Summary
Work history
Skills
Education
Languages
Certification
Overview
CustomerServiceRepresentative

OLUWASEUN BABATUNDE OLUNAIKE

Leicester,United Kingdom

Summary

A dedicated and result-oriented Customer Service Manager committed to improving customer satisfaction. Skilled in policy implementation, strategic planning, and staff governance. Listens to customers to understand their needs and optimize service delivery.

Work history

Barista

Richoux
London
04.2023 - 09.2023
  • Achieved consistent 95% customer satisfaction rating through positive interactions and efficient service.
  • Performed all opening and closing duties fully and accurately to maintain cleanliness of café equipment.
  • Fulfilled personalized orders with specialty milk options, according to exact customer requests and preferences, meeting strict dietary requirements.
  • Maintained clean, organized cafe workspaces, enabling co-workers to readily locate required supplies.
  • Contributed to 20% reduction in wait times during peak hours through efficient workflow and team collaboration

Customer Service Manager

IGNITE INITIATIVE
Nigeria.
02.2021 - 01.2023
  • Introduced comprehensive conflict resolution framework, resulting in 25% decrease in escalated customer complaints and improved resolution time of 30%.
  • Implemented performance incentive program that led to 15% increase in team productivity, measured by number of resolved customer issues per team member.
  • Conducted regular performance evaluations and provided feedback to team members to enhance their skills and performance.
  • Tracked expenses and business outgoings to remain within cashflow targets.
  • Streamlined workflow processes and introduced targeted training programs, leading to 20% reduction in average handling time for customer inquiries.

Customer Service Team Lead

FIRST CITY MONUMENT BANK, (FCMB)
Nigeria.
03.2019 - 01.2021
  • Implemented new customer feedback system that resulted in 20% increase in overall customer satisfaction scores within first quarter of implementation.
  • Developed and implemented comprehensive training program for customer service team, resulting in 20% increase in employee efficiency and notable improvement in customer issue resolution
  • Effectively managed and resolved escalated customer issues, maintaining resolution rate of over 90% and preserving customer relationship while adhering to company policies and standards.
  • Conducted regular team meetings to address any challenges and provide ongoing feedback and coaching.
  • Maintained notes in CRM system of customer interactions for future reference.

Customer Service Representative

FIRST CITY MONUMENT BANK, (FCMB)
Nigeria.
12.2013 - 12.2015
  • Actively collaborated with team members to share insights, best practices, and innovative solutions. Played key role in fostering positive team culture, leading to increased overall team performance and more cohesive customer service department.
  • Managed over 50 customer calls per day and provided outstanding customer support via phone, email, and chat.
  • Resolved customer inquiries, complaints, and issues using strong interpersonal skills and conflict resolution techniques, with focus on first-call resolution and customer satisfaction.
  • Consistently achieved and surpassed monthly customer satisfaction targets by actively addressing customer concerns, providing effective solutions, and ensuring positive overall experience.

Internal Auditor

PAN OCEAN OIL CORPORATION
Nigeria.
12.2012 - 11.2013
  • Executed comprehensive financial audits, reviewing and analyzing financial records to ensure accuracy and compliance with established accounting standards.
  • Collaborated with audit team to develop and implement risk mitigation strategies, contributing to more secure organizational environment.
  • Conducted in-depth reviews of operational processes to guarantee compliance with relevant laws and industry standards.
  • Enhanced documentation practices by implementing systematic approach to record-keeping during audits, resulting in 20% reduction in documentation errors and increased overall audit trail accuracy.

Skills

  • Team Leadership
  • Customer Relationship Management
  • Process Improvement
  • Strong Communication Skills
  • Conflict Resolution
  • Effective Workflow Management
  • Microsoft Outlook, Word and Excel
  • Exceptional telephone etiquette

Education

Master of Science - International Business

UNIVERSITY OF HERTFORDSHIRE
United Kingdom
01.2023 -

Bachelor of Science - Insurance

UNIVERSITY OF LAGOS
NIGERIA
09.2015 - 03.2019

National Diploma - Accounting

YABA COLLEGE OF TECHNOLOGY, LAGOS
NIGERIA
04.2010 - 09.2012

Languages

English
Fluent

Certification

  • Chartered Institute of Purchasing and Supply Chain Management of Nigeria

Overview

11
11
years of professional experience
6
6
years of post-secondary education
1
1
Certificate

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OLUWASEUN BABATUNDE OLUNAIKE