Fola Ajayi
Summary
Motivated customer service manager, focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee and company objectives.
Overview
7
7
years of professional experience
Work History
Customer Service Manager
Verizon
Cary , NC
01.2022 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Developed and implemented strategies for providing excellent customer service experience.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Developed policies and procedures related to customer service operations.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
Customer Service Manager
Grady Management
Silver Spring, MD
06.2018 - 01.2022
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
Customer Service Team Lead
Globacom
01.2017 - 06.2018
- Assisting with the performance management of the Customer Service team (internal and external)
- Taking escalated calls from my workstation and additional work-related functions
- Identified trends in customer requests and developed solutions to address them proactively.
- Maintained an up-to-date knowledge base of products, services, pricing information, processes.
- Analyzed customer feedback data to determine areas of opportunity or needed improvements in services offered.
Education
Bachelor of Science - Business Administration And Management
Apollos University
Great Falls, MT05-2019
Skills
- Customer Needs Assessment
- Internal Auditing
- Quality Assurance
- Campaign Performance Tracking
- Strategic Planning
- Requirements Gathering
- Business process improvement
- KPI Tracking
- Product Management
- Customer Targeting
- Stakeholder Management
- CRM Systems
- Human Resources Information Systems (HRIS)
- Staff Management
- Project Management
Timeline
Customer Service Manager
Verizon
01.2022 - Current
Customer Service Manager
Grady Management
06.2018 - 01.2022
Customer Service Team Lead
Globacom
01.2017 - 06.2018
Bachelor of Science - Business Administration And Management
Apollos University
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