Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Grace Olunloyo

Ikeja,Lagos

Summary

Experienced Customer Service Supervisor bringing 7 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Service Supervisor

Betty Bingo LTD – Lagos
12.2021 - Current
  • Coached employees through day-to-day work and complex problems.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Manage a team of 10 highly efficient staff who leverage software and support management systems to ensure smooth and timely resolution of a complaint
  • Prepares monthly project management reports for the various projects within the organization
  • Deploy an effective workflow and innovative team management procedure, improves team performance, motivate team members, and resolves conflict, and complaints both among staff and customers across four (4) countries (Zambia, DRC, Ghana, and Nigeria).
  • Researched and corrected customer concerns to promote company loyalty.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues
  • Prepares monthly project management reports for the various projects within the organization.

Customer Support

BlackBet Limited – Lagos
03.2020 - 12.2021
  • Assisted customers in resolving issues by determining the root cause of issues and providing support for product or service complaints. In addition, I responded quickly to customer inquiries about products, services, and the company
  • Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
  • Enforced adherence to legal and company policies and procedures and reported to management related gaps in training or compliance.
  • Empowered and motivated employees via regular feedback to team members.
  • Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction
  • Adopted a customer-centered approach to keep customers happy by using forward-thinking strategies that focus on meeting customers' needs and solving their problems.
  • Provided primary customer support to internal and external customers and answered customer telephone calls promptly in a friendly and courteous manner, giving each customer a satisfying customer experience.

Customer Service Representative

Multi Choice – Lagos
03.2018 - 09.2019
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Used client management software and computer dialing to expertly manage high-volume telemarketing operations. I also recorded and updated customer information in online systems
  • Completed daily and weekly sales reporting using assigned tools.

Education

Bachelor of Science - Entrepreneurship And Business Management

National Open University (NOUN) Lagos
Lagos-Nigeria
10.2016

Higher National Diploma - Business Administration

Olabisi Onabanjo University
Ago-Iwoye , Nigeria
10.2013

Associate of Applied Science - Computer Science

Olabisi Onabanjo University
Ago-Iwoye - Nigeria
10.2011

Skills

  • Decision-Making
  • Leading Team Meetings
  • Work Prioritization
  • Performance Evaluation
  • Handling Escalations
  • Team Building and Leadership
  • Call Center Operations
  • Issue Resolution
  • Continuous Improvement
  • Performance Evaluations
  • Team Development
  • Service Delivery Optimization
  • Time Management
  • Problem-Solving
  • Delegating Work
  • Policy Enforcement
  • Customer Relations

Certification

  • Online Certificate of Completion Customer Service Mastery March 2021
  • Certificate of Completion International Professional Managers Association- August 2013
  • Customer Relationship Management System-2021

Timeline

Customer Service Supervisor

Betty Bingo LTD – Lagos
12.2021 - Current

Customer Support

BlackBet Limited – Lagos
03.2020 - 12.2021

Customer Service Representative

Multi Choice – Lagos
03.2018 - 09.2019

Bachelor of Science - Entrepreneurship And Business Management

National Open University (NOUN) Lagos

Higher National Diploma - Business Administration

Olabisi Onabanjo University

Associate of Applied Science - Computer Science

Olabisi Onabanjo University

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Grace Olunloyo