Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Adebayo Adeniyi

Poplar Grove,United States

Summary

Dynamic Customer and Technical Support Manager with extensive experience leading large teams of support specialists. Proven expertise in managing daily operations, delivering real-time technical support, and driving high levels of team productivity and success. Successfully implemented a structured knowledge base that streamlined support processes, enhancing efficiency and response times. Skilled in analyzing support metrics to foster continuous improvement, consistently achieving exceptional customer satisfaction.

Overview

14
14
years of professional experience

Work History

Customer Support Manager

Parkonect/Flash
04.2020 - Current
  • Led customer support team to enhance service delivery and improve client satisfaction.
  • Developed and implemented training programs to elevate staff performance and product knowledge.
  • Analyzed customer feedback to identify trends and recommend process improvements.
  • Coordinated cross-departmental initiatives to streamline support operations and reduce response times.
  • Established performance metrics to monitor team efficiency and service quality standards.
  • Collaborated with product teams to address customer concerns and enhance user experience.
  • Managed a team of customer support representatives, providing ongoing training and development opportunities.
  • Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
  • Streamlined the customer support process for faster resolution times and improved customer experience.
  • Implemented knowledge management systems that enabled representatives to quickly access information needed to resolve customer issues effectively.
  • Reduced response time to customer inquiries, ensuring timely assistance with their concerns.
  • Built strong relationships with field operations team to support business development opportunities and improve service.
  • Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
  • Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
  • Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
  • Led efforts in revising internal documentation procedures which resulted in more accurate records of client interactions.
  • Conducted regular performance reviews for team members, offering constructive feedback on areas requiring improvement and recognizing outstanding achievements.
  • Optimized scheduling for 24/7 support coverage, ensuring customer needs were met around the clock.
  • Reduced ticket backlog by implementing efficient case management strategies and prioritization techniques.
  • Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.

Customer Service Representative

McCloud Services
12.2018 - 04.2020
  • Resolved customer inquiries and complaints, ensuring high levels of satisfaction and retention.
  • Facilitated effective communication between customers and technical teams to address service issues.
  • Collaborated with team members to streamline processes, enhancing overall operational efficiency.
  • Trained new staff on company policies, procedures, and customer service best practices.
  • Implemented feedback mechanisms to gather insights for continuous service improvement initiatives.
  • Led initiatives to improve response times, significantly enhancing overall customer experience quality.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.

Customer Service Representative

Gerber National Glass
10.2016 - 11.2018
  • Managed inbound customer calls while efficiently resolving product and service concerns.
  • Tracked and documented client interactions in a centralized database.
  • Maintained high levels of customer satisfaction and provided feedback to improve internal service processes.
  • Coordinated Hertz vehicle recovery efforts, including the retrieval of impounded vehicles.
  • Prepared required documentation for vehicle release from impound lots and law enforcement agencies.
  • Negotiated rates with towing vendors and scheduled vehicle pickups and drop-offs.
  • Assessed vehicle condition and damage reports across various locations to support global coordination efforts.

Student Advisor

DeVry University
07.2015 - 10.2016
  • Advised students on academic programs, course selections, and career opportunities to enhance educational outcomes.
  • Developed tailored support plans for students facing academic challenges, fostering improved retention rates.
  • Facilitated workshops and informational sessions to promote student engagement and resource utilization.
  • Collaborated with faculty to align student needs with curriculum enhancements and program improvements.
  • Monitored student progress through regular check-ins, ensuring accountability and timely intervention strategies.
  • Implemented feedback mechanisms to gather insights from students, driving continuous improvement in advising services.
  • Developed strong relationships with faculty members, fostering an environment of collaboration in support of student goals.
  • Enhanced student retention by providing personalized academic guidance and support.
  • Conducted regular reviews of student progress reports, intervening early when potential issues were identified to prevent attrition.
  • Maintained detailed records of individual student interactions and outcomes, utilizing data-driven insights to inform future advising approaches.

Assistant Manager

Cool Breeze Café
02.2012 - 06.2014
  • Assisted in day-to-day operations, including staffing, scheduling, and performance oversight.
  • Trained new employees and provided constructive feedback through performance evaluations.
  • Handled inventory management and addressed customer service escalations.
  • Supported team development and contributed to strategies for sales improvement.

Education

Bachelor of Science - Biomedical Engineering Technology

DeVry University
06.2019

Skills

  • Software Troubleshooting
  • Field Equipment Installations
  • CRM & Knowledge Base Management
  • SOP Documentation & Process Design
  • Parking Systems
  • Cross-Functional Collaboration
  • Onsite Training & Staff Development
  • Performance Metrics & Reporting
  • Technical Support
  • Leadership
  • Strong Communication
  • Problem-Solving
  • Customer Support
  • Proactive Approach
  • Team building
  • Escalation handling

Languages

English Fluent
Yoruba Native

Timeline

Customer Support Manager

Parkonect/Flash
04.2020 - Current

Customer Service Representative

McCloud Services
12.2018 - 04.2020

Customer Service Representative

Gerber National Glass
10.2016 - 11.2018

Student Advisor

DeVry University
07.2015 - 10.2016

Assistant Manager

Cool Breeze Café
02.2012 - 06.2014

Bachelor of Science - Biomedical Engineering Technology

DeVry University

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Adebayo Adeniyi