Summary
Overview
Work History
Education
Skills
Timeline
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GIDEON ASIBU

Astoria,NY

Summary

Dynamic Customer Service Manager with extensive experience at Walmart, adept in conflict resolution and team leadership. Proven track record of enhancing customer satisfaction and retention through strategic planning and effective training. Skilled in CRM software and call center operations, driving team performance and operational excellence.

Overview

8
8
years of professional experience

Work History

Customer Service Manager (Remote)

Walmart
08.2021 - 01.2024
  • Provides outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
  • Maintaining a high level of engagement across a broad group of customers, with an emphasis on customer appreciation and advocacy
  • Handling escalated service issues, customer survey responses and adherence concerns
  • Upholding quality control policies and procedures to increase customer satisfaction
  • Establishing positive rapport with customers, managers, and customer service team members to maintain positive and successful work environment

Customer Support Manager

Amazon
03.2018 - 08.2021
  • Spearheaded successful customer service division through strategic planning and analysis
  • Liaised with cross-functional departments to train customer support team on products and services and troubleshooting techniques
  • Maintained a thorough understanding of all company products and services while educating and assisting customers during escalated calls
  • Increased customer retention by conducting regular check-in calls for tactical items and performing strategic business reviews with other members of the management team
  • Worked collaboratively with cross-functional teams to support accounting processes and decrease financial discrepancies
  • Analyzed reports, call monitoring, surveys, and vendor relations to refine and maintain workflows and procedures

Customer Service Lead

Savers
02.2016 - 03.2018
  • Trained new team members on proper service methods and evaluated service delivery using quality assurance program
  • Led a team that averaged a 93% adherence
  • Performed day to day scheduling, coaching, performance review, and customer call escalation
  • Managed key account service, providing exceptional support to foster loyalty and retention
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions

Education

KWAME NKRUMAH UNIVERSITY OF SCIENCE AND TECHNOLOGY
08.2010

GHANA NATIONAL COLLEGE
12.2005

Skills

  • Conflict Resolution Techniques
  • Team Building and Leadership
  • Call Center Operations
  • Handling Escalations
  • Problem-Solving
  • Scheduling and Coordinating
  • Hiring and Training
  • Microsoft Office
  • CRM Software
  • Salesforce

Timeline

Customer Service Manager (Remote)

Walmart
08.2021 - 01.2024

Customer Support Manager

Amazon
03.2018 - 08.2021

Customer Service Lead

Savers
02.2016 - 03.2018

KWAME NKRUMAH UNIVERSITY OF SCIENCE AND TECHNOLOGY

GHANA NATIONAL COLLEGE
GIDEON ASIBU