OLUWATOYIN AJAYI
Ontario
Summary
Accomplished and results-oriented Client Support Specialist with a robust history of managing client relationships and delivering outstanding service across diverse industries, including telecommunications, banking, media, and healthcare. Highly skilled in leading teams to achieve customer-centric goals, implementing effective strategies, and resolving complex issues efficiently. Demonstrates exceptional communication, interpersonal, and organizational abilities, consistently exceeding customer expectations and driving client satisfaction. Adept at identifying customer needs, providing tailored solutions, and fostering long-term client loyalty. Dedicated to continuous improvement and delivering exceptional value in every client interaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Client Support/ Solutions Advisor
Birdview Travel and Tours
01.2023 - 10.2025
- Implementing innovative solutions, achieving a 15% improvement in customer satisfaction scores.
- Resolve an average of 20 customer inquiries daily, maintaining a 95% issue resolution rate.
- Collaborate with cross-functional teams to introduce three new service offerings, contributing to a 10% increase in revenue.
- Supervise and optimize the entire customer service process, reducing response times by 25%.
- Address and resolve escalated customer complaints, achieving a 90% first-contact resolution rate.
- Analyze customer feedback to identify trends and areas for improvement, implementing changes that enhanced customer experience.
- Develop and maintain a comprehensive knowledge base, reducing average handling time by 15%.
- Monitor and report on key performance indicators (KPIs), driving continuous improvement in customer support operations.
Senior Client Service Associate
Arkbridge Integrated Limited
12.2022 - 01.2023
- I was entrusted with the important task of providing support and guidance to clients with complex support and housing needs.
- Collaborating closely with Client Service Officers and external service providers, I worked tirelessly to develop innovative strategies that would improve client outcomes and remove barriers to access.
- Coordinating case management plans or fostering partnerships with local providers, my goal was to create stronger communities and ensure every client received the support they needed.
- I facilitated seamless internal communication across various teams, ensuring everyone was aligned in delivering exceptional service. Additionally, I prioritized member relations, striving to enhance communication channels to facilitate product development and issue management.
Customer Service/ Telemarketing Specialist
Voice Data Tele-Communications Limited
07.2020 - 12.2022
- Managed a team of customer service and telemarketing professionals, enhancing overall team productivity by 20%.
- Implemented efficient call center processes, achieving a 15% improvement in response times.
- Conducted performance evaluations and provided constructive feedback, resulting in a 25% increase in employee performance.
- Developed and executed telemarketing campaigns, leading to a 30% boost in lead generation.
- Trained and onboarded new team members, reducing the onboarding time by 40%.
- Monitored call quality and provided targeted coaching, improving customer interaction quality by 18%.
- Analyzed call center data to identify trends and areas for improvement, implementing changes that increased customer satisfaction by 12%.
- Coordinated with sales and marketing teams to align telemarketing strategies, resulting in a 10% increase in conversion rates.
- Managed customer databases and ensured data accuracy, reducing data entry errors by 15%.
- Implemented a customer feedback system, capturing insights that led to a 10% enhancement in service offerings.
Telemarketing/ Call Center Agent
Union Bank Head Office
03.2018 - 07.2020
- Handled inbound and outbound calls, assisting customers with banking inquiries and transactions, achieving a 95% customer satisfaction rate.
- Provided detailed information on various banking products and services, leading to a 20% increase in cross-selling success.
- Resolved customer complaints and issues promptly and effectively, maintaining a 90% first-call resolution rate.
- Processed transactions accurately and efficiently, reducing transaction errors by 15%.
- Conducted follow-up calls to ensure customer issues were resolved satisfactorily, improving overall customer retention by 10%.
- Utilized CRM software to document and track customer interactions, enhancing data accuracy by 20%.
- Participated in training sessions to stay updated on banking products and policies, ensuring compliance and service excellence.
- Assisted in developing call scripts and FAQs, reducing average call handling time by 10%.
- Collaborated with team members to share best practices and improve call center performance, boosting team productivity by 18%.
- Monitored and reported on key performance indicators (KPIs), contributing to continuous improvement initiatives that enhanced call center operations.
Education
Masters of Business Administration - Business Administration and Management
Imo State University
Nigeria01-2018
Ordinary National Diploma - Hospitality Management
Yaba College of Technology
Nigeria01-2014
Bachelor of Science - Microbiology
Usmanu Danfodiyo University
Nigeria01-2010
Skills
- Client Relationship Management
- Customer Service Excellence
- Issue Resolution
- Customer-Centric Strategies
- Communication Skills
- Interpersonal Skills
- Organizational Skills
- Client Satisfaction
- CRM Software
- Help Desk Systems
- Ticketing Tools
- Data Analysis
- Multitasking
- Problem-Solving
- Empathy
- Active Listening
- Time Management
- Client Onboarding
- Feedback Collection
- Quality Assurance
- Cross-Functional Collaboration
- Product Knowledge
- Technical Support
- Email Management
- Call Center Operations
- Social Media Support
- Live Chat Support
- Upselling Techniques
- Training and Development
- CRM Platforms (eg, Salesforce, Zendesk)
- Microsoft Office Suite
- Google Workspace
- Documentation Skills
Certification
- Certified SAFe 6 Scrum Master| 2023
- ITIL Foundation V3 Training, VDT Communications| 2020
- Chartered Institute of Bankers in Nigeria (CIBN)| 2019
- Contact Center/ Customer Experience Training Programme - U-connect| 2018
Timeline
Client Support/ Solutions Advisor
Birdview Travel and Tours
01.2023 - 10.2025
Senior Client Service Associate
Arkbridge Integrated Limited
12.2022 - 01.2023
Customer Service/ Telemarketing Specialist
Voice Data Tele-Communications Limited
07.2020 - 12.2022
Telemarketing/ Call Center Agent
Union Bank Head Office
03.2018 - 07.2020
Ordinary National Diploma - Hospitality Management
Yaba College of Technology
Bachelor of Science - Microbiology
Usmanu Danfodiyo University
Masters of Business Administration - Business Administration and Management
Imo State University