Hi, I’m
SEGUN BASHORUN
Lagos,Nigeria
Summary
Dedicated and results-driven Customer Service Professional with over 9 years of extensive experience in leading and optimizing customer service operations. Proven track record of effectively managing teams to deliver exceptional customer experiences. Adept at implementing strategies to enhance customer satisfaction, streamline processes, and improve efficiency. Skilled in fostering strong client relationships, resolving issues, and driving team performance to exceed targets. Strong communication, leadership, and problem-solving abilities.
Overview
10
years of professional experience
4
years of post-secondary education
Work History
TELEPERFORMANCELAGOS
Client Operations Supervisor
01.2023 - Current
Job overview
- Reengineered the customer service unit by shifting focus on surpassing expectations, driving customer satisfaction ratings to an all-time high of 94%
- Coordinated and supervised daily activities of the team set priorities and goals such as periodic milestones performance metrics and standards etc
- Implement and develop customer service procedures and policies define communication service standard oversee the achievements and maintenance of agreed customer service level
- Manage a team of 10 customer service associates and lead weekly discussions to set sales goals as individuals and as a team
- Built a comprehensive reporting system to allow for coaching of under performing staff improving performance on average by 45%
- Identify gaps and bottlenecks in customer care and instituted actionable and incentivized customer feedback cards that improve customer retention by 35%
TRANSSNET MUSIC LIMITEDLAGOS
Head, User Support
07.2022 - 12.2022
Job overview
- Managed Customer Experience agents across Africa
- Working with teams in Nigeria, Ghana, Kenya and Tanzania
- Managed Customer Experience agents across Africa
- Working with teams in Nigeria, Ghana, Kenya and Tanzania
- Provided expert-level support to customers, resolving complex issues and inquiries in a timely and efficient manner
- Mentored and coached junior team members, contributing to their skill development and career growth
- Collaborated with product development teams to provide valuable customer insights and feedback for product improvements
- Played a key role in developing support documentation and knowledge base articles, empowering customers to find solutions independently
- Assisted in the implementation of a new CRM system, leading training sessions for the team to ensure a seamless transition.
AFRICA DELIVERY TECHNOLOGIESLAGOS
Customer Experience Supervisor
11.2020 - 06.2022
Job overview
- Resolved complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity
- Improved client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths
- Consulted with other departmental managers to discuss ideas to improve customer service and executed implementation to promote operational processes
- Increased client's usage 15% by implementing a quarterly market analysis for logistics industry.
FINT TECHNOLOGY AFRICALAGOS
Customer, Verification Analyst
04.2018 - 07.2020
Job overview
- Managed decisions and recommendations about extending lines of credit
- Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews
- Consulted with other departmental managers to discuss ideas to improve customer service and executed implementation to promote operational processes
- Collaborated with staff on organization culture, customer approach and service identification which improved customer service quality and ensured system-wide efficiency improvement
- Developed a plan that increased customer satisfaction by 20% in the first quarter of 2019
- Improve the process of answering customer questions, suggested effective solutions and resolved issues to increase customer satisfaction by 95%
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote a safe working environment
- Reduced the customer verification and loan application to 24 hours from 72 hours.
KONGA ONLINE SHOPPING LIMITEDLAGOS
Customer Service Representative
05.2014 - 11.2017
Job overview
- Answered inbound calls to greet and assist customers with various needs and questions
- De-escalated customer complaints using specialized communication techniques
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Recognize and execute opportunities to improve service delivery in order to optimize merchants experience, access a greater customer base, maintaining a key performance indicator (KPI) of 85%
- Achieved resolution of customer complaints by ensure that customers enquiries and issues are resolved by at least 98%.
Education
Federal University of Agriculture, AbeokutaOgun, Abeokuta
Bachelor Of Science from Child Development And Family Studies
03.2008 - 08.2012
Unicaf University, Larnaca, Cyprus(Online)Larnaca, Cyprus
Master Of Science from Managerial Psychology
01.2022
Skills
- Complaints resolution, Performance improvement strategies, Team building and training
- Negotiation, people management, Customer Relations, Customer satisfaction and retention, Cost
- Reduction strategies, front-end supervision, Report preparation, Customer retention, Project
- Management, Human resources, Leadership & mentorship, Strategic planning, Problem solving
- Interpersonal & organizational abilities, Cross-functional collaboration, Communication verbal &
- Written, Microsoft Office Suite And Crm
and Development
Languages
English
Advanced
Timeline
Client Operations Supervisor
TELEPERFORMANCE
01.2023 - Current
Head, User Support
TRANSSNET MUSIC LIMITED
07.2022 - 12.2022
Unicaf University, Larnaca, Cyprus(Online)
Master Of Science from Managerial Psychology
01.2022
Customer Experience Supervisor
AFRICA DELIVERY TECHNOLOGIES
11.2020 - 06.2022
Customer, Verification Analyst
FINT TECHNOLOGY AFRICA
04.2018 - 07.2020
Customer Service Representative
KONGA ONLINE SHOPPING LIMITED
05.2014 - 11.2017
Federal University of Agriculture, Abeokuta
Bachelor Of Science from Child Development And Family Studies
03.2008 - 08.2012
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