KAZEEM AGBOOLA
Customer Success Manager
Indianapolis,Indiana
Summary
Objectives: Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Overview
12
12
years of professional experience
Work History
Senior Customer Satisfaction Associate
Kay Pearl Consulting
Indianapolis, IN
03.2022 - 03.2023
- Handled escalated customer inquiries and complaints and provided appropriate solutions
- Provided training and coaching to junior customer service representatives
- Developed and maintained customer service policies and procedures
- Used Live Chat to provide real-time customer support and assistance
- Collaborated with other departments to ensure timely delivery of products and services
- Handle high volume of customer inquiries via phone, email, and chat
- Resolve complex customer issues and inquiries and provide appropriate solutions
- Document customer interactions in Salesforce and update customer records
- Collaborate with cross-functional teams to ensure timely resolution of customer issues
- Continuously strive to meet or exceed customer satisfaction goals.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Developed strong communication and organizational skills through working on group projects.
- Worked flexible hours across night, weekend and holiday shifts.
- Strengthened communication skills through regular interactions with others.
- Proved successful working within tight deadlines and a fast-paced environment.
- Excellent communication skills, both verbal and written.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
Customer Service Representative
Pearl Oak Consulting
New York, NY
06.2020 - 01.2022
- Act as a liaison between customers, customer service team, and company executives
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Senior Customer Service Associate
St John of God Accord Health
Melbourne, Australia
06.2016 - 05.2020
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Helped customers with merchandise purchases, exchanges and returns.
- Provided training and coaching to junior customer service representatives
- Developed and maintained customer service policies and procedures
- Used Live Chat to provide real-time customer support and assistance
- Collaborated with other departments to ensure timely delivery of products and services.
- Implemented company processes to effectively resolve customer service issues.
- Updated customer information into account databases for future use.
Customer Service Manager
Australian Unity Home care
Sydney, Australia
04.2013 - 04.2016
- Develop and implement strategies to improve customer service responsiveness and team efficiency
- Monitor and review customer service staff performance
- Execute reports on customer service metrics
- Establish customer satisfaction goals for customer service agents.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
Switchboard Operator
Le Meridian Hotels
08.2011 - 03.2013
- Assisted customers with finding the right products and services.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Developed customer service protocols and policies
- Analyzed customer feedback to improve customer services.
- Completed connections between callers, departments and professionals.
- Alerted staff of emergency information and general announcements using PA system.
- Provided administrative support to area employees by routing mail, ordering supplies and filing documents.
- Took messages from callers and accurately relayed details to intended staff.
Education
Certified Scrum Master Scrum - Alliance (CSM) -
01.2022
Certified Customer Service Manager International Service Association -
01.2013
Bachelor’s degree - business administration
01.2011
Skills
- Extensive knowledge of customer service practices and procedures
- Verbal and Written Communication
- Data Entry
- Understanding Customer Needs
- Issue and Complaint Resolution
- Customer Data Confidentiality
- Strong interpersonal, communication, and problem-solving skills
- Proficient in multiple computer programs, including Microsoft
- Office Suite and customer relationship management platforms
- Ability to effectively manage and delegate tasks to remote
- Customer service teams
- Experience in analyzing customer feedback to improve customer
- Satisfaction
- Excellent communication skills, both written and verbal
- Ability to handle difficult customers and situations with empathy
- Knowledge of customer service software and tools
- Ability to work well in a team environment
- A variety of customer inquiries and complaints while maintaining a
- Service software and tools, including Zendesk and Freshdesk
- Experience in providing high-quality customer service
- Report Creation
- Report Generation
- Efficient and Detail-Oriented
- Credit Card Payment Processing
- Customer Relations
- System Implementation
- Ensuring customer satisfaction
- Customer satisfaction
- Customer Relationship Management (CRM)
Additional Information
- References on Request
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The best way out is always through.
Robert Frost
Timeline
Senior Customer Satisfaction Associate
Kay Pearl Consulting
03.2022 - 03.2023
Customer Service Representative
Pearl Oak Consulting
06.2020 - 01.2022
Senior Customer Service Associate
St John of God Accord Health
06.2016 - 05.2020
Customer Service Manager
Australian Unity Home care
04.2013 - 04.2016
Switchboard Operator
Le Meridian Hotels
08.2011 - 03.2013
Certified Scrum Master Scrum - Alliance (CSM) -
Certified Customer Service Manager International Service Association -
Bachelor’s degree - business administration
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