Rachel Irewunmi
Customer Support Supervisor
Lagos,Nigeria
Summary
Experienced customer service specialist/supervisor with over 3 years of experience in the industry. Excellent reputation for resolving problems and improving customer satisfaction. Organized and dependable individual successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Customer Support Supervisor (Nigeria)
Calgary Online (betPawa)
, Lagos
08.2019 - Current
- Working with the WFM team to ensure supervised shifts are efficient
- Reporting shift successes and failures as agreed with Team Lead/Lead Supervisor
- Escalating issues impacting the CXIs during supervised shifts to the relevant teams"
- Onboarding and nesting new recruits to the point where they are able to
- Maintaining between 95%-98% success rate on first-call resolutions, escalating complex concerns to field personnel to achieve necessary support.
Customer Support Specialist (Global Agent)
Calgary Online (betPawa)
11.2018 - Current
- Showing a greater sense of ownership in helping the support team deliver on all the CXIs"
- Maintaining customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns via call, chat and Email.
- Identifying issues, analyzing information and providing solutions to problems.
- Collaborated with team members to achieve target results.
IVR Specialist (Additional Responsibility)
Calgary Online (betPawa)
, Lagos
12.2021 - Current
- Forwarding scripts to IVR talents for recording and ensured that all scripts are submitted and paired with the company’s official ring back tune before deadline
- Organizing IVR contest in jurisdictions without an IVR talent representatives and select the best
- Creating plans and communicated deadlines to complete projects on time.
User Experience Researcher (Nigeria)
Calgary Online (betPawa)
04.2020 - 08.2020
- Conducted telephonic research survey to determine why new customers are not making use of their accounts and assist customers that might have had difficulty with using their accounts.
- Worked with customers to understand needs and provide excellent service.
Personal Assistant
Rock photoz
07.2013 - 04.2018
- Scheduled Appointments
- Setup the studio for a photo shoot
- Researched photo shoot ideas for portfolio
- Made sure clients are comfortable before during and after their photo shoot, ensuring good customer support
Education
Bsc - Mass Communication
University of Lagos
Lagos, Nigeria 01.2014 - 01.2018
Skills
Customer Relations
Excellent written and oral communication
Telephone etiquette
Grafana
Flexible and Adaptable
Critical Thinking
Multitasking Abilities
Active Listening
Meeting planning
Virtual Teamwork and Collaboration
Slack
Google doc and Google sheets
Data entry
Accomplishments
- Demonstrated respect, friendliness and willingness to help wherever needed.
Top Performing Supervisor - betPawa
Aug 2021 and Jan 2022
Top Country and Global Support Specialist- betPawa
Jan 2021
Winner IVR Contest (Nigeria) - betPawa
2021
Most helpful agent - betPawa
2019
Timeline
IVR Specialist (Additional Responsibility)
Calgary Online (betPawa)
12.2021 - Current
User Experience Researcher (Nigeria)
Calgary Online (betPawa)
04.2020 - 08.2020
Customer Support Supervisor (Nigeria)
Calgary Online (betPawa)
08.2019 - Current
Customer Support Specialist (Global Agent)
Calgary Online (betPawa)
11.2018 - Current
Bsc - Mass Communication
University of Lagos
01.2014 - 01.2018
Personal Assistant
Rock photoz
07.2013 - 04.2018