Toheeb Kareem
Lagos,Lagos
Summary
Career Objective Contact To secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company that focuses on customers satisfaction and experience
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Customer Success and Service Delivery Manager
Snapnet Solutions Nigeria
Lagos, Lagos
07.2021 - Current
- I assist in improving customer service experience, create engaged customers and facilitate organic growth
- I set a clear mission and deploy strategies focused towards that mission
- I develop service procedures, policies and standards
- Keep accurate records and document on customer service actions and discussions
- Analyze statistics and compile accurate reports
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Audit Call to ensure adequate information are being passed down to customers
- I ensure all customer service agent remain professional where necessary
- Escalate issues that cannot be solve by the department to department who can handle it or the directorate level only when necessary.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Developed service procedures, policies and standards.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Monitored customer service operations to assess agent performance and provide feedback.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Researched and corrected customer concerns to promote company loyalty.
- Resolved concerns with products or services to help with retention and drive sales.
- Followed through with client requests to resolve problems through different channels which include phone, emails and social media
- Took ownership of customer issues and followed problems through to resolution.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Call Center Operations Supervisor
Outcess Solution
Lagos, Lagos
11.2018 - 06.2021
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Established relationships and touch points with clients to promote retention.
- Determined quality assurance benchmarks and set standards for improvement.
- Maintained call center equipment in good working order to maximize productivity.
- Assisted in gathering facts and documents utilized during sales process.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Effectively managed assigned cases, collecting and documenting details using [Software].
- Trained team members on new hotel services and products to support promotional efforts.
- Monitored front areas so that questions could be promptly addressed.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Interceded between employees during arguments and diffused tense situations.
CUSTOMER SERVICE REPRESENTATIVE
Outcess Solutions
, Lagos
11.2017 - 10.2018
- Made calls to cold subscribers to inform them about their subscription, update them on product and services offering as well as current running promotional activities
- Counsel customers on options for service and coverage areas
- Resolve customer's complaints in record time
- Escalate and transfer customer complaints to appropriate back-end office and follow-up until it is resolved
- Steadily exceeded daily call target which generated more sales and sales lead
- Successfully re-enlisted 55% of total cold subscribers on a monthly basis by reintroducing services offerings and current promotional activities
- Proactively followed-up on subscribers who exhibited buying signals and made sales to over 60% of them within 7 days of consistent follow-up
- Exceeding sales targets and other KPIs
- High level of professionalism when relating to various types of customers
- High level of product knowledge from the JKQ result.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collected and analyzed customer information to prepare product or service reports.
- Handled customers in fast-paced setting in coordination with solid team of 30 customer service associates.
- Provided onboarding and guidance to other customer service representatives to meet sales goals while growing opportunities for business.
- Trained staff on operating procedures and company services.
- Recorded actions taken, issues resolved and information to effectively manage customer accounts.
- Effective liaison between customers and internal departments.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Cross-trained and backed up other customer service managers.
- Educated customers about billing, payment processing and support policies and procedures.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Higher National Diploma - Computer Science
Kwara State Polytechnic
10.2013 - 11.2015
HIGHER NATIONAL DIPLOMA - Computer Science
KWARA STATE POLYTECHNIC
10.2010 - 10.2012
Skills
Ameyo / Aspect / 3CX/Bitrix24HelpDesk/IsabelMicrosoft Office Suite/CRM 365Human Resources/Administration Management70WPM TypistProblem SolvingTeam LeadershipMicrosoft Office Suite
Microsoft Dynamics 365
Customer Relationship Management Software (CRM)
Technical Support
Administrative support
Customer Relations
Microsoft Outlook, Word and Excel
Telemarketing expertise
Sales expertise
Effective problem solver
Exceptional interpersonal communication
Customer-focused
Training and mentoring
Exceptional telephone etiquette
Team Building
Schedule Management
CRM
Timeline
Customer Success and Service Delivery Manager
Snapnet Solutions Nigeria
07.2021 - Current
Call Center Operations Supervisor
Outcess Solution
11.2018 - 06.2021
CUSTOMER SERVICE REPRESENTATIVE
Outcess Solutions
11.2017 - 10.2018
Higher National Diploma - Computer Science
Kwara State Polytechnic
10.2013 - 11.2015
HIGHER NATIONAL DIPLOMA - Computer Science
KWARA STATE POLYTECHNIC
10.2010 - 10.2012