis
- Interpret building plans
Internship/Cartographer/ Remote sensor/Gis
NIGERIA AIRSPACE MANAGEMENT AGENCY
02.2014 - 07.2014
- Took inventories of produced chart and interpret chart
- Work on information using GIS
- Go to field for survey
- Ensured proper maintenance of facilities
Education
Msc - Environmental Management and Science
University of Port Harcourt
Rivers, StateB.sc - Geography and Planning Science
Adekunle Ajasin University
Akungba-Akoko, Ondo StateSkills
Exceptional customer service
Customer relationship management
Problem-solving
Effective planning and organizational skills
High-level systematic performance standards
Cultivating and managing key account relationships
Excellent organizational and analytical skills
Detail-oriented and hardworking
Problem-Solving
Teamwork and Collaboration
Flexible and Adaptable
Organization and Time Management
Active Listening
Teambuilding
Software Proficiency
Nysc Status
Completed 2018
Accomplishments
- Supervised a team of technical staff members to ensure an exceptional service is delivered to the customer
- Achieved 70% manual booking of Experts for media appearances with accuracy and efficient coordination
- Join the development team to carry out product testing to ensure an excellent launch of our product.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with a team of 20 in the development of Vettify.
- Documented and resolved Issue which led to Results.
Timeline
Customer Success lead / Product and Operations Support
EBO, CORP
05.2023 - Current
Facility Manager/ Site Inspector
TOTAL FACILITIES MANAGEMENT
03.2023 - 04.2023
Facility Manager/ Site Inspector
BROLL - Nigeria
08.2019 - 03.2023
Customer service Representative
MTN CONNECT - Nigeria
01.2018 - 01.2019
Administrative and Support Technician
Nasarawa Urban Development Board
11.2017 - 10.2018
Internship/Cartographer/ Remote sensor/Gis
NIGERIA AIRSPACE MANAGEMENT AGENCY
02.2014 - 07.2014
Msc - Environmental Management and Science
University of Port Harcourt
B.sc - Geography and Planning Science
Adekunle Ajasin University